Remote Service Desk It Jobs in Springfield, MA (NOW HIRING)

Summary
THIS IS A TITLE 32 DUAL STATUS POSITION
DUTY LOCATION: 103d Communications Flight (CF), East Granby, CT
AREA(S) OF CONSIDERATION:
Area 1: All currently employed full-time permanent and indefinite personnel, assigned to the Communication Flight of the CTANG.
Area 2: All currently employed full-time temporary technician personnel and all current traditional members, assigned to the Communication Flight the CTANG.
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Duties
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JOB SUMMARY: The purpose of this position is to serve as a customer support specialist performing work involving analytical and evaluative duties related to classified and 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.
NATIONAL GUARD MEMBERSHIP IS REQUIRED. This is an excepted position that requires membership in a compatible military assignment in the Connecticut Air National Guard.
The major duties include, but are not limited to:

• Manages the assigned IT/communications environment with privileged access at the network level for the Wing, Geographically Separated Units (GSU), and Tenants.
• 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.
• Provides customer technical assistance and support for all users.
• Determines customer requirements and assists customers by recognizing and analyzing trends and providing instruction and orientation services.
• 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.

Requirements
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Conditions of employment

• National Guard Membership is required.
• Males born after 31 December 1959 must be registered for Selective Service.
• Federal employment suitability as determined by a background investigation.
• Must meet Compatible Military Assignment within one year from placement.
• Wear of the military uniform is mandatory.
• Direct Deposit is mandatory.
• Must be able to obtain and maintain a secret security clearance.
• Must possess a valid state drivers license.
• Incumbent is required to serve a 2-year trial/probationary period.
• Incumbent shall comply with the requirements of the certification program and will be required to obtain and maintain certification. Certification requirements are outlines in DoD Instruction 8570.01-M.

Qualifications
GENERAL EXPERIENCE: Experience, education or training that has 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.
SPECIALIZED EXPERIENCE: Your resume and any other supporting documentation you wish to provide must clearly substantiate you currently possess the required length of specialized experience in the following:
GS-09 REQUIRES 24 MONTHS:

• Experience, education, or training in analysis of the interrelationship 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 alternatives had to be weighed with a view to production efficiency.

GS-11 REQUIRES 36 MONTHS:

• 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.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of customer service and support principles and methods sufficient to manage the customer support help desk operations involving the delivery of a full range of customer support services to all serviced organizations.
• Knowledge of network configuration techniques, computer equipment and assigned system software to determine source of failures.
• Knowledge of current state-of-the-art system software to include operating systems as well as functional application software.
• Knowledge of how the hardware, software and network infrastructure related to the serviced systems along with an understanding of how they integrate together sufficient to analyze problems reported to distinguish between hardware, software, network and user related problems.
• Skill in providing staff advice, planning, user assistance/training and evaluation services and functions within each specialty area.
• Knowledge of a wide variety of applications, operating systems, protocols, and equipment used in customer organizations, and methods and practices for troubleshooting, recovering, adjusting, modifying, and improving current computer systems throughout the state and troubleshooting techniques for all hardware and peripherals.
• Knowledge of a wide range of communications concepts, principles, and practices as well as telecommunications operating techniques, digital and analog communications requirements.
• Knowledge of sophisticated diagnostic software and test equipment and devices necessary to identify, isolate and correct system faults and conflicts.
• Skill in identification, isolation and correction of complex workstation and network system faults.
• Skill in identifying and resolving conflicts between workstations, network and peripheral devices; skill in adapting existing software to advanced systems; and skill in adapting multiple devices to operate from individual workstations or as network devices.

COMPATIBLE MILITARY ASSIGNMENT: All applications will be considered regardless of Branch/AOC/FA/AFSC. Incumbent will be required to be assigned to compatible military position within 1 year of selection. The selected individual may be required to attend formal technician school training.
MILITARY GRADE (Prior to Application): Enlisted: E-3 through E-7
UNIT OF ASSIGNMENT: 103d Air Wing or any subordinate unit
MANPOWER NUMBER: 0833-044
POSITION SEQUENCE NUMBER: 8023555
SPECIAL REQUIREMENTS: This position requires a security clearance (secret) which the applicant must possess or be able to obtain a clearance within one year of appointment. 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.
CONDITION OF EMPLOYMENT: This position is covered under the Information Assurance Workforce Improvement Program and requires Information Assurance (IA) Management Level I Certification. IA Baseline Certification is required within 6 months of assignment to the position. Employee will be required to maintain certification status and complete continuous education or sustainment training as required by certification. Failure to receive the proper IA certification may results in removal from this position.
STATEMENT OF DIFFERENCE: Individual selected at a lower level will be issued a Statement of Difference. Predicated upon qualifications, individual could be hired at the GS-11 grade. An individual selected for this position at the lower grade will progressively be advanced to GS-11 upon achievement of required qualifications without further competition.
CONDITION OF EMPLOYMENT: You will be required to serve a 2-year trial period during which we will evaluate 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 organizational 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 periodyour employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Education
SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE: At the GS-9 level, a masters or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree may be substituted. At the GS-11 level, a Ph.D. or equivalent, or 3 years of progressively higher level graduate education leading to such a degree. (Undergraduate or 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).
FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying.
You must provide transcripts or other documentation to support your educational claims. To receive credit for education, you must provide documentation of proof that you meet the education requirements for this position.
Additional information
Primary Change of Station (PCS) relocation expenses will NOT be paid.
To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a Federal job announcement includes the requirement that applicants must be fully vaccinated against COVID-19 pursuant to E.O.14043, that requirement does not currently apply. Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.
Under 32 U.S.C. 709, Veterans Preference does NOT apply.
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 (https://www.sss.gov/RegVer/wfRegistration.aspx).
MILITARY INCENTIVES - BONUSES AND STUDENT LOAN REPAYMENT PROGRAM: If you are selected for this position, you may lose your eligibility for your National Guard Enlistment/Reenlistment Bonus and Student Loan Repayment Program (incentives). In order to avoid losing your incentive eligibility, you should check with your serving incentive manager (CTARNG-G1 or CTANG-Retention Office) prior to accepting an offer for the position. For M-Day/Traditional personnel who are currently receiving incentives to include Bonuses and the Student Loan Repayment Program, the following termination rule applies:
Incentive Termination without Recoupment: If you accept a Military Technician (Mil Tech) Permanent position where membership in the National Guard is a condition of employment, your bonus will be terminated with no recoupment as long as you have served at least 6 months of the bonus contract following receipt of the initial bonus payment.
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Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
Benefits
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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.
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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.