IT SPECIALIST (CUSTOMER SUPPORT)

Summary

This position is assigned to the N6Q Information Technology (IT) office, Commander Navy Region Mid-Atlantic, Fleet and Family Readiness Support Services department. The position is involved with the planning and delivery of customer support, including system configuration, troubleshooting, customer assistance, and/or training of N9 point of sale/management information systems.

Naval Station Norfolk, VA

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Duties

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Duties include but are not limited to:

• Diagnosing and resolving problems in response to customer reported incidents.
• Monitor the helpdesk ticketing system continuously during hours of operation and complete/close-out the tickets within the system.
• Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
• Create and update problem records in the applicable support ticket system.
• Installing, configuring, and maintaining operating systems and software applications applicable to business needs.
• Developing and managing customer service performance requirements, performs preventative maintenance and recommends preventative measures as necessary.
• Installing infrastructure and network devices in support of customer needs.
• Providing customer training; and/or ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
• Maintaining oversite, and reporting of system integrity to include event management, security mechanisms such as patching, virus protection, and host-based security systems.
• Perform remediations as necessary in accordance with oversight duties.
• Participate in appropriate in-service and workshop programs and attend any required meetings.

Requirements

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Conditions of employment

• Must pass all applicable records and background check.
• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
• Required to comply with the DoD Cyber Workforce Program requirements of SECNAV M-5239.2
• Earn and maintain appropriate credentials from the Cyber IT/DCWF Qualification Matrices within nine (9) months of hire
• Participate in a continuous learning program as described in SECNAVINST 1543.2. A minimum of 20 hours of Cyber IT/DCWF related continuous learning annually
• Position is subject to an irregular tour, which may include after-hours work, weekends, and holidays.
• Position is subject to being "On Call" as assigned during operational hours of the supported facilities
• Must obtain and maintain a Secret (T3) clearance.
• Must obtain and maintain a U.S. driver's license
• Must be a US citizen.
• Occasional travel of up to 25% may be required within local and non-local areas.
• May be required to carry some equipment weighing up to 45 lbs. without assistance
• Starting May 7, 2025, non-affiliated individuals requesting access will need a REAL ID-compliant driver's license or another acceptable form of identification to access CNRMA Installations. (review required documents section for more information.)

Qualifications

Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs.

A qualified candidate must possess:

• Knowledge of IT security requirements, policies, procedures, applicable laws and regulations that apply.
• Knowledge of cyber threats and vulnerabilities.
• Knowledge of general operational impacts of cybersecurity lapses.
• Knowledge of computers, computer peripherals and industry best practices, network equipment, operating systems and environments required to perform a wide range of duties.
• Knowledge of concepts related to full inventory and analysis of IT systems and assets.
• Knowledge of and skill in applying customer support principles.
• Knowledge of and skill in customers' business processes and operations.
• Knowledge of and skill in methods and procedures for documenting resolutions.
• Knowledge of and skill in problem resolution databases
• Knowledge of and skill in troubleshooting and data analysis methods
• Knowledge of and skill in communications methods and techniques systems analysis methods, tools, and techniques - sufficient to receive, respond to, and ensure complete resolution of any help center call; document actions taken; give needed guidance or training to customers to prevent recurrences, and assist more experienced specialist in resolving very complex problems.
• Skill in communicating orally and in writing, in a clear, concise manner.
• Ability to provide customer support in receiving, responding to, and resolving IT-related help desk calls.

Education

Minimum Qualification Requirements:

• A bachelor's degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field, OR
• Experience that provided incumbent with particular knowledge, skills and abilities to perform successfully the duties of the position and that is related to the work of the position.
  
  
  • OPM Qualification Standard for the 2210 series specifies the amounts of education and/or specialized experience required to qualify for this position. lbt 4.14.26

Additional information

Salary is dependent on experience and/or education.

Executive Order 12564 requires a Federal workplace free of illegal drugs. According to the Executive Order, all Federal employees are required to remain drug free throughout their employment. Commander, Navy Installations Command is a Drug-Free Federal Workplace. The use of illegal drugs will not be tolerated, and use of or intoxication by illegal drugs will result in penalties up to and including removal from Federal Service.

Some positions have special requirements. Selection may be tentative pending the completion of these requirements. Applicants may be required to submit proof of education, participate in medical screening, drug testing, etc. All selections are contingent upon satisfactory employment reference checks. Employment is subject to successful National Agency Background Check. Occupants of this position must maintain the privacy of official work information and data and demonstrate the highest level of ethical conduct.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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