IT SPECIALIST (CUSTOMER SUPPORT) WITH SECURITY CLEARANCE

Duties This position works in the Deputy Chief of Staff - Information Management's customer support service desk section and serves as an Information Technology (IT) Specialist (CUSTSPT) responsible for the delivery of customer support services, including installation, configuration, troubleshooting, customer assistance and/or training, in response to customer requirements. As an IT Customer Support Specialist, the incumbent is responsible for providing Tier II technical support at the Service Desk and responsible for customer relationship building and problem resolution management. (1) Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). (2) Provides support and guidance on installing, and operating personal computers, peripheral equipment, and associated software. (3) Receives requests for resolution of hardware or software problems that may require in-depth research. (4) Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. (5) In case of system failure, makes quick fixes to restore operations, then analyzes problems, develops recommendations, and works with other staff to implement changes. ** This is NOT an all-inclusive list of duties. ** Requirements Conditions of Employment Open to all United States military branches. Military members: Submit vMPF rip, DVR, ERB, ERS, MBS, PDR or equivalent with resume. Refer to Required Documents below for acronym titles. Prior service members: Submit a DD Form 214, Member 4 Copy WYARNG Recruiting Website: https://www.nationalguard.com/wyoming Must become a member of the Wyoming Army Nat'l Guard before appt. May take up to 120 days. May be required to successfully complete a trial period. Federal employment suitability as determined by a background investigation. Relocation expenses will not be paid by the Government unless noted in the Announcement. Recruitment/Relocation Incentive MAY BE authorized, if eligible. Subject to funding and TAG approval. PCS is not authorized in lieu of incentives. Indefinite position may convert to Perm if funding/position is available. EMPLOYMENT CONDITIONS & NOTES: Technicians are paid through Direct Deposit/Electronic Funds Transfer (DD/EFT). Military Technicians are ineligible for military enlistment, retention, and student loan repayment bonuses. Acceptance of a Technician position over 180 days will result in suspension or termination of these military incentives. It is the applicant's responsibility to contact the Wyoming Army National Guard Education Services Officer, (307) 772-5126 for more information regarding military enlistment, retention, and student loan repayment incentives. Military Technicians in the excepted service will wear the appropriate uniform while performing as a Technician. Veteran's preference does not apply to National Guard Technician positions in accordance with Title 32 USC 709(f). Indefinite employees may be terminated or displaced at management's discretion with a 30-day written notice. Must obtain and maintain a minimum of SECRET clearance. Covered by the Domestic Violence Misdemeanor Amendment (30 Sep 96) of the Gun Control Act (Lautenberg Amendment) of 1968. An individual convicted of a qualifying crime of domestic violence may not perform the duties of this position. May be required to travel to and from offsite worksite(s) from the normal work area to perform assigned duties. Due to distances involved, travel may involve one or more overnight stays. May occasionally be required to work other than normal duty hours; overtime may be required. May be required to travel in military and/or commercial vehicles to perform temporary duty assignments. Qualifications TECHNICIAN INFO Type of Appointment: Indefinite, Temporary Tenure: Group 3 Work Schedule: Monday - Friday, 7:00 am - 4:30 pm FLSA: Exempt Telework: The duties of this position require primary physical presence. Situational telework may be considered on a case-by-case basis. Para/Line: 1224/510, 515, and 520 Selecting Official: CPT Andrew Wagnon AREAS OF CONSIDERATION: Primary consideration will be made from Areas 1, 2 and 4. If referrals are not made from the target category, subsequent referrals may next be made from Area 6 (if eligible). Area 1: All permanent and indefinite Wyoming National Guard (NG) WY ARNG employees assigned to the Deputy Chief of Staff for Information Management. Area 2: All permanent and indefinite Wyoming National Guard (NG) T32 Dual Status technicians employed within the Wyoming National Guard. Area 4: All current Drill Status Airmen and M-day soldiers of the Wyoming National Guard. Area 6: Current military members of the United States military branches or prior service members of one of those military branches. Must be willing/eligible to join the Wyoming Army National Guard as a military member prior to appointment to position. MILITARY GRADE In-State Applicants: Min: E3/PFC Max: E8/MSG Out-of-State Applicants: Min: E3/PFC Max: E7/SFC Out-of-State enlisted applicant's military grade cannot exceed the maximum military grade authorized. Over-grade applicants must provide a written demotion statement of understanding with application, willingness to be administratively reduced in grade (E7/SFC) if selected for this position. A Demotion Statement of Understanding is located at: https://go.usa.gov/xEeWG Applicants' over-grade (without a written demotion statement of understanding with application) will not be considered for this vacancy. Acceptance of this position does not in any way constitute a military promotion. DESCRIPTION OF WORK: Work in this series includes managing, supervising, leading, administering, developing, delivering, and supporting information technology (IT) systems and services. This series covers only those positions for which the paramount requirement is knowledge of IT principles, concepts, and methods, e.g., data storage, software applications, networking. SPECIALIZED EXPERIENCE: GS-09: Must possess at least one year of specialized experience equivalent to the next lower grade (GS-07). Specialized experience includes experience, education, or training receiving, maintaining, and issuing data storage media for computer operations. Experience in scheduling the use of computer time for program processing. Experience collecting and sequentially staging input media with associated program instructions for processing. Experience in at least one programming language. Translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language. Experience interviewing subject-matter personnel to get facts regarding work processes and synthesizing the resulting data into charts showing information flow. Experience in analysis of the interrelationship of pertinent components of the system. Experience planning the sequence of actions necessary to accomplish the assignment. Experience scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency. GS-11: Must possess at least one year of specialized experience equivalent to the next lower grade (GS-11). Specialized experience includes experience, education, or training that approaches techniques and requirements appropriate to an assigned computer applications area or computer specialty area in an organization. Experience planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls. Experience that required adaptations of guidelines or precedents to meet the needs of the assignment. Experience preparing documentation on cost/benefit studies where is involved summarizing the material and organizing it in a logical fashion. NOTE: Minimum Requirements and Specialized Experience will be used to determine qualifications for the announced position. Applicants must provide from (e.g., 02/2015 - 03/2017 or Feb 2017 - Mar 2017) dates and hours worked per week with description of your specialized experience on the resume. ASSURANCE CERTIFICATION REQUIREMENTS: Reference: DoD 8570.01-M, Information Assurance (IA) Workforce Improvement Program, Para C3.2.3. IA Technical (IAT) Category Level II Training Requirements * Within 6 months of assignment of IA duties all military and government civilian IAT personnel must achieve IA Baseline Certification unless a waiver is granted. * An individual needs to obtain only one of the approved certifications for IAT Level II to meet the minimum requirement. (Para: AP3.2.4.) * * SSCP = System Security Certified Practitioner * CCNA or CCNA-Security = Cisco Certified Network Associate * GSEC = Global Information Assurance Certification (GIAC) GIAC Security Essentials Certification * Security+ CE * CND = Certified Network Defender * GICSP = GIAC Global Industrial Cyber Security Professional * CySA+ = Cybersecurity Analyst * Include a copy of certification if already completed with application. * New hires' qualification periods begin the date they start in the position (i.e., they must obtain the appropriate certification within 6 months of being assigned IA functions). * Personnel in technical category positions must be issued and retain an appointing letter to their IA duties including a statement of responsibilities for the system. A completed copy will be maintained in the individual's personnel record. * Personnel in technical category positions must maintain certifications, as required by the certifying provider, to retain privileged system access. * Personnel who are not appropriately qualified within 6 months of assignment to a position or who fail to maintain their certification status shall not be permitte