INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT)
: Job Details :

Senior Information Technology (IT) Specialist (Customer Support)

You will serve as a Senior Information Technology (IT) Specialist (Customer Support) at the GG-13 grade level responsible for leading and resolving service issues on all aspects of Information Technology (IT) customer support at the headquarters Command. This position is located in Fort Meade, MD.

Responsibilities include:

• Serving as the command Assistant Contract Technical Representative (ACTR) for information technology (IT) systems.
• Providing assistance and advice to users of information technology (IT) systems.
• Conducting interviews with users and generating requirements for new or modified information technology (IT) systems/services, software and/or hardware.
• Performing acquisition of major systems housed on Navy Marine Corps Internet (NMCI).
• Overseeing tests and optimizing the functionality of data transfers between systems, networks and data backbones.
• Ensuring the interoperability and integration of information technology (IT) programs/services and working with the NMCI ECH II CTR to help develop solutions to integration/interoperability issues.
• Identifying and defining technical requirements applied to the planning, design, development, testing, implementation, management and support of systems and networks.
• Assessing systems and network vulnerabilities and ensuring optimal use of commercially available products.
• Providing experience related to working with NMCI, NET, and Flank Speed Clin submission and account creations.
• Providing experience with local procurement processes (ie: ITPR, SRRB, Government Credit Card forms).

Qualifications:

In order to qualify for this position, your resume must provide sufficient experience and/or education, knowledge, skills, and abilities to perform the duties of the specific position for which you are being considered. Your resume is the key means we have for evaluating your skills, knowledge, and abilities as they relate to this position. Therefore, we encourage you to be clear and specific when describing your experience.

Must have IT-related experience demonstrating each of the following four competencies, as defined:

• Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
• Customer Service - Works with clients and customers 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 to individuals or groups effectively, taking into account the audience and nature of the information; 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.

In addition to your experience demonstrating the four competencies above, your resume must demonstrate at least one year of specialized experience equivalent to the next lower grade level (GS/GG-12) or pay band in the federal service or equivalent experience in the private or public sector performing duties such as: Overseeing the installation, testing, troubleshooting and maintenance of hardware or software. Utilizing information technology (IT) systems and services to include overseeing installation, operation, and maintenance of automated communication systems and other desktop technologies. Performing oversight of the manipulation of data, management, movement, control, storage, display switching, interchange, transmission, quality assurance, or reception of information to meet the activities requirements. Diagnosing, analyzing and resolving information technology (IT) systems, software and/or hardware problems.

This position is designated as a Cyber Workforce position in the DoD Cyber Workforce Framework (DCWF) primary work role of (411) and, as a condition of employment, the incumbent of the position is required to maintain qualifications in accordance with DON Cyber Workforce Program requirements of SECNAV M-5239.2.