You will serve as an INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT) in the End Device Support Branch, Technical Support Division, IT and Cyber Security Office, Portsmouth Naval Shipyard, Kittery, ME.

Duties

You will serve as the Subject Matter Expert (SME)/senior level technician responsible for coordination and synchronization for complex procedures related to computer upgrades, peripheral support, software support and applications for users. You will open, monitor and close trouble tickets and add pertinent information into the Trouble Ticket System, including all steps leading to resolution. You will provide computer configuration, troubleshoot software, network connectivity issues, printers and other end devices. You will write, review and evaluate standard operating procedures. You will ensure rigorous application of information security/information assurance policies, principles and practices in the delivery of customer support and services.

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.
• This is a bargaining unit position.
• 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-Technical Support Specialist level II 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.
• 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.

Qualifications

EXPERIENCE: Individuals must have IT-related experience demonstrating each of the four competencies listed below: 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency includes: REVIEWING YOUR INFORMATION TECHNOLOGY RELATED WORK TO ENSURE YOU FOLLOWED THE INSTRUCTIONS PROVIDED IN JOB AIDS AND STANDARD OPERATING PROCEDURES (SOPS) BEFORE TURNING IT IN FOR HIGHER LEVEL REVIEW. 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 includes: HELPING END USERS CHANGE THE DESKTOP DISPLAY CONFIGURATIONS ON THEIR WORKSTATIONS. 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 includes: PRESENTING TRAINING TO END USERS ON HOW TO CREATE AN ACCOUNT AND SUBMIT HELP TICKETS IN A NEW INFORMATION TECHNOLOGY SYSTEM. 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 includes: RESOLVING COMMON ISSUES END USERS HAVE WHEN USING AN INFORMATION TECHNOLOGY SYSTEM. To Qualify 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: Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving. Experience providing support to end users and production with IT hardware and software issues related to end devices that arise for all unclassified and/or classified networks and standalone hardware; Experience installing, maintaining and troubleshooting hardware and software, optimizing the functionality of local area networks and systems, and diagnosing and recovering failed systems in support of end devices; Experience maintaining current Windows desktop operating systems, word processing, spreadsheets, multimedia, database management, presentations/graphics, and network communications; Experience with information security/information assurance policies, principles and practices in the delivery of customer support. To Qualify for the GS-11: Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-09 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving. Experience with standalone and networked PC, printer, systems operations, installation, troubleshooting, repair, maintenance, testing, and configuration management methods; Experience maintaining current Windows desktop operating systems, word processing, spreadsheets, multimedia, database management, presentations/graphics, and network communications; Experience with information security/information assurance policies, principles and practices in the delivery of customer support. 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

SUBSTITUTION OF EDUCATION FOR EXPERIENCE (GS-11): Applicants may substitute the following education for the required experience, provided it demonstrates the knowledge, skills and abilities necessary to do the work of the position:

Ph.D. or equivalent doctoral degree;
OR
3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree, with a major study in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree 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.

(GS-12): There is no allowable substitution of education for experience at the GS-12 grade level.

Are you using your education to qualify? Positions that have basic education requirements, or if you are using education to meet all or part of the qualification requirements, you must submit a copy of your transcripts or an itemized list of college courses which includes equivalent information from the transcript (course title, semester/quarter hours, and grade/degree earned). See OPM's General Policies for information on crediting education.

Education completed in foreign colleges or universities may be used to meet the qualification requirements if the applicant can provide documentation indicating that the foreign education is comparable to that received in an accredited educational institution in the United States. It is the responsibility of the applicant to provide such evidence when applying. For further information, visit:https://www2.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html

Contacts

• Address PORTSMOUTH NAVAL SHIPYARD HRO Building 44/1 Portsmouth, NH 03804-5000 US
• Name: Department of Navy EIC
• Email: [email protected]