IT SPECIALIST (CUSTOMER SUPPORT) (TITLE 32)

Summary

This position is part of the 147 Attack Wing, located in Ellington Field JRB, Houston, TX. Serve as a customer support specialist with work involving analytical and evaluative duties related to classified & unclassified information technology networks and/or cyber system with primary knowledge requirements of information processing methodology, information technology, telecommunications systems, computer capabilities, processing techniques, IT trouble ticket management, and data communications.

This job is open to

• The public
  
  U.S. Citizens, Nationals or those who owe allegiance to the U.S.
• Federal employees - Excepted service
  
  Current excepted service federal employees.
• Veterans
• National Guard & reserves
  
  Current members, those who want to join or transitioning military members.

Clarification from the agency

CAT 1 - Open to public (Nationwide) - s, US nationals or individuals who owe allegiance to the United States. Texas Air National Guard Membership is Required.

Duties

As an Information Technology Specialist (Customer Support) with the Texas Air National Guard, your duties will include, but will not be limited to:

• Manages the assigned IT/communications environment with privileged access at the network level for the Wing, Geographically Separated Units (GSU), and Tenants. Plans, coordinates, installs, and continuously analyzes system design, hardware and software. Develops, recommends, and installs solutions and upgrades to ensure availability, integrity, efficiency, and reliability of all components of the assigned system. Provides Information Assurance systems support for all disciplines, ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of network services.
• Serves as a focal point for ensuring functionality and operability of the assigned IT/data systems/functions, voice and wireless systems to support mission requirements of Wing, Geographically Separated Units (GSU), and Tenants. Optimizes the functionality and performance of hardware and software systems and ensures availability, integrity, efficiency, and reliability of system/functional resources while managing the communications focal point coordination and workload distribution duties. Analyzes, manages, and directs installation of any new hardware or software introduced into the environment to ensure its compatibility with existing architecture, its reliability, and functionality in relation to the organization's business requirements.
• Provides customer technical assistance and support for all users. Provides ongoing technical support to customers to ensure proper functional use of equipment and programs and to preclude undue interruptions to IT and communications services. Works with customers to ensure efficient operations which support each units' requirements. Assists in solving problems associated with delivery of hardware and software orders. Provides management with information necessary to address difficult and complex problems in automating work processes. Tracks life of system equipment, prepares and provides analyses to determine future maintenance and replacement costs to help justify budget submissions.
• Determines customer requirements and assists customers by recognizing and analyzing trends and providing instruction and orientation services. Identifies and documents system requirements for specific needs of customers. Conducts in-depth analyses of system usage, user complaints, traffic interruptions, hardware and software capabilities, and other relevant factors. Recommends methods and procedures and coordinates corrective action to optimize utilization of present equipment. Ensures upgrades to the base IT and communications infrastructure are identified and assists customers in developing and submitting recommendations for additional equipment and funds.
• Conducts feasibility studies to identify and analyze system failures and analyzes data to determine if trends exist which forecast the need for future replacement or modification of system hardware and software. Based upon the results of studies and the analyses of trends in usage and system problems, determines the feasibility of significant modifications vs. replacement to improve reliability. Participates with operating officials, system users, and others in progress review of established systems to determine the reliability, productivity, and user friendliness of the existing system hardware and software.
• Coordinates frequency needs with command level spectrum management office to maintain current allocations and obtain new authorizations. Secures operating authority, and ensures minimal interference by ANG radio frequency (RF) operations. Analyzes RF spectrum requirements and determine compatibility with other users considering transmitter and receiver specifications, antenna data, emission characteristics, and modes of radio wave propagation. Reviews and validates radio frequency allocations. Maintains frequency records and associated databases.
• Installs, maintains, and repairs hardware devices supporting a broad range of information and communications systems. Uses detailed knowledge of concepts, principles, methods, and practices with sophisticated diagnostic equipment and complex diagnostic software to identify and resolve internal system and network conflicts. Applies diagnostic equipment to test, configure, evaluate, and optimize all high bandwidth circuits.
• Adheres to management control plan requirements by conducting self inspection and staff assistance visits. Resolves identified discrepancies.
• Performs other duties as assigned.

