ITSPEC (CUSTSPT) (Title 5)
The purpose of this position is to serve as the primary interface between the incumbent's assigned organization and all information systems customers associated with the C4 mission. Responsible for management of the organization's customer support help desk and maintenance of the workload accounting database using help desk software. DUTIES:
(This is NOT an all-inclusive list.) Serves as a technical expert on all supported automated systems utilized throughout the state. Provides solutions to customer requests for assistance in resolving hardware and software problems. Develops and maintains the customer service database for all service requests. Determines if equipment is covered by warranty or maintenance contract and processes accordingly. Performs intensive collection and analysis of data from the customer service database to create trend reports, performance reports, and future requirements for all areas of Information Management. Determines equipment demands and number and kind of requests received:
data communications requests, telecommunications requests, visual information requests, and information services requests. Incumbent uses judgment in relating trends in workload, equipment performance, other activity's experience with comparable proposals to determine the worth of a proposed change in the state's networking, automation, telecommunications, visual information or information services normal working environment. Identifies requirements for and coordinates necessary improvements with Facilities Management Office, Communications Manager and others. Installs and maintains hardware devices supporting a broad range of information systems employing multiple network and local operating systems and highly sophisticated client server software. Configures a wide variety of devices requiring diverse interfaces and device drivers in multiple operating system environments using a wide variety of hardware platforms. Configures workstation security parameters. Performs operational tests on equipment in test array or operational configuration prior to issue or installation to ensure proper operation and absence of hardware, software, device or network conflicts. Your resume must have complete information:
Please ensure your resume accurately reflects the duties and responsibilities under each position you have held with each employer. In describing your experience, please be clear and specific. If your resume does not provide enough information regarding your work history for us to make a creditable qualification determination, your application package may be rendered disqualified and you will no longer be considered for this position. Do not copy the job description or your military MOS/AFSC/job duty description as your job duties. If you do this on your resume you will be rendered disqualified for the vacancy. Job duties should be related to the duties listed on this job announcement. It is your responsibility to make sure your resume states complete information for each job entry (beginning and ending dates of employment stated as MM/YYYY; and total hours worked per week). If you are qualifying based on specialized experience, you must meet the requirements listed below:
Individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations AND SPECIALIZED EXPERIENCE FOR THE GS-11:
Applicant must have one (1) year of specialized experience equivalent to at least the next lower grade (GS-09) in the federal service or equivalent experience in the private or public three (3) years which includes broad experience in development, modifying, and testing overall system backup and recovery strategies for assigned systems, installation and configuration of hardware and software on personal computers, systems administrator, software applications and numerous interfaces included in the Local Area Network (LAN) and Wide Area Network (WAN), system design, programming, database design, and modifying commercially developed software, developing guidelines, standard operating procedures (SOPs), bulletins and flyers regarding the operation/use of assigned C4 systems, services, and activities, security management, and integrating the use of Storage Area Networks (SAN), to achieve maximum system efficiency. SPECIALIZED EXPERIENCE FOR THE GS-09:
Applicant must have one (1) year of specialized experience equivalent to at least the next lower grade (GS-07) in the federal service or equivalent experience in the private or public three (3) years which includes broad experience in development, modifying, and testing overall system backup and recovery strategies for assigned systems, installation and configuration of hardware and software on personal computers, systems administrator, software applications and numerous interfaces included in the Local Area Network (LAN) and Wide Area Network (WAN), system design, programming, database design, and modifying commercially developed software, developing guidelines, standard operating procedures (SOPs), bulletins and flyers regarding the operation/use of assigned C4 systems, services, and activities, security management, and integrating the use of Storage Area Networks (SAN), to achieve maximum system efficiency. OR Applicant must have a Ph.D. or equivalent doctoral degree OR 3 full years of progressively high level graduate education leading to a Ph.D. or equivalent doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. Must submit transcripts. REQUIRED IT CERTIFICATION:
This position conducts information assurance functions. The incumbent shall comply with the requirements of the certification program requirements outlined in DoD instruction 8570.01-M. The incumbent will be required to obtain and maintain certification within six (6) months of hiring. Submit copies of IT certifications if available PART-TIME OR UNPAID
Experience:
Credit will be given for appropriate unpaid work on the same basis as for paid experience. Part-time experience will be credited on the basis of time actually spent in appropriate activities. To receive credit for such experience you must indicate clearly the nature of the duties and responsibilities in each position held and the number of hours per week spent in such employment.
