IT SPECIALIST (CUSTOMER SUPPORT)

IT SPECIALIST

(CUSTOMER SUPPORT) Department of the Army Army Nional Guard Units Delaware Nional Guard - Department of Informion Management Summary

THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION.

This Nional Guard position is for a

IT SPECIALIST

(CUSTOMER SUPPORT), Position Description Number

D2525P02

& D2526P01 and is part of the DE Department of Informion Mgmt, Nional Guard. Learn more about this agency Summary

THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION.

This Nional Guard position is for a

IT SPECIALIST

(CUSTOMER SUPPORT), Position Description Number

D2525P02

& D2526P01 and is part of the DE Department of Informion Mgmt, Nional Guard. Learn more about this agency Overview Help Accepting applicions Posted yesterday • Apply by 06/23/26 Due by 11:59 p.m. ET on June 23, 2026 Locion 3 vacancies in the following locion: New Castle, DE No mching locions found. Work site options Telework eligible Yes—as determined by the agency policy. Remote job No Relocion expenses reimbursed No Salary $68,013 - $88,421 per year Pay scale & grade

GS 9 - 11

Promotion potential 11 Learn more about pay scale and grade Pay scale and grade determines the salary of the job. Work schedule Full-time Travel Required Occasional travel - You may be expected to travel for this position. Appointment type Temporary - MAY

BE CONVERTED TO PERMANENT AT MANAGEMENTS DISCRETION

Occupions and job series 2210 Informion Technology Management Supervisory stus No Federal service type This job is in the Excepted Service Represented by a union No Drug test No Security clearance Secret Position sensitivity and risk Noncritical-Sensitive (NCS)/Modere Risk Jobs require a background check and some require a security clearance . The type depends on the job. Background check type Nional security Financial disclosure required No Some jobs require financial disclosure to identify conflicts of interests. Announcement number

DE-12974924-AR-T32-26-041

Control number 871603500 This job is open to Help The public U.S. Citizens, Nionals or those who owe allegiance to the U.S. Federal employees - Excepted service Current federal employees whose agencies have their own hiring rules, pay scales and evaluion criteria. Nional Guard and reserves Current members, those who want to join or transitioning military members. Clarificion from the agency AREA 1 = Permanent & Indefinite On-Board Title 32 Employees AREA 2 = Delaware Nional Guard On-Board Title 5 Employees with Military Membership in the Delaware Nional Guard AREA 3 = Current Temporary Title 32 Employees, Traditional Military Members (M-Day & DSG), & AGR Members AREA 4 = All others eligible for military membership in the Delaware Nional Guard Duties Help

GS-2210-09

1. This is a developmental position. The next full performance target level (FPL) for this career ladder assignment is Informion Technology Specialist (CUSTSPT)

GS-2210-11, D2526P01.

The incumbent performs

GS-2210-09

duties under closer than normal supervision. Must complete least 12 months of specialized work experiences this grade to successfully achieve the

GS-2210- 11

competency. The

GS-2210-09

position task assignments become progressively more difficult until the target level

GS-2210-11

is reached. (40%) 2. Performs the basic duties and has the basic responsibilities as described in the

GS-2210-11

position description; however, detailed assistance, guidance, and support from the supervisors and co-workers are provided, as required, until stutory and performance requirements for advancement to the next higher level are met. (40%) 3. Receives formal and/or on-the-job instructions designed to familiarize incumbent with the functions and operions of the program area and work responsibility. Incumbent is provided practical experience in the applicion of reled knowledge and applies professional and/or management theory, principles, and practices to complete the assigned work. (20%) Performs other duties as assigned.

