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Military Grades: E7, WO1 – CW2, O2 GENERAL EXPERIENCE: Experience, education or training that has provided a basic knowledge of helpdesk operations to include providing solutions to customer requests for assistance in resolving hardware and software problems; participation in the analysis of requests for new and modified applications; imaging and issuing of new computer systems; removing and replaces defective hardware components. SPECIALIZED EXPERIENCE: (All experience must be reflected on resume) Must have at least 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 other branches and departments. 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. Experience in managing the function of the work to be performed. Experience which includes leading, directing and assigning work of personnel. –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.
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