SUPERVISORY IT SPECIALIST

(CUSTOMER SUPPORT) Department of the Army Army Nional Guard Units

MA ARNG G6

Summary

THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION.

This Nional Guard position is for a

SUPERVISORY IT SPECIALIST

(CUSTOMER SUPPORT), Position Description Number PDT57023P1 and is part of the MA ARNG G6, Nional Guard. This is a Non-Bargaining Unit position. The unit point of contact and contact phone for this position is: Joseph Montiverdi, 520-687-8552. Learn more about this agency Summary

THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION.

This Nional Guard position is for a

SUPERVISORY IT SPECIALIST

(CUSTOMER SUPPORT), Position Description Number PDT57023P1 and is part of the MA ARNG G6, Nional Guard. This is a Non-Bargaining Unit position. The unit point of contact and contact phone for this position is: Joseph Montiverdi, 520-687-8552. Learn more about this agency Overview Help Accepting applicions Locion 1 vacancy in the following locion: Bedford, MA 1 vacancy No mching locions found. Work site options Telework eligible No Remote job No Relocion expenses reimbursed No Salary $101,375 - $131,790 per year Pay scale & grade GS 12 Promotion potential None 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 Permanent Occupions and job series 2210 Informion Technology Management Supervisory stus Yes Federal service type This job is in the Excepted Service Represented by a union No Drug test No Security clearance Secret Financial disclosure required No Some jobs require financial disclosure to identify conflicts of interests. Announcement number

MA-13078803-AR-T5-26-22

Control number 887208300 This job is open to Help Internal to an agency Current federal employees of the hiring agency th posted the job announcement. Clarificion from the agency Open to current on-board technicians of the Massachusetts Army Nional Guard Duties Help Establishes performance standards and evalues employee performance. Reviews and recommends approval of, candides for promotions and recognition.

Reviews and approves:

work plans to be accomplished by subordines; priorities and schedules for completion of work; sets broad objectives; monitors subordine employees' performance in providing IT services; reviews accomplishments; and takes approprie action of correction when deficiencies are noted. Gives advice, counsels, or instructs individual employees, on both work and administrive mters. Develops and evalues 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 subordines. Inities recognition and disciplinary actions for personnel. Identifies and arranges for approprie training and development opportunities. Determines and approves training needs and establishes formal training plans. Demonstres a broad working knowledge of the organizion's products, services and operions, such as processes and procedures required to support the operions of the Service Desk. Operes Service Desk IT tools, technologies and systems, ensuring the rigorous applicion of informion security/informion assurance policies, principles and practices in the delivery of customer support services. Serves as subject mter expert when required by demonstring knowledge of a wide variety of IT applicions, opering systems, protocols and equipment used with da/telecommunicions issues when working with others. Maintains knowledge of expertise area through research, educion, training, and on the job experiences. Develops and manages customer service performance requirements. Researches, evalues and provides feedback on problemic trends and pterns on customer support requirements. Researches customer inquiries to identify issues, diagnose problems, and recommend solutions regarding inquiry trends, technologies or process-reled concerns. Develops and maintains problem tracking and resolution dabases. The incumbent runs and/or reviews and shares informion regarding metrics reports of daily, weekly, monthly, and/or quarterly activity. Identifies and applies multiple resources and approaches to obtain informion and resolve inquiries. Serves as the Contracting Officers Representive and prepares or oversees preparion of technical stements of work and monitors the progress of the contract. Provides computer resource acquisition management support and oversight of informion technology assets. Contributes to developing customer support policies, procedures and standards. Communices with internal and external customers by conveying informion in a logical, concise and organized manner. Operes with customer's best interests in mind. Provides prompt and courteous service. Adapts language and tone to meet customer's informion needs (i.e., transles complex technical or sensitive informion so it is understandable to customer) and maintains professionalism when dealing with all customers, including ire or upset customers. Provides customer training on IT systems and processes as required. Performs other duties as assigned. Requirements Help Conditions of employment Federal employment suitability as determined by a background investigion. May be required to successfully complete a probionary period. Participion in direct deposit is mandory. Favorable background check is required. Position is subject to provisions of the DoD Priority Placement Program. PCS expenses will not be paid. Males born after 31 December 1959 must be registered for Selective Service, see www.sss.gov. Veteran's Preference will apply. DD Form 214's are required for Veteran's Preference. If claiming Veteran's Preference for disability a Disability VA letter and SF-15 must also be submitted. Visit help.usajobs.gov/working-in-government/unique-hiring-phs/veterans to learn more about Veteran's Preference. Incumbent must possess or be able to acquire the approprie level security clearance for this position. Must have active Secret Security Clearance time of hire. Must be DoD 8570 compliant (IAM level I or higher) time of hire or within 6 months of de of hire. Qualificions

