Job Summary

You will serve as a IT SPECIALIST (CUSTOMER SUPPORT) in the INFORMATION SYSTEMS DEPARTMENT of NAVAL STATION.

Job Description

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: 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include: Resolving end user requirements associated with voice, data, video, network services, and telecommunications media associated with current and emerging technologies. 2. 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: Responds to telephone calls and e-mail requests for technical support; identifies researches, and resolves customer technical problems. 3. 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: Arranges/provides end-user training for all IT components for all applicable IT systems. 4.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: Provides technical oversight and identifies deficiencies and recommends, provides, and/or arranges for training. In addition to my experience demonstrating the four competencies above, I have one year of specialized experience equivalent to the next lower grade level (GS-11) or pay band in the federal service or equivalent experience in the private or public sector performing the following: 1) Using diagnostic skills to identify and trouble-shoot customer issues, including complex or unusual problems encountered by customers to both understand and resolve customer problems; 2) Knowledge of new and emerging IT and industry trends to advise customers on technologies that meet their mission requirements; 3) Comprehensive knowledge of IT concepts, principles, methods, and customer support practices, including systems development life cycle, performance management, quality assurance, and project management; 4) Strong oral and written communication skills to perform effectively as a senior IT customer support specialist and team leader. Note: This information must be supported in your resume to be considered for this position. 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/ OR https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-b/ . 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.