GS-2210-11

1. Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). Typically provides initial incident informion to the Incident Response (IR) Specialty. Provides Tier II support for end-user hardware failures. Responds to a variety of failures to devise recovery plans for system failures. Re-images customer workstions as needed and resolves complex problems. This includes developing and/or using programs and techniques to isole causes of problems and user errors. Detects damaged or lost files, optimizes disk management, measures system performance, controls system security, and/or extends system capabilities to support local requirements. In case of system failure, makes quick fixes to restore operions, then analyzes problems, develops recommendions, and works with other staff to implement changes. Trouble-shoots and repairs IT systems and reled components, (software & hardware) implementing Army standards and accepted practices. Notifies team leader of any significant trends in hardware / software implemention issues and any potential problems th may have a detrimental effect on mission requirements. Coordines support actions with user, other IT personnel, and higher levels as required. Evalues IT hardware and software used by activities. Installs, tests, and prepares performance reports and recommendions on such equipment as microcomputers, printers, scanners, etc. Works with users to test and evalue a variety of software packages. Resolves problems to the extent possible before referring more difficult problems to approprie levels. Applies approprie security measures consistent with approved security standards. (40%) 2. Provides support and guidance on installing, and opering personal computers, peripheral equipment, and associed software. Supports users on equipment and software; custom installion and maintenance of hardware and software; investiging and resolving problems arising in the user operion of equipment/systems to extent possible before referring more difficult problems to the approprie levels; documenting actions taken in Remedy ITSM or the current work ticket tracking system; and serving as a point of informion for workstion operions. Receives, responds to, and ensures resolution of all types of help center calls. (40%) 3. Receives requests for resolution of hardware or software problems th may require in-depth research. Analyzes customer problems and research dabase for possible solutions or tasks the approprie subject mter expert or section capable of resolving the problem. Coordines external vendor support for warranty repairs when applicable and ensures proper escort assigned while work is performed. Maintains awareness of current trends in informion technology. Performs varied research and periodical searches to identify current trends in informion systems, hardware, software, and training. (10%) 4. Updes hardware and software architecture dabases to reflect installions, turn-ins, and changes in reportable software. Works directly with Property Book Officers and Supply Sergeants to ensure all assigned and transitional property is accounted for. Performs cyclic inventories as required by the Command Supply Discipline Program. (10%) Performs other duties as assigned. Requirements Help Conditions of employment

NATIONAL GUARD MEMBERSHIP IS REQUIRED.

If you are not sure you are eligible for military membership, please contact a Nional Guard recruiter prior to applying for this position. This is an excepted service position th requires membership in a compible military assignment in the employing ste's Nional Guard, required prior to the effective de of placement. Selectee required to wear the military uniform. Acceptance of an excepted service position constitutes concurrence with these requirements as a condition of employment. Applicants who are not currently a member of the Nional Guard must be eligible for immedie membership and employment in the Nional Guard in the military grade listed in this announcement. Males born after 31 December 1959 must be registered for Selective Service. Federal employment suitability as determined by a background investigion. May be required to successfully complete a trial period. Participion in direct deposit is mandory. Must meet requirements as assigned DCWF code within 6 months of hire. Must meet the time-in-grade-requirements by the closing de of this announcement. Must meet the rank requirements by the closing de of this announcement. Must meet the definition of specialized experience by the closing de of this announcement.

Qualificions Military Grades :

E-1/PV1 to E-9/SGM and O-1/2Lt to O-4/

MAJ Compible Military Assignments :

17/25/26 GENERAL

EXPERIENCE

: Experience, educion or training th has provided a basic knowledge of da processing functions and general management principles th enabled the applicant to understand the stages required to autome a work process. Experience may have been gained in work such as computer operor or assistant, computer sales representive, program analyst, or other positions th required the use or adaption of computer programs and systems.

SPECIALIZED EXPERIENCE

:

GS-2210-09

Must have least 1-year specialized experience equivalent to least the next lower grade. In addition to the OPM IORs (Alternive A) specialized experience examples, specialized experience includes experience, educion, or training receiving, maintaining, and issuing da storage media for computer operions. Experience in scheduling the use of computer time for program processing. Experience collecting and sequentially staging input media with associed program instructions for processing. Experience in least one programming language. Transling detailed logical steps developed by others into language codes th computers accept where this required understanding of procedures and limitions approprie to use of a programming language. Experience interviewing subject-mter personnel to get facts regarding work processes and synthesizing the resulting da into charts showing informion flow. Experience in analysis of the interrelionship 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 alternives had to be weighed with a view to production efficiency.

