You will serve as an IT SPECIALIST (CUSTOMER SUPPORT) in the Information Technology and Cyber Security (IT&CS) Department, Code 109 of PSNS and IMF.

Duties

You will assist in diagnosing, testing, and resolving IT problems in response to customer reported incidents regarding a myriad of IT issues. You will identify IT service operational requirements and assist with researching complaints, effective solutions based on those requirements. You will assist in building, testing and deploying of workstations, laptops, and tablets, as required, to meet the customer's requirements and mission You will perform software installations and testing on IT systems to ensure the software functions properly and meets security requirements. You will assist in researching and analyzing problem trends and patterns in customer support requirements. You will collect and analyze metrics on customers' requests, tickets, system inventory, and tracks IT systems as part of inventory validations. You will utilize customer request/reporting system to identify trends and develop metrics. You will assist in researching and analyzing IT purchase requests to ensure they meet higher-level command and cybersecurity requirements. You will prepare written communications (i.e., SOPs, desk guides or process instructions) to address issues impacting or providing guidance to users regarding processes or upcoming initiatives.

Requirements

• Must be a US Citizen.
• 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.
• You will be required to obtain and maintain a current valid United States driver’s license.
• 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.
• This position is designated as a Cyber IT/Cybersecurity Workforce position. You must obtain and maintain the credentials as described in SECNAV M-5239.2 for specialty area (Technical Support Specialist) level (Basic) within 12 months of appointment.
• 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.

Qualifications

Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-07 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: one year providing assistance in information technology customer support services by identifying, diagnosing, and resolving software and hardware problems in response to customer reported incidents, minimizing customer downtime. Your experience must reflect skill in the following areas: 1.Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include: evaluating the effectiveness and efficiency of IT systems; developing and monitoring parameters used to evaluate the accomplishment of application goals and objectives. 2.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: managing user accounts, groups, and permissions; consulting with customers to identify and specify requirements. 3.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: communicating complex technical requirements to non-technical personnel; briefing senior management on complex or controversial issues. 4.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: diagnosing and recovering failed systems; resolving integration and interoperability issues. Additional qualification information can be found from the following Office of Personnel Management website: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/ 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

Education may be substituted for specialized experience as follows:

Successful completion of a master's or equivalent graduate degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, graduate education that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.
OR
Successful completion of 2 full years (36 hours) of progressively higher graduate level education leading to a master's degree or equivalent graduate degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, graduate education that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

Contacts

• Address PSNS and IMF 1400 Farragut Ave Bremerton, WA 98314 US
• Name: Department of Navy EIC
• Email: [email protected]