ITSPEC (CUSTOMER SUPPORT) with Security Clearance

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Job description

Duties GS-09 - Administers classified and unclassified local area network (LAN) clients, monitors ongoing operation of network systems to ensure hardware and software functions, and meets operational standards. Identifies and resolves complex network related problems occurring within the assigned area of responsibility. Responds to customer requests for assistance, ensuring trouble reports are handled expeditiously. Troubleshoots hardware, software, and LAN/Client operating system problems. Evaluates workstations for appropriate type of hardware and software to ensure system interoperability. Installs associated peripheral hardware in workstations. Formats hard drive file systems using current industry standards and allocates file names using proper naming conventions. Incumbent uses data, voice, and wireless principles to plan, test, and configure client systems, network, voice and personal wireless communications systems, to include specialized and unique platform IT systems. Participates in planning, monitoring, testing, maintaining, and operating multiple client systems-based platforms. Installs network hubs, switches and client workstations. Optimizes and fine tunes performance and troubleshoots common to complex client system problems. Resolves connectivity and interoperability conflicts between network components. Provides real time monitoring of critical command and control mission related systems within Wing, GSU, and tenant organizations for information technology production control. Analyzes and resolves complex problems and trends. Records and reports IT incidents as they occur to effectively track outages and types of interruptions to service and to build a knowledge base for future problem resolution. Analyzes data to determine trends in use or performance that could lead to future problems. Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements. Provides customer support, assistance, training, and orientation to Wing, GSU, and tenants. Provides technical assistance to current and potential users and proactively interacts with users to ensure proper operation and security of computer systems, hardware, and software. Performs other duties as assigned. To see a full list of duties please visit: Position Description (army.mil) GS-11 - Administers the base Local Area Network (LAN). Implements new network operating systems hardware and software and develops base wide network operating procedures. Analyzes LAN utilization statistics through data collection and performance measures to ensure the smooth, reliable, and robust operation of LANs to include classified and unclassified networks. Coordinates LAN installation, maintenance, troubleshooting, and reviews, evaluates, and fine-tunes components such as virtual servers, hubs, switches, and routers to achieve peak efficiency within the overall network connectivity. Conducts problem analysis to identify trends, ineffective practices or procedures, and equipment shortcomings. Identifies and documents network requirements for specific needs of customers. Determines if the facility environment can provide for network system requirements, and if infrastructure is in place to support the system. Plans for current and future technology integration and works issues for compatibility and standardization based on current and projected customer needs. Analyzes LAN utilization statistics, performance measures, and system profiles to ensure network robustness in serving the business needs of the installation. Forecasts future needs and prepares recommendations, justifications, and specifications for LAN equipment. Determines when improvements in networking capability are needed and makes detailed technical recommendations to the senior system specialist. Maintains required information assurance certification IAW DoD 8570.01-M, Federal Information Security Management Act of 2002, Clinger Cohen Act of 1996 in order to ensure the rigorous application of information security and assurance policies in the delivery of network services. Serves as a network security administrator for a large number of users on the installation. Performs other duties as assigned. To see a full list of duties please visit: Position Description (army.mil) Requirements Conditions of Employment Alaska Air 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. May be required to successfully complete a probationary period. U.S. Citizenship and Secret Clearance is required. Bargaining Unit: Bargaining APPOINTMENT FACTORS: Excepted/Enlisted in the Alaska Air National Guard. MILITARY GRADE REQUIREMENT: Due to the nature of this position, the minimum military grade of this position is Senior Airman (SrA/E4) and the maximum military grade is Technical Sergeant (TSgt/E6). Incumbent is subject to termination due to loss or reduction in funding for this position. Must be able to obtain and maintain the appropriate security clearance of the position. This position is covered by the Domestic Violence Misdemeanor Amendment (30 Sep 96) of the Gun Control Act (Lautenberg Amendment) of 1968. An individual convicted of a qualifying crime of domestic violence may not perform the duties of this position. Ability to establish effective professional working relationships with coworkers and customers, contributing to a cooperative working environment and successful accomplishment of the mission. May occasionally be required to work other than normal duty hours; overtime may be required. Incumbent is subject to termination due to loss or reduction in funding for this position. DESIRABLES: IAT Level II (SEC+) Irregular and/or overtime (compensatory) hours may be required to support operational requirements or contingencies or may be required to work hours outside of the normal duty day. OPEN TILL FILLED: This is an open till filled announcement with closing dates being every 30 days from the opening date. Every 30 days, a certificate of eligibles will be issued to the selecting supervisor until the position is filled. Qualifications To qualify, you must possess the EXPERIENCE OR EDUCATION as described below: EXPERIENCE Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. For GS-09, must have at least 1-year specialized experience equivalent to at least the next lower grade, GS-07. Specialized experience includes identifying and resolves complex network related problems occurring within the assigned area of responsibility. Responds to customer requests for assistance, ensuring trouble reports are handled expeditiously. Incumbent uses data, voice, and wireless principles to plan, test, and configure client systems, network, voice and personal wireless communications systems, to include specialized and unique platform IT systems. Participates in planning, monitoring, testing, maintaining, and operating multiple client systems-based platforms. Provides real time monitoring of critical command and control mission related systems within Wing, GSU, and tenant organizations for information technology production control. Provides instructions to customers on accessing data, processing, space utilization efficiencies, and program and data recovery techniques. Consults with customers regarding potential system or program upgrades, etc. For GS-11, must have at least 1-year specialized experience equivalent to at least the next lower grade, GS-09. Specialized experience includes experience in implementing new network operating systems hardware and software and develops base wide network operating procedures. Analyzes LAN utilization statistics through data collection and performance measures to ensure the smooth, reliable, and robust operation of LANs to include classified and unclassified networks. Conducts problem analysis to identify trends, ineffective practices or procedures, and equipment shortcomings. Identifies and documents network requirements for specific needs of customers. Plans for current and future technology integration and works issues for compatibility and standardization based on current and projected customer needs. Analyzes LAN utilization statistics, performance measures, and system profiles to ensure network robustness in serving the business needs of the installation. Serves as a network security administrator for a large number of users on the installation, etc. OR EDUCATION For GS-09, possesses a master's degree, an equivalent graduate deg

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