INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT)

Summary

You will serve as a INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT) in the Enterprise Services (N66) of OPERATIONAL SUPPORT FACILITY.

Duties

• You will serve as one of a number of senior Customer Technical Representatives (CTRs) under the geographically distributed Enterprise Services operating model within the Command, Control, Communications, Computers, and Intelligence (C4I) Directorate.
• You will work with leadership, supporting contractors, and/or the appropriate Program Office representative(s) to address areas of non-compliance, customer requests for support, and coordinate development of solutions to new/emergent requirements.
• You will monitor ACTR conformance/compliance performance to ensure services delivered are accurately endorsed for payment and that new order submissions are acted upon promptly and are submitted correctly.
• You will plan work to be accomplished by subordinates, set and adjust short-term priorities, and prepares internal schedules for completion of work assigned.
• You will assign work to subordinates based upon established priorities, difficulty of the work to be performed, employee capabilities, and tasking deadlines.
• You will direct projects in terms of general objectives, priorities, budgetary constraints, and time limitations.

Qualifications

Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-12 grade level or pay band in the Federal service or equivalent experience in the private or public sector overseeing, planning, managing, and directing IT operational resources & providing technical customer service and technical leadership in functions related to Navy/Marine Corps Intranet (NMCI), Network Enterprise Network (ONE-NET), and other emerging enterprise Information Technology (IT) areas. Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving. 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.

How You Will Be Evaluated

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. When the application process is complete, we will review your resume to ensure you meet the hiring eligibility and qualification requirements listed in this announcement. You will be rated based on the information provided in your resume and application package, along with your supporting documentation to determine your ability to demonstrate the following competencies: Accountability Attention to Detail Customer Service Decision Making Flexibility Influencing/Negotiating Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork This recruitment will utilize the following technical assessment tools: USA Hire, Structured Resume Review. You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment. All eligibility, qualifications, and time-in-grade requirements must be met by the closing date of this announcement. Other Information

This position is covered by the Department of Defense Priority Placement Program. 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. Additional vacancies may be filled by this announcement. 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. During the application process you will have the ability to opt-in to make your resume available to hiring managers in the agency who have similar positions in the local commuting area. Depending on the hiring organization and the position being filled, job requirements (e.g., security clearance, travel, drug testing, financial disclosure filing, bargaining unit status, etc.) may vary. Other hiring managers filling similar positions may offer relocation expense reimbursement and/or may offer recruitment incentives for new employees, depending on funding availability and in accordance with policy. If you opt-in and are referred on a certificate, your resume will be available to other hiring managers for 180-days from the date the job announcement closes. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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 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.