This position is assigned to the NAF Systems Branch (N6Q) supporting Fleet and Family Readiness Support Services (N94); Commander, Navy Installations Command (CNIC); Millington, TN. Incumbent serves as a Headquarters (HQ) IT Specialist (Customer Support) Lead responsible for and leading work that involves the planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.

Duties

Lead duties include but are not limited to: Ensures the organization's strategic plan, mission, vision and values are communicated to the team and integrated into the team's strategies, goals, objectives, work plans and work products and services. Articulates and communicates to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion. Coaches the team in the selection and application of appropriate problem solving methods and techniques, provides advice on work methods, practices and procedures, and assists the team and/or individual members in identifying the parameters of a viable solution. Leads the team in: identifying, distributing and balancing workload and tasks among employees in accordance with established work flow, skill level and/or occupational specialization; making adjustments to accomplish the workload in accordance with established priorities to ensure timely accomplishment of assigned team tasks; ensuring that each employee has an integral role in developing the final team product. Trains or arranges for the training of team members in methods and techniques of team building and working in teams to accomplish tasks or projects, and provide or arrange for specific administrative or technical training necessary for accomplishment of individual and team tasks. Monitors and reports on the status and progress of work, checking on work in progress and reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines and quality have been met. Serves as coach, facilitator and/or negotiator in coordinating team initiatives and in consensus building activities among team members. Maintains program and administrative reference materials, project files and relevant background documents and makes available policies, procedures and written instructions from the supervisor; maintains current knowledge to answer questions from team members on procedures, policies, directives, etc. Represents the team in dealings with the supervisor for the purpose of obtaining resources (e.g., computer hardware and software, use of overtime or compensatory time), and securing needed information or decisions from the supervisor on major work problems and issues that arise. Estimates and reports to the team on progress in meeting established milestones and deadlines for completion of assignments, projects and tasks, and ensures that all team members are aware of and participate in planning for achievement of team goals and objectives. Researches, learns and applies a wide range of qualitative and/or quantitative methods to identify, assess, analyze and improve team effectiveness, efficiency and work products. Leads the team in assessing its strengths and weaknesses and guides the team in exploring alternatives and determining what improvements can be made (e.g., in work methods, processes and procedures). Communicates team consensus and recommendations to the supervisor on actions affecting team and individual awards, rewards and recognition. Intercedes with the supervisor on behalf of the team to inform the supervisor of performance management issues/problems and to recommend/request related actions, such as: assignments, reassignments, promotions, tour of duty changes, peer reviews and performance appraisals. Non-Lead duties include but are not limited to: Provides Tier I and II level help desk hardware and software support for Fleet and Family Readiness FFR devices to include Point of Sale (POS), patron and business for the enterprise. Provides NMCI and non NMCI smartphone support. Provides Video Teleconference support for commercial systems. Collaborates and liaisons with program managers and attends conference calls as required. Assist with needs analyses to define opportunities for new or improved support process solutions. Researches, evaluates, and provides feedback on problematic trends and patterns to support requirements. Participates in the planning and delivery of a full range of customer support services to the organization. Performs and ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Creates solutions guide to typical and recurring help desk tickets and post for general use. Analyzes customer/user/process owner change requests and/or makes suitable alternative recommendations to support mission requirements. Provides cross training to colleagues as required or appropriate. Serves as Contracting Officer Representative (COR) or Assistant Contracting Officer Representative (ACOR) or Technical Advisor (TA) as required.

Requirements

• Must pass all applicable records and background check.
• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.

Qualifications

Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs. A qualified candidate possesses one or more of the following: A master's degree or equivalent graduate degree in Computer Science, Engineering, Information Science, Information Systems Management, Mathematics, Operations Research, Statistics, or Technology Management. A 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 applicants, systems, or networks. At least four years of specialized experience as an IT Specialist demonstrating attention to detail, customer service, oral communication, and problem solving. A qualified candidate also possesses the following: Knowledge of managerial practices and team building concepts. Knowledge of and skill in applying Tiered Customer Support in help desk systems to intake, assign, monitor and complete help desk tickets. Knowledge of CNIC's organizational structure, functions, and mission. Knowledge of industry-standard and organizationally accepted business and systems analysis principles and methods in customer support. Knowledge of life cycle management concepts and skill in applying their application to the organization's current and future systems. Knowledge of and skill in supporting business, patron and non-official devices and systems to achieve end user device functioning at optimal level to meet mission requirements. Knowledge of and skill in supporting NMCI devices and systems to achieve end user device functioning at optimal level to meet mission requirements. Knowledge of and skill in understanding organizational business processes and operations. Knowledge of and skill in translating customer requirements into workable and cyber secure compliant solutions. Skill in collaborating with customers and staff to identify and solve problems. Skill in querying databases and other data sources, cleansing and normalizing data, preparing analysis and presenting data in an effective format using available technology tools.- Skill in providing leadership to team members. Skill in team building. Ability to make help desk processes and operations recommendations for improvements. Ability to perform the full range of "Lead" duties. Ability to communicate effectively both orally and in writing.

Education

• Four years' professional IT experience with an emphasis in computer hardware and operating system software, implementation and sustainment. and;
• Bachelor's degree from an accredited College or University in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management.

OR

• Four years' professional IT experience with an emphasis in computer hardware and operating system software, implementation and sustainment. and;
• A Bachelor's 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.

Contacts

• Address CNIC HQ 5720 Integrity Drive, Bldg. 457 Millington, TN 38055 US
• Name: CNIC NAF HRO
• Email: [email protected]