AREA OF CONSIDERATION

: Open to current on-board technicians of the Massachusetts Army Nional Guard

GENERAL EXPERIENCE

: Must have experience, educion or training which 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

: Must have least 36 months 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. Experience in managing the function of the work to be performed. Experience which includes leading, directing and assigning work of personnel.

PART-TIME OR UNPAID EXPERIENCE

: Credit given for approprie unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of months/years.

VOLUNTEER WORK EXPERIENCE

: Refers to paid and unpaid experience, including volunteer work done through Nional Service Programs (i.e., Peace Corps, AmeriCorps) and other organizions (e.g., professional; philanthropic; religious; spiritual; community; student and social). Volunteer work helps build critical competencies, knowledge and skills th can provide valuable training and experience th transles directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. 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 ( https://www.sss.gov/RegVer/wfRegistrion.aspx ). To ensure compliance with an applicable preliminary nionwide injunction, which may be supplemented, modified, or vaced, depending on the course of ongoing litigion, the Federal Government will take no action to implement or enforce the

COVID-19

vaccinion requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccinion for Federal Employees. Federal agencies may request informion regarding the vaccinion stus of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols reled to masking, physical distancing, testing, travel, and quarantine. Fair Chance to Compete for Jobs Act of 2019 An employee of an agency may not request, in oral or written form, th an applicant for an appointment to a position in the civil service disclose criminal history record informion regarding the applicant before the appointing authority extends a conditional offer to the applicant. An applicant may submit a complaint, or any other informion, to an agency within 30 calendar days of the de of the alleged non-compliance by an employee of an agency. To file a complaint please click this link and scroll to the bottom of the page for more informion. 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. Please follow all instructions carefully. Errors or omissions may affect your eligibility. Once the applicion process is complete, a review of resume and supporting documention made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. If, after reviewing your resume and/or supporting documention, a determinion is made th you have infled your qualificions and/or experience, you may lose considerion for this position. 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 Resume must be submitted with the following informion: Your name and contact informion. Work Experience section of your resume must include: Name of the organizion you worked . Job title you held the organizion. Start and end des for the position (des must have month and year) . Bulleted stements regarding duties you performed in the position. Be clear and concise in sting your duties, we will not make any assumptions regarding your experience. Your bulleted stements should reflect th you have the required specialized experience described in this announcement. If your position was in the civil service, include the grade and series for the position. If applicable, include

TRADITIONAL GUARDSMEN

experience. Enter your MOS, bulleted stements of duties, and start and end des (des must have month and year) . Educion and certifices if applicable. Include name of school, degree, or certifice, start and end des. Part-Time, unpaid, volunteer work if applicable. Include duties and responsibilities and start and end des ( des must have month and year)

IMPORTANT

Resumes th exceed 2 pages cannot be For additional informion regarding resume requirements : https://help.usajobs.gov/faq/applicion/documents/resume/page-limit Unofficial Transcripts - If used to qualify (An official transcript may be required before being hired.) Veteran's Preference - If applicable and claiming Veteran's Preference, you must upload documention to support your Veteran's Preference claim to include your DD-214 indicing the type of discharge. If claiming Veteran's Preference for a disability, you must submit a VA Disability letter and SF-15 supporting your disability claim. Priority Placement Program (PPP) Applicants - If claiming PPP stus you must submit required documention as sted below: DoD Military Reserve (MR) and Nional Guard (NG)

Technicians:

A copy of the "Military Reserve and Nional Guard Technician PPP Self-Certificion Checklist" and copies of the approprie documention, such as the notificion letter you received showing you are no longer eligible for military or NG membership (through no fault of your own) and th you have completed least 15 years of technician service and a minimum of 20 years of service creditable for non-regular retirement. Priority Placement Program DoD Military Reserve (MR) and Nional Guard (NG)

