INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT)

Summary You will serve as an INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT) in the Information Systems and Technology Department (N6) of NMCLANT YORKTOWN VA. Responsibilities You will work with users and technical support staff to identify, analyze and resolve problems with applications, operating systems or hardware that are difficult to pinpoint.. You will maintain hardware, software, network operation functions, communication protocols and diagnostic tools. You will create, maintain, and manage funding requests, task orders, invoices, and reports. You will create and update profiles, maintain accurate asset inventory information, transferring accounts and hardware/software ownership, and submitting buildouts to enable delivery of services. You will provide support during the process of replacing older workstations and laptops with new hardware, commonly referred to as a Technical Refresh. You will provide technical services in interpreting Contract Line-Item Number (CLIN) technical specifications, benchmarking, and cost estimating. You will collaborate with stakeholders to understand business requirements and customize SharePoint sites, workflows, and forms accordingly. You will ensure the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Requirements Conditions of Employment Qualifications 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: Experience conversing fully with customers regarding IT equipment and systems in terms that are easily understood. Oral and written communication that are easy to understand by the customer. Experience using emerging and innovative IT customer support methods and technologies to plan and deliver effective and efficient IT services. Experience using NMCI processes and procedures for establishing/maintaining user accounts, updating user profiles, requesting hardware/software, facilitating user and/or equipment moves, validating invoices and managing peripheral equipment to execute assigned duties as NMCI Assistant Customer Technical Representative (ACTR). Experience managing, operating and maintaining the master electronic/virtual repository for technical publications. Experience performing data analysis, maintenance, and updates of NMCI-related databases in support of inventory control, software licensing, etc. Databases include Integrated Solutions Framework Tools (ISF Tools), NET, Request to Award Process Tool (RAPT), and DADMS. AND the following FOUR COMPENTENCIES: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include: Identify and rectify issues accurately, including diagnosing hardware/software problems and implementing precise solutions. 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: Provide support for the operation and maintenance of enterprise software and hardware; test, install, configure, monitor and deploy software updates and changes; provide customers with regular status updates and explain technical concepts in a non-technical manner. 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: Provide advice and guidance to customers and presenting formal and informal training to 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: approach challenges with a proactive and problem-solving mindset to resolve issues efficiently and prevent them from reoccurring. 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/ OR https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-b/ . 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 GS-11: Successfully completion of a Ph.D. or equivalent doctoral degree OR Successfully completion of three full years of progressively higher-level graduate education leading to such a degree. OR Possession of an LL.M. that is related to this position being filled. OR A combination of experience and graduate education as described above that equates to one year of experience. Must provide a college transcript from an accredited or pre-accredited institution with your application for it to be considered. Additional Information 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: http://www.secnav.navy.mil/donhr/Documents/CivilianJobs/FedCivAnnuitants.pdf PPP applicants will be placed at the FPL, if determined Well Qualified (WQ). To receive priority consideration, the FPL must be the same grade level or equivalent of the retained grade or the grade held immediately prior to separation. Military Spouse Preference applicants will be placed at the highest grade for which they have applied and are determined Best Qualified (BQ). A BQ military spouse possesses knowledge, skills, abilities, and competencies comparable to others who meet the competitive referral criteria for the specific position. ICTAP Applicants: To be considered well-qualified and exercise selection priority as an ICTAP candidate, displaced Federal employees must satisfy all qualification requirements for the position and receive a rating in the highly qualified category (score 85) or higher. ICTAP candidates must provide copies of all of the following documentation at the time of application: 1) agency notice; 2) most recent performance appraisal; and 3) most recent SF-50 or notification of personnel action that includes position, grade level, and duty location. Applicants who do not provide this documentation will not receive consideration as an ICTAP candidate. For more information about ICTAP eligibility please review the following link: https://www.usajobs.gov/Help/working-in-government/unique-hiring-paths/federal-employees/career-transition/