Estimated Salary: $20 to $28 per hour based on qualifications.
(This is NOT an all-inclusive list.) Serves as a technical expert on all supported automated systems utilized throughout the state. Provides solutions to customer requests for assistance in resolving hardware and software problems. Develops and maintains the customer service database for all service requests. Determines if equipment is covered by warranty or maintenance contract and processes accordingly. Performs intensive collection and analysis of data from the customer service database to create trend reports, performance reports, and future requirements for all areas of Information Management. Determines equipment demands and number and kind of requests received:
data communications requests, telecommunications requests, visual information requests, and information services requests. Incumbent uses judgment in relating trends in workload, equipment performance, other activity's experience with comparable proposals to determine the worth of a proposed change in the state's networking, automation, telecommunications, visual information or information services normal working environment. Identifies requirements for and coordinates necessary improvements with Facilities Management Office, Communications Manager and others. Installs and maintains hardware devices supporting a broad range of information systems employing multiple network and local operating systems and highly sophisticated client server software. Configures a wide variety of devices requiring diverse interfaces and device drivers in multiple operating system environments using a wide variety of hardware platforms. Configures workstation security parameters. Performs operational tests on equipment in test array or operational configuration prior to issue or installation to ensure proper operation and absence of hardware, software, device or network conflicts. Your resume must have complete information:
Please ensure your resume accurately reflects the duties and responsibilities under each position you have held with each employer. In describing your experience, please be clear and specific. If your resume does not provide enough information regarding your work history for us to make a creditable qualification determination, your application package may be rendered disqualified and you will no longer be considered for this position. Do not copy the job description or your military MOS/AFSC/job duty description as your job duties. If you do this on your resume you will be rendered disqualified for the vacancy. Job duties should be related to the duties listed on this job announcement. It is your responsibility to make sure your resume states complete information for each job entry (beginning and ending dates of employment stated as MM/YYYY; and total hours worked per week). If you are qualifying based on specialized experience, you must meet the requirements listed below:
Individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations AND SPECIALIZED EXPERIENCE FOR THE GS-11:
Applicant must have one (1) year of specialized experience equivalent to at least the next lower grade (GS-09) in the federal service or equivalent experience in the private or public three (3) years which includes broad experience in development, modifying, and testing overall system backup and recovery strategies for assigned systems, installation and configuration of hardware and software on personal computers, systems administrator, software applications and numerous interfaces included in the Local Area Network (LAN) and Wide Area Network (WAN), system design, programming, database design, and modifying commercially developed software, developing guidelines, standard operating procedures (SOPs), bulletins and flyers regarding the operation/use of assigned C4 systems, services, and activities, security management, and integrating the use of Storage Area Networks (SAN), to achieve maximum system efficiency. SPECIALIZED EXPERIENCE FOR THE GS-09:
Applicant must have one (1) year of specialized experience equivalent to at least the next lower grade (GS-07) in the federal service or equivalent experience in the private or public three (3) years which includes broad experience in development, modifying, and testing overall system backup and recovery strategies for assigned systems, installation and configuration of hardware and software on personal computers, systems administrator, software applications and numerous interfaces included in the Local Area Network (LAN) and Wide Area Network (WAN), system design, programming, database design, and modifying commercially developed software, developing guidelines, standard operating procedures (SOPs), bulletins and flyers regarding the operation/use of assigned C4 systems, services, and activities, security management, and integrating the use of Storage Area Networks (SAN), to achieve maximum system efficiency. OR Applicant must have a Ph.D. or equivalent doctoral degree OR 3 full years of progressively high level graduate education leading to a Ph.D. or equivalent doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. Must submit transcripts. REQUIRED IT CERTIFICATION:
This position conducts information assurance functions. The incumbent shall comply with the requirements of the certification program requirements outlined in DoD instruction 8570.01-M. The incumbent will be required to obtain and maintain certification within six (6) months of hiring. Submit copies of IT certifications if available PART-TIME OR UNPAID
Experience:
Credit will be given for appropriate unpaid work on the same basis as for paid experience. Part-time experience will be credited on the basis of time actually spent in appropriate activities. To receive credit for such experience you must indicate clearly the nature of the duties and responsibilities in each position held and the number of hours per week spent in such employment.
- Department:
2210 Information Technology Management - Salary Range:
$59,315 to $84,682 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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