Supervisory IT Specialist; Customer Support; T32 Security Clearance

Position: SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT) (T32) with Security Clearance
Duties
1. Establishes performance standards and evaluates employee performance. Reviews and recommends approval of, candidates for promotions and recognition. Reviews and approves: work plans to be accomplished by subordinates; priorities and schedules for completion of work; sets broad objectives; monitors subordinate employees' performance in providing it services; reviews accomplishments; and takes appropriate action of correction when deficiencies are noted. Gives advice, counsels, or instructs individual employees, on both work and administrative matters.

Develops and evaluates 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 subordinates. Initiates recognition and disciplinary actions for personnel. Identifies and arranges for appropriate training and development opportunities. Determines and approves training needs and establishes formal training plans.

25% 2. Demonstrates a broad working knowledge of the organization's products, services and operations, such as processes and procedures required to support the operations of the service desk. Operates service desk it tools, technologies and systems, ensuring the rigorous application of information security/information assurance policies, principles and practices in the delivery of customer support services. Serves as subject matter expert when required by demonstrating knowledge of a wide variety of it applications, operating systems, protocols and equipment used with data/telecommunications issues when working with others.

Maintains knowledge of expertise area through research, education, training, and on the job experiences. 25% 3. Develops and manages customer service performance requirements. Researches, evaluates and provides feedback on problematic trends and patterns on customer support requirements. Researches customer inquiries to identify issues, diagnose problems, and recommend solutions regarding inquiry trends, technologies or process-related concerns. Develops and maintains problem tracking and resolution databases.

The incumbent runs and/or reviews and shares information regarding metrics reports of daily, weekly, monthly, and/or quarterly activity. Identifies and applies multiple resources and approaches to obtain information and resolve inquiries. Serves as the contracting officers representative and prepares or oversees preparation of technical statements of work and monitors the progress of the contract. Provides computer resource acquisition management support and oversight of information technology assets.

25% 4. Contributes to developing customer support policies, procedures and standards. Communicates with internal and external customers by conveying information in a logical, concise and organized manner. Operates with customer's best interests in mind. Provides prompt and courteous service. Adapts language and tone to meet customer's information needs (i.e., translates complex technical or sensitive information so it is understandable to customer) and maintains professionalism when dealing with all customers, including irate or upset customers.

Provides customer training on it systems and processes as required. 25% performs other duties as assigned. Requirements conditions of employment
* national guard membership is required. If you are not sure you are eligible for military membership, please contact a national guard recruiter prior to applying for this position.
* this is an excepted service position that requires membership in a compatible military assignment in the employing state's national guard, required prior to the effective date of placement.
* selectee will be required to wear the military uniform.
* applicants who are not currently a member of the national guard must be eligible for immediate membership and employment in the national guard in the military grade listed in this announcement.
* may be required to successfully complete a probationary period.
* participation in direct deposit is mandatory.
* may occasionally be required to work other than normal duty hours; overtime may be required. Qualifications military requirements: this is an excepted service position that requires membership in a compatible military grade in the alabama army national guard. Applicants who are not currently a member of the alabama army national guard must be eligible for immediate membership. If you are not sure you are eligible for military membership, please contact an alabama army national guard recruiter at  prior to applying for this position.

Minimum military rank: 2lt maximum military rank: 1lt experience requirements: each applicant must fully substantiate (in his/her own words) that he/she meets the requirements of the specialized experience listed below: otherwise, the applicant will be considered unqualified…