INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT) with Security Clearance

---

Job description

Duties You will be responsible for the management, and oversight of the Secret Internet Protocol Router Network (SIPRNet) service delivery. You will use an established SharePoint site and integrated ticketing system. You will identify, understand, troubleshoot, and resolve a broad array of IT issues and problems. You will adjust or create new standard operating procedures (SOPS) internal for customer services resolution. You will communicate technology needs and requirements to end users providing update of ongoing upgrades/installation requirements. You will administer accounts, network rights, and access to systems and equipment. You will provide end users tiered level customer support by coordinating software, hardware, network, and security issue resolution. You will define and develop IT project scope, objectives, milestones, and deliverables. Requirements Conditions of Employment 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 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 This is a Cyberspace Workforce position, work role code 411 Technical Support Specialist, the incumbent is required to obtain and maintain qualifications in DoDM 8140.03 Cyber Workforce Qualification and Department of Navy policies. This position may require travel from normal duty station to CONUS and OCONUS and may include remote or isolated sites. Qualifications Position is designated a Cyber IT/Cybersecurity Workforce position in specialty area Technical Support Specialist (411). Applicants must have directly applicable experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Qualifying experience may have been acquired in any public or private sector job, but will clearly demonstrate past experience in the application of the particular competencies or knowledge, skills and abilities necessary to successfully perform the duties of the position. Such experience is typically in or directly relates to the work of the position to be filled by 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 include: Monitoring and evaluating information technology system requirements to ensure compliance with IT security requirements. 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 include: Working closely with customer officials to ensure seamless information technology system implementation. 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 include: Providing advice and guidance to customers and presenting formal and informal training to technical and non-technical personnel on IT procedures and processes. 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 include: Identifying and resolving customer reported information technology incidents. In addition to the experience demonstrating the four competencies above: 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: Experience communicating directly with customers to provide IT assistance, including troubleshooting, root cause analysis, and issue resolution of complex issues. Experience with a wide variety of IT infrastructure, hardware, applications, operating systems, and protocols. Experience implementing and managing support systems and networks. Experience performing project management principles and practices to effectively plan IT projects, objectives, milestones, and deliverables. Additional qualification information can be found from the following Office of Personnel Management web site: 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: 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-11 Ph.D. or equivalent doctoral degree OR 3 full years of progressively higher level graduate education leading to such a degree OR LL.M., if related A transcript must be submitted with your application if qualifying using education. See Required Documents for additional information. Additional information Certain incentives (such as Recruitment, Relocation or Student Loan Repayment) may be authorized to eligible selectees. A relocation incentive is generally a single payment intended to offset some of the relocation costs experienced by the selectee. A relocation incentive may be authorized. This position is covered by the Department of Defense Priority Placement Program. Additional vacancies may be filled by this announcement. A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any of the scheduled appointments. Federal annuitant information: The selection of an annuitant is subject to the Department of Defense and Department of the Navy policy on the employment of annuitants. Policy information may be found at: Veteran's preference does not apply when selecting individuals under the specific hiring authority addressed in the Summary section of this announcement. However, if you claim veteran's preference, you will be required to submit supporting documentation with your application as described in the Required Documents section below. During the application process you will have the option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. How You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above. In order to qualify for this position, your resume must provide sufficient experience and/or education, knowledge, skills, and abilities to perform the duties of the specific position for which you are being considered. Your resume is the key means we have for evaluating your skills, knowledge, and abilities as they relate to this position. Therefore, we encourage you to be clear and specific when describing your experience. When the application process is complete, we will review your resume to ensure you meet the hiring eligibility and qualification requirements listed in this announcement. You will be rated based on the information provided in your resume and responses to the Occupational Questionnaire, along with your supporting documentation. If selected, you may be required to provide supporting documentation. If after reviewing your resume and supporting documentation, a determination is made that you inflated your qualifications and/or experience, you may be found ineligible/not qualified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment. All qualification requirements must be met by the closing date of this announcement. Required Documents You are required to provide documentation that supports the eligibility and qualification claims made in your resum

<!– job description page –>