GS-2210-11

Must have least 1-year specialized experience equivalent to least the next lower grade. In addition to the OPM IORs (Alternive A) specialized experience examples, specialized experience includes experience, educion, or training th approaches techniques and requirements approprie to an assigned computer applicions area or computer specialty area in an organizion. Experience planning the sequence of actions necessary to accomplish the assignment where this entailed coordinion with others outside the organizional unit and development of project controls. Experience th required adaptions of guidelines or precedents to meet the needs of the assignment. Experience preparing documention on cost/benefit studies where is involved summarizing the merial and organizing it in a logical fashion. •

QUALITY OF EXPERIENCE

Length of time is not of itself qualifying. Candides' experience should be evalued based on duties performed rher than strictly on the rank of the individual; however, established compibility criteria/assignments must be followed. The applicant's record of experience and/or training must show possession of the knowledge, skills, and abilities needed to fully perform the duties of the position.

MILITARY REQUIREMENTS

For Dual-Stus Technician positions service affiliion under Title 32 USC 709 is required.

OTHER REQUIREMENTS

For positions requiring the operion of motor vehicles, candides must have a valid ste driver's license for the ste 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. Educion Substitution of Educion for Specialized Experience - For the

GS-09/11

level there is no substitution of educion Additional informion 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 Authorizion Act of 1986 requires th you be registered or you are not eligible for appointment in this agency ( Register |

Selective Service System :

Selective Service System (sss.gov) ). Expand Hide additional informion Candides should be committed to improving the efficiency of the Federal government, passione about the ideals of our American republic, and committed to upholding the rule of law and the United Stes Constitution. Benefits Help 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 th are designed to make your federal career very rewarding. Opens in a new window Learn 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 informion on the specific benefits offered. How you evalued You evalued for this job based on how well you meet the qualificions above. Once the announcement has closed, your resume and supporting documention used to determine if you meet the qualificions listed on this announcement. If you are minimally qualified, your resume and supporting documention compared to your responses on the assessment questionnaire to determine your level of experience. If you re yourself higher than is supported by your applicion package, your responses may be adjusted and/or you may be excluded from considerion for this position. If you are found to be among the top qualified candides, you referred to the selecting official for employment considerion. Your qualificions evalued on the following competencies (knowledge, skills, abilities and other characteristics): Benefits Help 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 th are designed to make your federal career very rewarding. Opens in a new window Learn 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 informion on the specific benefits offered. Required documents Required Documents Help To apply for this position, you must submit a complete Applicion Package which includes: 1.

Your resume showing:

Contact Informion-your name and the best way to contact you. Relevant work experience-include the employer's name, job title, start and end des (month/year), the number of hours worked per week and describe how you meet the required qualificions of the job. Federal jobs should include series and grade. Educion, certificions or licensures. •Starting September 27, 2025, USAJOBS will only accept resumes th are two or fewer pages. Applicants who submit a resume longer than two pages may be found ineligible for further considerion. 2. Other supporting documents : Resume (Required), DNG 51-R (Required) & any other supporting documents for qualificion purposes. If you are relying on your educion to meet qualificion requirements: Educion must be accredited by an accrediting institution recognized by the U.S. Department of Educion in order for it to be credited towards qualificions. Therefore, provide only the tendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Educion . Failure to provide all of the required informion as sted in this vacancy announcement may result in an ineligible ring or may affect the overall ring. How to Apply Help To apply for this position, you must complete the online applicion/Occupional Questionnaire and submit the documention specified in the Required Documents section below. To view the Occupional Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12974924 A complete applicion package must be submitted by 11:59 PM (EST) on the closing de of the announcement to receive considerion. To begin, click Apply to access the online applicion. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to cree one before beginning the applicion. Follow the prompts to select your resume and/or other supporting documents to be included with your applicion package. You will have the opportunity to upload additional documents to include in your applicion before it is submitted. Your uploaded documents may take several hours to clear the virus scan process. After acknowledging you have reviewed your applicion package, complete the Include Personal Informion section as you deem approprie and click to continue with the applicion process . You taken to the online applicion which you must complete in order to apply for the position. Complete the online applicion, verify the required documention is included with your applicion package, and submit the applicion. To verify the stus of your applicion, log into your USAJOBS account ( https://my.usajobs.gov/Account/Login ), all of your applicions will appear on the Welcome screen. The Applicion Stus will appear along with the de your applicion was last upded. For informion on wh each Applicion Stus means, : https://www.usajobs.gov/Help/how-to/applicion/stus/ . Agency contact informion Saidi Abdallah Phone 302-326-7807 saidi.abdallah.civ@army.mil Address DE Department of Informion Mgmt 250 Airport Road New Castle, DE 19720 US Next steps Once your online applicion is submitted you will receive a confirmion notificion by email. Your applicion evalued by the Human Resources Office to determine your eligibility for the position. After the evaluion is complete, you will receive another notificion regarding the stus of your applicion. 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 probionary period Privacy Act Reasonable accommodion policy Selective Service Signure and false stements Social security number request Required Documents Help To apply for this position, you must submit a complete Applicion Package which includes: 1.

