Summary You will serve as an Information Technology Specialist (Customer Support) in the Information Technology & Cyber Security Department ofPSNS and IMF. Responsibilities 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 Conditions of Employment 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: 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. Additional Information This position is covered by the Department of Defense Priority Placement Program. Additional vacancies may be filled by this announcement. 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. 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 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. 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: https://www.usajobs.gov/Help/working-in-government/unique-hiring-paths/federal-employees/career-transition/ 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. 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 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.