Requirements

Conditions of Employment

Appointment Factor(s): This is an Excepted Service position that requires active membership in a military assignment in the Texas Air National Guard and wear of the military uniform. Applicants who are not currently a member of the Texas Air National Guard must be eligible for immediate membership and employment in the Texas Air National Guard. If you are not sure you are eligible for military membership, please contact a Texas Air National Guard recruiter before applying for this position.

Areas of Consideration: Nationwide. This includes:

• All currently employed T32/T5 full-time permanent, indefinite and temporary personnel of the Texas Army/Air National Guard,
• All current members of the Texas Army/Air National Guard, and,
• All individuals eligible for immediate membership in the Texas Air National Guard.

Incentives: Acceptance of a military Federal technician position may result in termination and / or repayment of military incentives. Please check your contract and contact your servicing Education Services (Incentives) office or the Recruiting/Retention office.

Remarks:

• The Texas National Guard is an Equal Opportunity employer.
• Veterans' preference is not applicable in this position.
• This is a Non-Bargaining Unit position.
• Texas Must be able to obtain and maintain the appropriate security clearance of the position.
• This position is 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.
• Ability to establish effective professional working relationships with coworkers and customers, contributing to a cooperative working environment and successful accomplishment of the mission.
• May occasionally be required to work other than normal duty hours; overtime may be required.
• The duties and responsibilities of your job may significantly impact the environment. You are responsible to maintain awareness of your environmental responsibilities as dictated by legal and regulatory requirements, your organization, and its changing mission.
• THIS POSITION CONDUCTS INFORMATION ASSURANCE FUNCTIONS. THE INCUMBENT SHALL COMPLY WITH THE REQUIREMENTS OF THE CERTIFICATION PROGRAM AND WILL BE REQUIRED TO OBTAIN AND MAINTAIN CERTIFICATION. CERTIFICATION REQUIREMENTS ARE OUTLINED IN DOD INSTRUCTION 8570.01-M
• Direct deposit is mandatory.

Qualifications

In describing your experience in your resume, please be clear and specific. Resume must clearly demonstrate experiences and competencies needed to fully perform the finance program work. Assumptions regarding your experience will not be made.

Specialized Experience Required:

To qualify at the GS-11 grade level your resume must include relevant experience with beginning and ending dates of employment/experience reflecting the following:

Experience, education or training that has provided a basic knowledge of data processing functions and general management principles that has enabled you to understand the stages required to automate a work process. Experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems.

One year specialized experience equivalent to at least the next lower grade (GS-09) in the federal service or equivalent. In addition to IT-related experience demonstrating each of the four competencies 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,

Applicant MUST have specialized which 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.

OR,

Substitution of Education for Specialized Experience:

At the GS-11 level, Ph.D. or equivalent doctoral degree, -or-, 3 full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree.

Education: All academic degrees and coursework must be from accredited or pre-accredited institutions

Graduate Education: 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.

You MUST upload a copy of your transcript with your application under supporting documents if you are using education to meet specialized experience requirement.

Quality of Experience: Length of time is not of itself qualifying. Candidates' experience should be evaluated based on the duties performed rather than strictly on the rank of the individual; however, established compatibility criteria/assignments must be followed. The applicant's record of experience, training, and education must show possession of the knowledge, skills, and abilities needed to fully perform the duties of the position to be filled.

Only experience gained by closing date of this position will be considered.

Military Requirements:

This is an Excepted Service position that requires active membership in a military assignment in the Texas Air National Guard and wear of the military uniform.

AFSC: 1D7X1

Rank Spread: NTE TSgt (E-6)

Education

Substitution of Education for Specialized Experience

At the GS-11 level, requires a Ph.D. or equivalent, or 3 years of progressively higher level graduate education leading to such a degree.

Education: All academic degrees and coursework must be from accredited or pre-accredited institutions.

Graduate Education: 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.