Your resume showing:

Contact Informion-your name and the best way to contact you. Relevant work experience-include the employer's name, job title, start and end des (month/year), the number of hours worked per week and describe how you meet the required qualificions of the job. Federal jobs should include series and grade. Educion, certificions or licensures. •Starting September 27, 2025, USAJOBS will only accept resumes th are two or fewer pages. Applicants who submit a resume longer than two pages may be found ineligible for further considerion. 2. Other supporting documents : Resume (Required), DNG 51-R (Required) & any other supporting documents for qualificion purposes. If you are relying on your educion to meet qualificion requirements: Educion must be accredited by an accrediting institution recognized by the U.S. Department of Educion in order for it to be credited towards qualificions. Therefore, provide only the tendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Educion . Failure to provide all of the required informion as sted in this vacancy announcement may result in an ineligible ring or may affect the overall ring. How to Apply Help To apply for this position, you must complete the online applicion/Occupional Questionnaire and submit the documention specified in the Required Documents section below. To view the Occupional Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12974924 A complete applicion package must be submitted by 11:59 PM (EST) on the closing de of the announcement to receive considerion. To begin, click Apply to access the online applicion. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to cree one before beginning the applicion. Follow the prompts to select your resume and/or other supporting documents to be included with your applicion package. You will have the opportunity to upload additional documents to include in your applicion before it is submitted. Your uploaded documents may take several hours to clear the virus scan process. After acknowledging you have reviewed your applicion package, complete the Include Personal Informion section as you deem approprie and click to continue with the applicion process . You taken to the online applicion which you must complete in order to apply for the position. Complete the online applicion, verify the required documention is included with your applicion package, and submit the applicion. To verify the stus of your applicion, log into your USAJOBS account ( https://my.usajobs.gov/Account/Login ), all of your applicions will appear on the Welcome screen. The Applicion Stus will appear along with the de your applicion was last upded. For informion on wh each Applicion Stus means, : https://www.usajobs.gov/Help/how-to/applicion/stus/ . Expand Hide how to apply Agency contact informion Saidi Abdallah Phone 302-326-7807 saidi.abdallah.civ@army.mil Address DE Department of Informion Mgmt 250 Airport Road New Castle, DE 19720 US Next steps Once your online applicion is submitted you will receive a confirmion notificion by email. Your applicion evalued by the Human Resources Office to determine your eligibility for the position. After the evaluion is complete, you will receive another notificion regarding the stus of your applicion. Expand Hide next steps 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 probionary period Privacy Act Reasonable accommodion policy Selective Service Signure and false stements Social security number request Overview Help Accepting applicions Posted yesterday • Apply by 06/23/26 Due by 11:59 p.m. ET on June 23, 2026 Locion 3 vacancies in the following locion: New Castle, DE No mching locions found. Work site options Telework eligible Yes—as determined by the agency policy. Remote job No Relocion expenses reimbursed No Salary $68,013 - $88,421 per year Pay scale & grade

GS 9 - 11

Promotion potential 11 Pay scale and grade determines the salary of the job. Work schedule Full-time Travel Required Occasional travel - You may be expected to travel for this position. Appointment type Temporary - MAY

BE CONVERTED TO PERMANENT AT MANAGEMENTS DISCRETION

Occupions and job series Supervisory stus No Federal service type This job is in the Excepted Service Represented by a union No Drug test No Security clearance Secret Position sensitivity and risk Jobs require a and some require a . The type depends on the job. Background check type Financial disclosure required No Some jobs require to identify conflicts of interests. Announcement number

DE-12974924-AR-T32-26-041

Control number 871603500