You will serve as a INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT) in the Maritime Headquarters of OPERATIONAL SUPPORT FACILITY.

Duties

You will serve as a Customer Technical Representative responsible for approving requests for local Moves/Adds/Changes (M/A/C) in accordance with Commander, U.S. Pacific Fleet (COMPACFLT) policy. You will plan or coordinate network outages between Operations, Command and Governance group, Customer and/or Regional Operations and the Contractor. You will review and/or validate Service Level Agreement (SLA) reports for work completion and quality of service, and provide customer or claimant input in support of incentive or credit process. You will provide technical services in contract line item number (CLIN) interpretation cost estimating, technical specifications and benchmarking. You will identify, track, and review the modifications required to enhance and maintain the installed hardware and software configurations of information systems. You will respond to customer requests for all computer-related difficulties, analyze and evaluate problems, and provide recommendations for solutions. You will ensure customer satisfaction of hardware and software functionality and the quality if implementing instructions.

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 411 Intermediate level within 12 months of appointment.
• 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

For the GS-12: 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 and executing information technology (IT) customer support functions (e.g. installation, configuration, troubleshooting, modifying, recovering) to remedy IT issues and optimize end users' information systems (e.g. software applications, hardware, operating systems, network) and assessing IT service contract performance.. Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving. For the GS-11: Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-9 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: executing information technology (IT) customer support functions (e.g. installation, configuration, troubleshooting, modification, recovery) to remedy IT issues and optimize end users' information systems (e.g. software applications, hardware, operating systems, network) .. Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving. 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

In lieu of specialized experience, you may qualify with the following education or combination of both education and experience:

For the GS-11:

• Successful completion of a Ph.D. or equivalent doctoral 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
• Successful completion of 3 full years (54 hours) of progressively higher graduate level education leading to a Ph.D. or equivalent doctoral 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

A transcript must be submitted with your application if qualifying using education. See Required Documents for additional information.

Contacts

• Address OPERATIONAL SUPPORT FACILITY 250 Makalapa Drive Building 81 Pearl Harbor, HI 96860-3131 US
• Name: Department of Navy EIC
• Email: [email protected]