Preference Eligible Technician Receiving Disability Retirement:

A copy of the "Military Reserve and Nional Guard Technician Disability PPP Self-Certificion Checklist" and copies of the approprie documention, such as the notificion letter you received th stes you are no longer eligible for Reserve membership due to a service-connected disability. Priority Placement Program (PPP)

DoD Retained Grade Preference Eligible:

A copy of the "Retained Grade PPP Self-Certificion Checklist" and copies of the approprie documention, such as a RIF change-to-lower-grade notice, and an SF-50 reflecting your RIF change to lower grade. 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/13078803 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.

IMPORTANT

Your resume cannot exceed 2 pages. 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 Elizabeth Boonstra elizabeth.a.boonstra.civ@army.mil Address

MA ARNG G6 2

Randolph Road Hanscom

AFB, MA 01731 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 Resume must be submitted with the following informion: Your name and contact informion. Work Experience section of your resume must include: Name of the organizion you worked . Job title you held the organizion. Start and end des for the position (des must have month and year) . Bulleted stements regarding duties you performed in the position. Be clear and concise in sting your duties, we will not make any assumptions regarding your experience. Your bulleted stements should reflect th you have the required specialized experience described in this announcement. If your position was in the civil service, include the grade and series for the position. If applicable, include

TRADITIONAL GUARDSMEN

experience. Enter your MOS, bulleted stements of duties, and start and end des (des must have month and year) . Educion and certifices if applicable. Include name of school, degree, or certifice, start and end des. Part-Time, unpaid, volunteer work if applicable. Include duties and responsibilities and start and end des ( des must have month and year)

IMPORTANT

Resumes th exceed 2 pages cannot be For additional informion regarding resume requirements : https://help.usajobs.gov/faq/applicion/documents/resume/page-limit Unofficial Transcripts - If used to qualify (An official transcript may be required before being hired.) Veteran's Preference - If applicable and claiming Veteran's Preference, you must upload documention to support your Veteran's Preference claim to include your DD-214 indicing the type of discharge. If claiming Veteran's Preference for a disability, you must submit a VA Disability letter and SF-15 supporting your disability claim. Priority Placement Program (PPP) Applicants - If claiming PPP stus you must submit required documention as sted below: DoD Military Reserve (MR) and Nional Guard (NG)

Technicians:

A copy of the "Military Reserve and Nional Guard Technician PPP Self-Certificion Checklist" and copies of the approprie documention, such as the notificion letter you received showing you are no longer eligible for military or NG membership (through no fault of your own) and th you have completed least 15 years of technician service and a minimum of 20 years of service creditable for non-regular retirement. Priority Placement Program DoD Military Reserve (MR) and Nional Guard (NG)

Preference Eligible Technician Receiving Disability Retirement:

A copy of the "Military Reserve and Nional Guard Technician Disability PPP Self-Certificion Checklist" and copies of the approprie documention, such as the notificion letter you received th stes you are no longer eligible for Reserve membership due to a service-connected disability. Priority Placement Program (PPP)

DoD Retained Grade Preference Eligible:

A copy of the "Retained Grade PPP Self-Certificion Checklist" and copies of the approprie documention, such as a RIF change-to-lower-grade notice, and an SF-50 reflecting your RIF change to lower grade. 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/13078803 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.

IMPORTANT

Your resume cannot exceed 2 pages. 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 Elizabeth Boonstra elizabeth.a.boonstra.civ@army.mil Address

MA ARNG G6 2

Randolph Road Hanscom

AFB, MA 01731 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 Locion 1 vacancy in the following locion: Bedford, MA 1 vacancy No mching locions found. Work site options Telework eligible No Remote job No Relocion expenses reimbursed No Salary $101,375 - $131,790 per year Pay scale & grade GS 12 Promotion potential None 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 Permanent Occupions and job series Supervisory stus Yes Federal service type This job is in the Excepted Service Represented by a union No Drug test No Security clearance Secret Financial disclosure required No Some jobs require to identify conflicts of interests. Announcement number

MA-13078803-AR-T5-26-22

Control number 887208300