IT SPECIALIST (CUSTOMER SUPPORT)

IT SPECIALIST

(CUSTOMER SUPPORT) Department of the Army Army Nional Guard Units G6, Johnston, IA Summary

IOWA ARMY NATIONAL GUARD

• TITLE 32 EXCEPTED

SERVICE POSITION

This position is restricted to current Military members of the Iowa Army Nional Guard.

LOCATION

G6, Johnston, IA Learn more about this agency Summary

IOWA ARMY NATIONAL GUARD

• TITLE 32 EXCEPTED

SERVICE POSITION

This position is restricted to current Military members of the Iowa Army Nional Guard.

LOCATION

G6, Johnston, IA Learn more about this agency Overview Help Accepting applicions Open & closing des 04/23/2026 to 05/07/2026 Salary $68,545

• $97,875 per year Pay scale & grade GS 9
• 11 Locion 1 vacancy in the following locion: Camp Dodge Military Reservion, IA 1 vacancy Remote job No Telework eligible No Travel Required Occasional travel
• You may be expected to travel for this position.

Relocion expenses reimbursed No Appointment type Permanent Work schedule Full-time Service Excepted Promotion potential 11 Job family (Series) 2210 Informion Technology Management Supervisory stus Yes Security clearance Secret Drug test No Financial disclosure No Bargaining unit stus No Announcement number

IA-12943177-AR-26-128

Control number 866440200 This job is open to Help Nional Guard and reserves Current members, those who want to join or transitioning military members. Clarificion from the agency Restricted to current members of the Iowa Army Nional Guard. Duties Help As a

IT SPECIALIST

(CUSTOMER SUPPORT), GS-2210-9/11 your duties are below. 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%) 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%) 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%) 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.

D2526P01

Requirements Help Conditions of employment

NATIONAL GUARD MEMBERSHIP IS REQUIRED

This is an excepted position th requires military membership in a compible military assignment in the Iowa Army Nional Guard. Selectee required to wear the military uniform. Acceptance of this excepted position constitutes concurrence with these requirements as a condition of employment.

APPLICATION MATERIALS MUST BE RECEIVED BY 05/07/2026 . FAILURE TO PROVIDE COMPLETE INFORMATION MAY RESULT IN YOUR NOT RECEIVING CONSIDERATION FOR THIS POSITION.

Please refer to the Qualificions and Evaluions Section of this Announcement to understand the qualificion requirements, and the How to Apply Section for detailed instruction on applying.

TRIAL PERIOD REQUIREMENT

As a condition of employment for accepting this position, you required to serve a 2-year trial period or 1-year (Veterans Preference Eligibles Only) during which we will evalue your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: Your performance and conduct. The needs and interests of the agency. Whether your continued employment would advance organizional goals of the agency or the Government; and Whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period your employment termined unless you receive certificion, in writing, th your continued employment advances the public interest .

SECURITY CLEARANCE REQUIREMENT

Employment is subject to taining and maintaining a clearance as required by this position. If the selectee does not possess the applicable security clearance when hired, applicion must be made within 30 days of the start de. Failure to make applicion for the required security clearance will result in terminion of employment. Failure to complete prescribed courses may be cause for reassignment or terminion of FTS.

Military Rank Requirements:

OFFICERS, WARRANT OFFICERS, AND ENLISTED MEMBERS

(O-4 and Below) Qualificions In describing your experience, please be clear and specific. We will not make assumptions regarding your experience. Applicants who do not fully address the minimum/specialized experience needed for the position in their resume will not be referred for considerion.

MINIMUM REQUIREMENTS

Experience, educion, and/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 REQUIREMENTS

GS-2210-9/11: Must have experience in the following : GS-09 1-year specialized experience equivalent to least the next lower grade. 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-11 1-year specialized experience equivalent to least the next lower grade. 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. Educion Substitution of Educion for Specialized Experience

• GS-09: Master's degree or equivalent gradue degree
• or•2 full years of progressively higher level gradue educion leading to a master's degree or equivalent gradue degree GS-11 Ph.

D. or equivalent doctoral degree

• or-3 full years of progressively higher level gradue educion leading to a Ph.

D. or equivalent doctoral degree To receive credit for educion, you must provide college transcripts to support your educional claims. Additional informion

ENLISTMENT CASH BONUSES

: Acceptance of a technician position may affect any bonus and/or educional assistance th may be applicable. Please contact your Educion Office prior to accepting a position with the Iowa Army Nional Guard. Participion in direct deposit is mandory. If you are a male applicant 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 are not eligible for appointment in this agency ( https://www.sss.gov/RegVer/wfRegistrion.aspx ). 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 found to be among the qualified candides, you referred to the selecting official for employment considerion. Knowledge, Skills and Abilities required for this position: Knowledge ofIT principles, methods and practices are in the assigned specialty area. Skill to plan and deliver of a full range of customer support services to the organizion. Knowledge of and skill in applying a wide variety of applicions, opering systems, protocols and equipment used in customer organizions, methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems. Knowledge and understanding of mobile device functionality and PII security for compliance with all applicable official guidance and publicion. Ability to provide advice and assistance to customers, troubleshoots complex problems, and provides support in a manner th minimizes interruptions in the customers' ability to carry out critical business activities. 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: Your resume showing work schedule, hours worked per week, des (form should include Month and Year) of employment and duties performed. Additional Supporting Documents (if applicable) : Cover Letter, Transcripts, DD 214, SF-50, ect. 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 and submit the documention specified in the Required Documents section below. 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 Christopher Powders Phone 515-252-4677 X4677 christopher.l.powders.civ@army.mil Address

IA G6 DCSIM 7105 NW

70th Ave Johnston, IA 50131-1824 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: Your resume showing work schedule, hours worked per week, des (form should include Month and Year) of employment and duties performed. Additional Supporting Documents (if applicable) : Cover Letter, Transcripts, DD 214, SF-50, ect. 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 and submit the documention specified in the Required Documents section below. 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 Christopher Powders Phone 515-252-4677 X4677 christopher.l.powders.civ@army.mil Address

IA G6 DCSIM 7105 NW

70th Ave Johnston, IA 50131-1824 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 Open & closing des 04/23/2026 to 05/07/2026 Salary $68,545

• $97,875 per year Pay scale & grade GS 9
• 11 Locion 1 vacancy in the following locion: Camp Dodge Military Reservion, IA 1 vacancy Remote job No Telework eligible No Travel Required Occasional travel
• You may be expected to travel for this position.

Relocion expenses reimbursed No Appointment type Permanent Work schedule Full-time Service Excepted Promotion potential 11 Job family (Series) Supervisory stus Yes Security clearance Drug test No Financial disclosure Bargaining unit stus Announcement number

IA-12943177-AR-26-128

Control number 866440200