TECHNICAL SUPPORT SPECIALIST

Duties

• You will serve as an Assistant Customer Technical Representative (ACTR) for the NMCI/NGEN contract, providing government oversight of contractor performance and ensuring compliance with Service Level Agreements (SLAs).
• Process, track, and manage all requests for IT hardware (computers, peripherals), software, and services using enterprise tools like the Requirement to Award Process Tool (RAPT) and Navy Enterprise Tools (NET).
• You will maintain an accurate inventory of all command IT assets and coordinate the technical refresh lifecycle.
• You will manage the complete lifecycle of mobile devices (cell phones, tablets, satellite phones), including procurement, issuance, inventory, troubleshooting, and submitting Move, Add, Change (MAC) requests.
• You will monitor telecommunication program budgets and command task orders to ensure fiscal compliance. Review, certify, and process invoices for payment and submit Information Technology Procurement Requests (ITPRs) for contract renewals.
• You will act as a primary point of contact for the NFPC user community, providing direct support for troubleshooting mobile device issues and training personnel on the proper use of communication equipment.
• You will represent command requirements in interactions with enterprise service providers.
• You will performs other duties as assigned.

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.
• Successful completion of a pre-employment drug test (including marijuana) is required. A tentative offer of employment will be rescinded if you fail to report to the drug test appointment or fail the test. You will be subject to random testing.
• This is a Cyberspace Workforce position, 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 also demonstrate at least one year of specialized experience at or equivalent to the NH-02 (or GS-11 equivalency) 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 coordinating IT Service Delivery: Acting as a liaison between end-users and an enterprise IT service provider to manage service requests, track trouble tickets, and resolve technical issues.
• Experience managing IT Asset Inventories: Using enterprise systems to process user requests for IT hardware or software, track asset assignments, and maintain accountability records through an asset's lifecycle.
• Experience administering Telecommunication Services: Supporting a mobile device program by issuing devices, troubleshooting common user problems (e.g., email configuration), or processing provider invoices for review.
• Experience executing IT Procurement and Financial Actions: Assisting with the management of a technology budget by submitting procurement requests, tracking expenditures against task orders, or validating invoices for accuracy before payment.

- AND -

• Written Communication: Conveys written information in a clear, concise, organized, and convincing manner for the intended audience, using correct English grammar, punctuation, and spelling. Expresses thoughts persuasively and uses effective modes to reinforce message retention.
• Oral Communication: Demonstrates ability to clearly and effectively articulate, present, and promote varied ideas and issues (to include sensitive or controversial topics) before a wide range of audiences. Makes clear and convincing oral presentations. Listens effectively; clarifies information as needed.
• Accountability: Manages programs and fosters an environment that administers all resources in a manner that instills public trust while accomplishing the mission. Monitors progress and evaluates outcomes to improve organizational efficiency and effectiveness. Holds self and others accountable for measurable high-quality, timely, and cost-effective results. Determines objectives, sets priorities, and ensures sound management processes and procedures are in place, ensuring that national interests are well served. Accepts responsibility for mistakes. Complies with established control systems and rules.
• Information Technology Operational Performance Measurement and Management: Conduct periodic performance assessments to ensure that information technology (IT) activities, processes, or components are achieving desired results.
• Information Technology Policy and Planning: Develop and promulgate Information Technology strategy, policy, guidance, and plans. Monitor to ensure consistency and compliance.
• Information Technology Project Management: Execute an information technology project from initiation to sustainment to fulfill established requirements that meet specified business missions.

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.

Additional information

This position is covered by the Department of Defense Priority Placement Program.

Several vacancies may be filled.

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 this specific hiring authority. 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.