You will serve as an Information Technology Specialist (Customer Support) in the Information Technology & Cyber Security Department ofPSNS and IMF.

Duties

You will perform data analysis, maintenance, and updates of NMCI-related databases in support of asset management. You will receive, review and validate customer Move/Add/Change requests to ensure successful processing and satisfactory completion. You will submit and update user profiles, maintain accurate asset inventory information, transfer accounts and hardware ownership, and submit NET build outs to initiate asset delivery. You will prepare and submit application requests, identify workstations requiring upgrade and submit Move/Add/Change or Seat to Application Mapping and monitor status in Active Directory or CADI. You will assist customers in preparation or replacing NGEN assets with new equipment. You will assist NGEN contractors in scheduling and deploying new hardware consistent with customer operational requirements, preparing orders, performing site walkthroughs, and accepting services. You will utilize customer request/reporting system to identify trends and develop metrics. You will research, evaluate, and provide feedback on problem trends and patterns in customer support requirements. You will mitigate identified problems and communicate information to customers and IT management. You will prepare NGEN metric and trend reports and recommendations based on finding for presentation to IT management.

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.
• You will be required to complete training, obtain, and maintain a government credit card for travel and travel-related purchases.
• You will be required to obtain and maintain a current valid United States driver’s license.
• You will be required to wear personal protective equipment such as helmets, gloves, coveralls, glasses, goggles, respirators and safety shoes when in an industrial area or work site.
• 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.
• You will be required to obtain and maintain a U.S. Passport.
• 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 position requires rotating shift work.
• This position require periods of standing and walking in both office and industrial spaces. Some bending, stooping, climbing, lifting and carrying could be required, but the estimated weight of anything carried is less than 50 pounds.
• This is a Cyberspace Workforce position, work role code Technical Support Spec, proficiency level Intermediate the incumbent is required to obtain and maintain qualifications in DoDM 8140.03 Cyber Workforce Qualification and Dept of Navy policies.

Qualifications

Your resume must demonstrate at least one year of specialized experience at or equivalent to theGS-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: providing IT customer support services by identifying, defining, and analyzing a variety of problems related to the ordering, maintenance, and security of IT products and services to ensure services are provided effectively and responsively. In addition to the specialized experience above, your resume must demonstrate the following four competencies: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include: Troubleshooting, modifying and mitigating complex problems to improve IT systems. 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: Resolving software or hardware malfunction or training needs, access or password issues and processes, and delivery of IT services. 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: Training technical and non-technical personnel on IT procedures and processes. 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: Evaluating alternative methods and new approaches to resolving customer IT 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. 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 the specialized experience above. Qualifying education is as follows:

Ph.D. or equivalent doctoral degree in related field.
OR
3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in related field.

All academic degrees and coursework must be from accredited or pre-accredited institutions.

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.

*Transcripts are required if you are using substitution of education in lieu of specialized experience.

Contacts

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