IT Specialist (CUSTOMER SUPPORT)

Summary This is a public notice flyer to notify interested applicants of anticipated vacancies through the Certain Personnel/Modified Direct Hire Authority. Applications will not be accepted through this flyer. Interested applicants must follow the directions in the "How to Apply" section of this flyer to be considered. There may or may not be actual vacancies filled from this flyer. Notice of Result letters will not be sent to applicants who respond to this flyer. Learn more about this agency 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 Technical Support Specialist/Customer Service and Technical Support, proficiency level BASIC. The incumbent is required to obtain and maintain qualifications in DoDM 8140.03 Cyber Workforce Qualification and Department of Navy policies. This is an Information Assurance Technical Level I (IAT I) position as defined in DoD 8570.01-M (Manual), Information Assurance Workforce Improvement Program. In order to meet this requirement, personnel assigned to this position must obtain and maintain the appropriate baseline/ computing environment certifications within six months of being assigned to this position. Must be capable of lifting packages up to a weight of 40 lbs. This position may require travel away from the normal duty station on an infrequent basis up to 10% of the time. You will be required to obtain and maintain a current valid United States driver’s license. Qualifications The Office of Personnel Management requires applicants to meet the following Basic Requirement for entry into the 2210 series: 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. 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. FOR THE GS-11: In addition to the Basic Requirement above, your resume must also demonstrate at least one year of specialized experience equivalent to the next lower grade level (GS-12) or pay band in the federal service or equivalent specialized experience in the private or public sector performing most or all of the following: 1) Developing and managing the enterprise structural framework to align information technology (IT) strategy, plans, and systems with the missions, goals, and processes of the organization; 2) Developing and promulgating IT strategy, policy, guidance, and plans and monitor to ensure consistency and compliance; 3) Protecting and defending information and information systems in order to ensure confidentiality, integrity, and availability (Information Assurance); 4) Planning, distributing, coordinating, and monitoring work assignments of others; 5) Developing or implementing strategy and plans for utilization, tracking and management of information resources (such as personnel, equipment, funds, and IT) in order to enable organizational and enterprise missions; 6) Executing an IT project from initiation to sustainment to fulfill established requirements that meet specified business missions; 7) Applying a wide variety of applications, operating systems, protocols, and equipment used in customer organizations and methods and practices for troubleshooting, recovering adjusting modifying and improving IT systems sufficient to provide advice and assistance to customers, troubleshoot complex problems, and provide support in a manner that minimizes interruptions to customers' ability to carry out critical business activities; 8) Providing training on the operation of courtroom presentation and communication equipment. FOR THE GS-09: In addition to the Basic Requirement above, your resume must also demonstrate at least one year of specialized experience equivalent to the next lower grade level (GS-11) or pay band in the federal service or equivalent specialized experience in the private or public sector performing most or all of the following: 1) Assisting with monitoring and reporting on the status and progress of work; 2) Using a ticketing system to plan and execute lifecycle replacements of IT hardware across an enterprise; 3) Providing technical assistance to customers to minimize disruptions of computer operations, troubleshooting, escalation, and tracking of information technology problems; 4) Identifying, researching, and proposing opportunities to employ technical solutions to drive efficiency and improve processes; 5) Assisting higher grade IT specialists in researching and compiling data to prepare various reports such as IT contracts, MFD contracts, budget reports, program reports, taskings, and others; 6) Operating, monitoring, and troubleshooting courtroom presentation and communications equipment, including courtroom wireless networks, courtroom monitors and screens, software to connect computers and tablets to monitors and screens, audio/video recording equipment, and software to communicate over the internet including video chat and voice over internet protocol (VoIP) software; 7) Providing services involving digital court recording equipment, such as the playback of recordings in open courtroom upon a judge's request or making a recording of a particular case available for listening by court personnel. 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. Education In lieu of specialized experience, you may qualify with the following education in addition to the Basic Requirement (as described in Qualifications section): FOR THE GS-11: Successful completion of 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. FOR THE GS-09: Successful completion of master's degree or equivalent graduate degree OR Successful completion of 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate 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. This position is eligible for part time, substantial or ad-hoc telework at the discretion of management. 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. Vacancies filled from this announcement may be filled at any grade level listed. If selected below the full performance level, you may be noncompetitively promoted to the next higher grade level after meeting all regulatory requirements, and upon the recommendation of management. Promotion is neither implied nor guaranteed. 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: http://www.secnav.navy.mil/donhr/Documents/CivilianJobs/FedCivAnnuitants.pdf. 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. Read more Benefits A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new window Learn more about federal benefits. Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.