Additional information

Additional Remarks:

• This position is with the 147th Communications Squadron at the 147th Attack Wing, located in Ellington Field JRB, Houston, TX.
• Must attain and maintain a minimum cybersecurity baseline certification based on position requirements IAW DAFMAN 17-1303, Cybersecurity Workforce Improvement Program as specified by AFSC shred and/or work role SEI: 1AO
• May be required to successfully complete a probationary period.

Other Requirements:

• For positions requiring the operation of motor vehicles, candidates must have a valid state driver's license for the state in which they live or are principally employed.
• For positions requiring a security clearance (Secret or Top Secret) the applicant must possess or be able to obtain a clearance within one year of appointment.

• Benefits
  
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  Review our benefits
  
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Once the announcement has closed, your resume and supporting documentation will be used to determine if you meet the qualifications listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared to your responses on the assessment questionnaire to determine your level of experience. If you rate yourself higher than is supported by your application package, your responses may be adjusted and/or you may be excluded from consideration for this position. If you are found to be qualified, you will be referred to the selecting official for employment consideration.

• Benefits
  
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  Review our benefits
  
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
• Required Documents
  
  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
  
  To apply for this position, you must submit a complete Application Package which includes:
  
  1. Your resume should include the following for related positions held:
  
  • Work schedule (ex. Full-time, part-time, intermittent)
  • Hours worked per week
  • To and From dates (ex. MM/YYYY - MM/YYYY)
  • Duties performed - In describing your experience, please be clear and specific. Assumptions will not be made regarding your experience.
  
  2. Transcripts required if substituting education for specialized experience.
  
  3. Most Current/last Notification of Personnel Action, Standard Form 50 (SF-50), if current/former federal employee.
  
  4. Other supporting documents, as applicable: i.e.: Cover letter, DD214s, IT certifications, etc.
  
  If you are relying on your education to meet qualification requirements:
  
  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
  schools accredited by accrediting institutions recognized by the U.S. Department of Education.
  
  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
• How to Apply
  
  To apply for this position, you must complete the online application/Occupational Questionnaire and submit the documentation specified in the Required Documents section below. To view the Occupational Questionnaire, click the following link: ;br>
  A complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement to receive consideration.
  
  To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
  
  Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
  
  After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
  
  You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
  
  To verify the status of your application, log into your USAJOBS account (, all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: ;br>
  Agency contact information
  
  Human Resources Office
  
  Phone
  
  
  
  Email
  
  
  
  Address
  
  TX 147th Attack Wing
  
  14657 Sneider St
  
  Houston, TX 77034
  
  US
  
  Next steps
  
  Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Resources Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application.
• Fair and Transparent
  
  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  
  
  • Criminal history inquiries
  • Equal Employment Opportunity (EEO) Policy
  • Financial suitability
  • New employee probationary period
  • Privacy Act
  • Reasonable accommodation policy
  • Selective Service
  • Signature and false statements
  • Social security number request

Required Documents

To apply for this position, you must submit a complete Application Package which includes:

1. Your resume should include the following for related positions held:

• Work schedule (ex. Full-time, part-time, intermittent)
• Hours worked per week
• To and From dates (ex. MM/YYYY - MM/YYYY)
• Duties performed - In describing your experience, please be clear and specific. Assumptions will not be made regarding your experience.

2. Transcripts required if substituting education for specialized experience.

3. Most Current/last Notification of Personnel Action, Standard Form 50 (SF-50), if current/former federal employee.

4. Other supporting documents, as applicable: i.e.: Cover letter, DD214s, IT certifications, etc.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

To apply for this position, you must complete the online application/Occupational Questionnaire and submit the documentation specified in the Required Documents section below. To view the Occupational Questionnaire, click the following link: ;br>
A complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement to receive consideration.

To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.

Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.

After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.

You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.

To verify the status of your application, log into your USAJOBS account (, all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: ;br>
Agency contact information

Human Resources Office

Phone



Email



Address

TX 147th Attack Wing

14657 Sneider St

Houston, TX 77034

US

Next steps

Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Resources Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application.

Fair & Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number request

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.