IT Specialist (Customer Support)

Quick Facts

• Role: IT Specialist (Customer Support), GS-2210-11 (dual status Excepted Permanent)

• Employer context: Joint Force Headquarters (Marietta, Georgia)

• Security/cyber requirements: SECRET minimum; Security+ within 18 months; IA Technician Level II within 6 months (pending training seat availability)

Description

Provide Tier II customer support by installing, configuring, troubleshooting, and maintaining end-user hardware and software. Diagnose system and workstation failures, re-image workstations as needed, apply security measures, and document support actions in Remedy ITSM or the current ticket tracking system. Coordinate resolution efforts with users, IT personnel, and vendors while maintaining IT hardware/software databases and completing required inventories.

Responsibilities

• Address customer problems through troubleshooting, maintenance, and training; provide initial incident information to Incident Response.

• Trouble-shoot and repair IT systems and components (hardware and software) using Army standards and accepted practices.

• Provide Tier II support for end-user hardware failures and devise recovery plans; implement quick fixes and follow-up recommendations.

• Re-image customer workstations and resolve complex problems; isolate causes and user errors using programs and techniques.

• Manage damaged/lost files, optimize disk management, measure system performance, and extend system capabilities for local requirements.

• Apply approved security standards and security measures.

• Receive and resolve help center calls; research in-depth hardware/software issues and coordinate with subject matter experts.

• Coordinate external vendor support for warranty repairs and ensure proper escort procedures.

• Maintain awareness of IT trends through ongoing research and searches.

• Update hardware/software architecture databases for installations, turn-ins, and changes; coordinate with Property Book Officers and Supply Sergeants for accountable property and conduct cyclic inventories.

Requirements

• National Guard membership required (compatible assignment; required prior to effective placement date).

• Federal employment suitability via background investigation.

• Ability to wear military uniform.

• SECRET clearance minimum; TOP SECRET with SCI access eligibility may be required.

• Selective Service registration required for eligible males.

• Direct deposit required; probationary period completion may be required.

• Valid state driver’s license if motor vehicle operation is required.

• Ability to travel to offsite worksites as needed (may include overnight stays).

• Obtain Security+ certification within 18 months of employment.

• Complete IA Technician Level II training/certifications within 6 months of employment (pending training seat availability).

• Demonstrated ability to maintain effective professional working relationships with coworkers and customers.

Benefits

A comprehensive federal benefits package is provided; eligibility depends on the specific position type and status (full-time/part-time/intermittent).