You will serve as a IT Specialist (Customer Support) in the
Information Technology and Cybersecurity Department (IT&CS) of
PSNS and IMF.
Learn more about this agency
- You will serve as a senior level IT specialist responsible for
planning and identifying IT service operations requirements for the
- You will provide IT field engineering or senior technician
services for specified areas of responsibility, diagnosing and
resolving problems in response to customer reported incidents
regarding a myriad of IT issues.
- You will utilize a customer service request/reporting system to
identify trends and develop metrics.
- You will perform research, evaluation and provide feedback on
problem trends and patters in customer support requirements, taking
action to mitigate identified problems and communicate necessary
info to customers and management.
- You will analyze Platform Information Technology requests to
ensure they meet higher level command and Information Assurance
requirements, submitting requests to the appropriate Information
Technology and Cybersecurity Department authority.
- You will develop written communications to address issues
impacting or provide guidance to users regarding processes or
upcoming initiatives, and post on Command Intranet.
- You will ensure the rigorous application of information
security/information assurance policies, principles and practices
in the delivery of customer support service.
Occasional travel - You may be expected to travel for this
2210 Information Technology Management
Conditions of Employment
- This is a bargaining unit position.
- You will be required to complete training, obtain, and maintain
a government credit card for travel and travel-related
- Work is performed in areas where potentially harmful physical
and chemical agents are present (e.g. fumes, dust, heat, ionizing
and non-ionizing radiation and chemicals). You will be required to
participate in medical surveillance programs.
- 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.
- You will be required to obtain and maintain a U.S.
- 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 www.dhs.gov/E-Verify/.
- 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.
- 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 position is designated as a Cyber IT/Cybersecurity
Workforce position. You must obtain and maintain the credentials as
described in SECNAV M-5239.2 for specialty area 411 within 12
months of appointment.
Your resume must demonstrate at least one year of specialized
experience at or equivalent to the GS-11 grade level or pay band in
the Federal service or equivalent experience in the private or
public sector. Specialized experience must demonstrate the
following: PLANNING OR IDENTIFYING INFORMATION TECHNOLOGY
OPERATIONAL REQUIREMENTS TO PROVIDE TECHNICAL CUSTOMER SERVICE IN
THE DELIVERY OF INFORMATION TECHNOLOGY SUPPORT.
In addition to one year of specialized experience as described
above, your experience must reflect skill in the following four
Attention to Detail - Is thorough when performing work and
conscientious about attending to detail. IT-related experience
demonstrating this competency include: ANALYZING AND EVALUATING
COMPLEX IT ISSUES AND OFFERING RESOLUTIONS.
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: PROVIDING PROBLEM MANAGEMENT
PRACTICES IN APPLYING NEW METHODS OF RESOLVING CUSTOMER ISSUES OR
ENHANCING CUSTOMER'S ABILITY TO SUCCESSFULLY ACCOMPLISH MISSION
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: PROVIDING CONSULTATION OR TRAINING AND ADVISORY
SERVICES TO HELP CUSTOMERS WITH THEIR TECHNOLOGY NEEDS.
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: DEVELOPING
WRITTEN COMMUNICATION AND POSTING ON COMMAND INTRANET FOR CUSTOMER
USE; DIAGNOSING AND RESOLVING PROBLEMS IN RESPONSE TO CUSTOMER
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.
This job does not have an education qualification