IT SPECIALIST (Telecommunications Customer Support)

Summary

You will serve as an IT SPECIALIST (Telecommunications Customer Support) in the Command Information Office of NAVAL FACILITIES ENGINEERING SYSTEMS COMMAND.

Duties

• You will act as a liaison with carriers for managing wireless services and ensure contract compliance.
• You will conduct program data analysis and manage inventory of wireless devices.
• You will provide technical troubleshooting for hardware, software, and connectivity issues.
• You will provide end-user assistance and training across all areas of telecommunications support.
• You will serve as the primary point of contact for resolving complex telecommunications issues for NAVFAC Headquarters and Enterprise users.
• You will create, maintain, and distribute easy-to-understand process guides, FAQs, and Standard Operating Procedures (SOPs) for the workforce.

Qualifications

Your resume must demonstrate one year of information technology related experience in the federal service or private or public sector demonstrating the following four competencies, as defined: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency includes: Optimizes service plans to eliminate overages and address cellular coverage issues. 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 includes: Manages account creation and provides training and assistance to end-users and field telecom managers. 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 includes: Develops and delivers comprehensive training to end-users on new telecommunications platforms, including Flank Speed Telephony and updated mobile security protocols. 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 includes: Provides technical troubleshooting for hardware, software, and connectivity issues. In addition to the four competencies above, 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. Specialized experience must demonstrate the following: Demonstrating mastery of VoIP, landline, and wireless systems, including Distributed Antenna Systems (DAS) and Flank Speed Telephony, while applying DoW/DON IT security policies and NAVSUP IDIQ contract requirements. Managing enterprise-wide telecommunications programs, wireless device lifecycles, carrier accounts, mobile applications, wireless security policies, and cloud-based integrations in compliance with DoW/DON policies and NAVSUP IDIQ mobility contract requirements. Analyzing telecommunications usage trends, auditing carrier billing, optimizing carrier plans, and applying financial management, PPBE, RMF, and project management principles to support strategic acquisitions and data-driven recommendations to senior leadership. Coordinating mobile device provisioning, over-the-air security, upgrades, and lifecycle management while serving as a key liaison among technical vendors, major commands (NAVFAC, NAVSEA, CNIC), and end-users. and Leading cross-functional teams and field telecommunications managers through mentoring, technical documentation development, SOP creation, and training delivery on emerging telecommunications platforms for a diverse enterprise workforce. 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 Partnering Written Communication Oral Communication Problem Solving Accountability Information Technology Customer Support 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. 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. In addition to meeting all minimum qualification and eligibility requirements, ICTAP applicants must be well qualified for the position to receive consideration for special priority selection. A well-qualified ICTAP applicant is one who possesses the competencies and experience to perform the duties of the position successfully with orientation to learn/understand the activities, procedures, policies and processes. Demonstrated work experience in the occupation is typically qualifying for placement. This criterion cannot be met by education and training. 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. 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. Certain incentives (such as Recruitment, Relocation or Student Loan Repayment) may be authorized to eligible selectees.