SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT)
About This Position
THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION. This National Guard position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number D2527P01 and is part of the DE Department of Information Mgmt, National Guard.
Qualifications
Military Grades: E-8/MSG-E-9/SGM, WO1-CW5,O-1/1LT-O4/MAJ Compatible Military Assignments: 17 & 25 Series (Preferred) SPECIALIZED EXPERIENCE: GS-12 Must have 1-year specialized experience equivalent to at least the next lower grade.
In addition to the OPM IORs (Alternative A) specialized experience examples, 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. Experience that provided a basic knowledge of data processing functions and general management principles that enabled the applicant 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.
SUPERVISORY EXPERIENCE: Must have experience in managing the function of the work to be performed. Experience which includes leading, directing and assigning work of personnel. 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. DEFINITION OF SPECIALIZED EXPERIENCE: Specialized experience must be closely related to the work to be performed in the job for which you are applying and meet education, and other qualifications listed in the job announcement
Major Duties
GS-2210-12: 1. Establishes performance standards and evaluates employee performance. Reviews and recommends approval of, candidates for promotions and recognition. Reviews and approves: work plans to be accomplished by subordinates; priorities and schedules for completion of work; sets broad objectives; monitors subordinate employees' performance in providing IT services; reviews accomplishments; and takes appropriate action of correction when deficiencies are noted.
Gives advice, counsels, or instructs individual employees, on both work and administrative matters. Develops and evaluates performance standards; recommends and approves awards; hears and resolves group employee grievances or serious employee complaints. Reviews and makes decisions on serious disciplinary actions involving employees and makes decisions on work problems presented by subordinates.
Initiates recognition and disciplinary actions for personnel. Identifies and arranges for appropriate training and development opportunities. Determines and approves training needs and establishes formal training plans.
- Demonstrates a broad working knowledge of the organization's products, services and operations, such as processes and procedures required to support the operations of the Service Desk. Operates Service Desk IT tools, technologies and systems, ensuring the rigorous application of information security/information assurance policies, principles and practices in the delivery of customer support services.
Serves as subject matter expert when required by demonstrating knowledge of a wide variety of IT applications, operating systems, protocols and equipment used with data/telecommunications issues when working with others. Maintains knowledge of expertise area through research, education, training, and on the job experiences.
- Develops and manages customer service performance requirements. Researches, evaluates and provides feedback on problematic trends and patterns on customer support requirements. Researches customer inquiries to identify issues, diagnose problems, and recommend solutions regarding inquiry trends, technologies or process-related concerns.
Develops and maintains problem tracking and resolution databases. The incumbent runs and/or reviews and shares information regarding metrics reports of daily, weekly, monthly, and/or quarterly activity. Identifies and applies multiple resources and approaches to obtain information and resolve inquiries.
Serves as the Contracting Officers Representative and prepares or oversees preparation of technical statements of work and monitors the progress of the contract. Provides computer resource acquisition management support and oversight of information technology assets.
- Contributes to developing customer support policies, procedures and standards. Communicates with internal and external customers by conveying information in a logical, concise and organized manner. Operates with customer's best interests in mind.
Provides prompt and courteous service. Adapts language and tone to meet customer's information needs (i.e., translates complex technical or sensitive information so it is understandable to customer) and maintains professionalism when dealing with all customers, including irate or upset customers. Provides customer training on IT systems and processes as required.
Performs other duties as assigned.
Education
There are no substitution of education for specialized experience at GS-12
How You Will Be Evaluated
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 among the top qualified candidates, you will be referred to the selecting official for employment consideration.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):
Additional Information
If you are a male applicant who was born after 12/31/1959 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency (Register | Selective Service System : Selective Service System (sss.gov)).
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: https://apply.usastaffing.gov/ViewQuestionnaire/12925298 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 (https://my.usajobs.gov/Account/Login), 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: https://www.usajobs.gov/Help/how-to/application/status/.
Required Documents
To apply for this position, you must submit a complete Application Package which includes: 1.
Your resume showing: Contact Information-your name and the best way to contact you. Relevant work experience-include the employer's name, job title, start and end dates (month/year), the number of hours worked per week and describe how you meet the required qualifications of the job. Federal jobs should include series and grade. Education, certifications or licensures. ***Starting September 27, 2025, USAJOBS will only accept resumes that are two or fewer pages. Applicants who submit a resume longer than two pages may be found ineligible for further consideration.
- Other supporting documents: Resume (Required), DNG 51-R (Required) & any other supporting documents for qualification purposes.