IT SPECIALIST (CUSTOMER SUPPORT)

Summary

You will serve as a IT Specialist (Customer Support) in the Information Technology and Cybersecurity Department (IT&CS) of PSNS and IMF.

Duties

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• You will serve as a senior level IT specialist responsible for planning and identifying IT service operations requirements for the command.
• You will provide IT field engineering or senior technician services for specified areas of responsibility, diagnosing and resolving problems in response to customer reported incidents regarding a myriad of IT issues.
• You will utilize a customer service request/reporting system to identify trends and develop metrics.
• You will perform research, evaluation and provide feedback on problem trends and patters in customer support requirements, taking action to mitigate identified problems and communicate necessary info to customers and management.
• You will analyze Platform Information Technology requests to ensure they meet higher level command and Information Assurance requirements, submitting requests to the appropriate Information Technology and Cybersecurity Department authority.
• You will develop written communications to address issues impacting or provide guidance to users regarding processes or upcoming initiatives, and post on Command Intranet.
• You will ensure the rigorous application of information security/information assurance policies, principles and practices in the delivery of customer support service.

Requirements

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Conditions of employment

• Must be determined suitable for federal employment.
• Must participate in the direct deposit pay program.
• New employees to the Department of the Navy will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov
• Generally, current federal employees applying for GS jobs must serve at least one year at the next lower grade level. This requirement is called time-in-grade. Time-in-grade requirements must be met by the closing date of this announcement.
• Within the Department of Defense (DoD), the appointment of retired military members within 180 days immediately following retirement date to a civilian position is subject to the provisions of 5 United States Code 3326.
• Males born after 12-31-59 must be registered for Selective Service.
• This is a bargaining unit position.
• This is a Cyberspace Workforce position, Technical Support Specialist, proficiency level Intermediate, the incumbent is required to obtain and maintain qualifications in DoDM 8140.03 Cyber Workforce Qualification and Department of Navy policies.
• You will be required to obtain and maintain an interim and/or final security clearance prior to entrance on duty. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a job offer or removal.
• You will be required to complete training, obtain, and maintain a government credit card for travel and travel-related purchases.
• You will be required to wear personal protective equipment such as helmets, gloves, coveralls, glasses, goggles, respirators and safety shoes continuously for the duration of the work shift.
• Work is performed in areas where potentially harmful physical and chemical agents are present (e.g. fumes, dust, heat, ionizing and non-ionizing radiation and chemicals). You will be required to participate in medical surveillance programs.
• This position may require travel from normal duty station to CONUS and OCONUS and may include remote or isolated sites. You must be able to travel on military and commercial aircraft for extended periods of time.
• You will be required to obtain and maintain a U.S. Passport.

Qualifications

Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-11 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: PLANNING OR IDENTIFYING INFORMATION TECHNOLOGY OPERATIONAL REQUIREMENTS TO PROVIDE TECHNICAL CUSTOMER SERVICE IN THE DELIVERY OF INFORMATION TECHNOLOGY SUPPORT.

In addition to one year of specialized experience as described above, your experience must reflect skill in the following four competencies:

Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include: ANALYZING AND EVALUATING COMPLEX IT ISSUES AND OFFERING RESOLUTIONS.

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. IT-related experience demonstrating this competency include: PROVIDING PROBLEM MANAGEMENT PRACTICES IN APPLYING NEW METHODS OF RESOLVING CUSTOMER ISSUES OR ENHANCING CUSTOMER'S ABILITY TO SUCCESSFULLY ACCOMPLISH MISSION GOALS.

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. IT-related experience demonstrating this competency include: PROVIDING CONSULTATION OR TRAINING AND ADVISORY SERVICES TO HELP CUSTOMERS WITH THEIR TECHNOLOGY NEEDS.

???????Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. IT-related experience demonstrating this competency include: DEVELOPING WRITTEN COMMUNICATION AND POSTING ON COMMAND INTRANET FOR CUSTOMER USE; DIAGNOSING AND RESOLVING PROBLEMS IN RESPONSE TO CUSTOMER REPORTED INCIDENTS.

Additional qualification information can be found from the following Office of Personnel Management website: OR .

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

Education

This job does not have an education qualification requirement.

Additional information

This position is covered by the Department of Defense Priority Placement Program.

Additional vacancies may be filled by this announcement.

A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any of the scheduled appointments.

Federal annuitant information: The selection of an annuitant is subject to the Department of Defense and Department of the Navy policy on the employment of annuitants. Policy information may be found at: ;br>
PPP applicants will be placed at the FPL, if determined Well Qualified (WQ). To receive priority consideration, the FPL must be the same grade level or equivalent of the retained grade or the grade held immediately prior to separation.

In addition to meeting all minimum qualification and eligibility requirements, ICTAP applicants must be well qualified for the position to receive consideration for special priority selection. A well-qualified ICTAP applicant is one who possesses the competencies and experience to perform the duties of the position successfully with orientation to learn/understand the activities, procedures, policies and processes. Demonstrated work experience in the occupation is typically qualifying for placement. This criterion cannot be met by education and training. ICTAP candidates must provide copies of all of the following documentation at the time of application: 1) agency notice; 2) most recent performance appraisal and 3) most recent SF-50 or notification of personnel action that includes position, grade level, and duty location. Applicants who do not provide this documentation will not receive consideration as an ICTAP candidate.

For more information about ICTAP eligibility please review the following link: ;br>
Military Spouse Preference applicants will be placed at the highest grade for which they have applied and are determined Best Qualified (BQ). A BQ military spouse possesses knowledge, skills, abilities, and competencies comparable to others who meet the competitive referral criteria for the specific position.

This position is subject to work an uncommon tour, including nights, weekends, and holidays to meet mission requirements. Overtime or night differential pay and/or unusual duty hours may be required.

This position may require rotating shift work.

This position requires exposure to high noise levels.

Certain incentives (such as Recruitment or Relocation) may be authorized to eligible selectees.

A relocation incentive is generally a single payment intended to offset some of the relocation costs experienced by the selectee. A relocation incentive may be authorized.

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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.