IT SPEC (CUSTSPT)

Duties

• You will operate, maintain, and administrate all non-tactical data processing required of the command, which includes hardware and software procurement, installation, software development, cybersecurity user authorization, compliance, and auditing.
• You will provide quality customer support in a service oriented, user responsive manner, to resolve user issues pertaining to IT hardware and software, email, and account access.
• You will assist with various duties in connection with IT equipment deployment, relocation, and retrieval, IT asset inventory, and configuration management.
• You will provide customers with telephone technical assistance on operational and procedural problems related to logging into on-line systems, stand-alone programs, and a variety of LAN applications.
• You will work with computers, computer peripherals, network equipment, and operating systems in a wide range of duties.
• You will inventory and analyze IT systems and assets.
• You will communicate orally and in writing in a clear, concise manner.

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
• 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.
• This is a bargaining unit position.
• You will be required to obtain and maintain a current valid United States driver's license.
• 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, proficiency level INTERMEDIATE 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. You must be able to travel on military and commercial aircraft for extended periods of time.

Qualifications

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: Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving.

• Experience applying customer support principles, troubleshooting, documenting resolutions and tracking tickets in a problem resolution database.
• Experience helping call centers, utilizing communication tools to ensure resolution of IT-related problems and/or providing guidance and training to customers to prevent recurrence of IT issues.
• Experience receiving IT-related trouble calls and providing technical assistance to internal customers at all levels.
• Experience researching and providing a variety of electronic reports for management to identify problem areas, trends, and determine the performance and reliability of the local area network (LAN) and information systems (IS) equipment.
• Experience resolving issues pertaining to installation and configurations of network hardware and software such as network interface cards, operating systems, and LAN software, on customer workstations and providing documentation and identification of problems of a policy, technical, or application nature.

-AND-

Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.
Experience: For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.

Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

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.

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.

Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Additional qualification information can be found from the following Office of Personnel Management website:
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:
Education: All academic degrees and coursework must be from accredited or pre-accredited institutions

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.

Requirements

• Successful completion of a Ph.D. or equivalent doctoral degree -OR-
• Successful completion of 3 full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree -OR-
• A combination of experience and graduate education as described above that equates to one year of experience

***A transcript must be submitted with your application if qualifying using education. See Required Documents for additional information.***

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.

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.

Certain incentives (such as Recruitment, Relocation) 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.

Must be able to lift or carry IT equipment weighing up to 40 pounds.

Call back and emergency overtime are regular requirements of this position.

Occasional overnight travel is required to attend training, technical meetings, and user conferences.

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:

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.

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:

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.