You will serve as an IT SPECIALIST (CUSTOMER SUPPORT) in the TECHNICAL SUPPORT DIVISION, IT & CYBER SECURITY OFFICE of PORTSMOUTH NAVAL SHIPYARD.

Duties

You will coordinate and accomplish multiple tasks/projects requiring substantial analysis, organization and coordination. You will independently provide end user desktop environment and peripherals support timely and logically. You will use approved tools and techniques to either onsite and/or remotely troubleshoot and resolve end user hardware and software problems. You will open, monitor status and close trouble tickets, add pertinent information into the Trouble ticket system, and include all the steps leading to resolution.

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 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.
• 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.
• 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.
• 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.
• 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 is a bargaining unit position.

Qualifications

EXPERIENCE: Individuals must have IT-related experience demonstrating each of the four competencies listed below: 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. 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. 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 HELPTICKETS IN A NEW INFORMATION TECHNOLOGY SYSTEM. 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. AND SPECIALIZED EXPERIENCE: In order to qualify for this position, your resume must demonstrate at least one year of specialized experience at or equivalent to the next lower grade level or pay band in the federal service or equivalent experience in the private or public sector. Specialized experience is experience that has equipped you with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Creditable specialized experience must demonstrate the following: FOR GS-05 (one year of specialized experience equivalent to GS-04): Experience assisting with hardware, software, peripherals, system architecture, displays, input/output devices, and asset management processes. Experience establishing and maintaining effective working relationships with customers and contractors internal and external to the Department. Experience assisting with system security methods and procedures necessary to ensure protection and security measures are applied to government-owned unclassified and classified network equipment. FOR GS-07 (one year of specialized experience equivalent to GS-05): Experience providing technical support to customers related to IT hardware and software issues. Experience improving customer service, customer communications and relationships, and ensuring the integration of IT programs. Experience with hardware, software, peripherals, system architecture, displays, input/output devices, and asset management processes. Experience with system security methods and procedures necessary to ensure protection and security measures are applied to government-owned unclassified and classified network equipment. 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

SUBSTITUTION OF EDUCATION FOR EXPERIENCE: 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. All academic degrees and coursework must be from accredited or pre-accredited institutions.

Substitution of Undergraduate or Graduate Education: Degree 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-05: bachelor's degree

GS-07: One full year of graduate-level education (18 semester hours) or superior academic achievement in undergraduate degree.

Superior academic achievement (S.A.A.)
http://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-policies/#url=e4

S.A.A. is based on (1) class standing, (2) grade-point average, or (3) honor society membership.

1. Class standing -- Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses.

2. Grade-point average (G.P.A.)-- Applicants must have a grade-point average of:
   1. 1. 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or
      2. 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum.

Grade-point averages are to be rounded to one decimal place. For example, 2.95 will round to 3.0 and 2.94 will round to 2.9.

3. Election to membership in a national scholastic honor society -- Applicants can be considered eligible based on membership in one of the national scholastic honor societies listed by the Association of College Honor Societies http://www.achsnatl.org/). Agencies considering eligibility based on any society not included in the list must ensure that the honor society meets the minimum requirements of the Association of College Honor Societies. Membership in a freshman honor society cannot be used to meet the requirements of this provision.

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]