Summary

This position is assigned to the NAF Systems Branch(N6Q) supporting Fleet and Family Readiness Support Services(N94); Commander, Navy Installations Command (CNIC); Millington, TN. Incumbent serves as a Headquarters (HQ) IT Specialist (Customer Support) responsible for work that involves the planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.

This job is open to

• The public
  
  U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agency

Must reside within the local commuting area (50 miles radius) of NSA Mid-South, Millington, TN.

Duties

In order to qualify for this position, resumes must provide sufficient experience and/or education, knowledge, skills, and ability to perform the duties of the position. Applicant resumes are the key means for evaluating skills, knowledge, and abilities as they relate to this position therefore, applicants are encouraged to be clear and specific when describing experience.

Duties include but are not limited to:

• Provides Tier I and II level helpdesk hardware and software support for Fleet and Family Readiness FFR devices to include Point of Sale (POS), patron and business for the enterprise.
• Provides NMCI and non NMCI smart phone support.
• Provides Video Teleconference support for commercial systems.
• Collaborates and liaisons with program managers and attends conference calls as required.
• Diagnoses and resolves problems in response to customer reported incidents.
• Assist with needs analyses to define opportunities for new or improved support process solutions.
• Performs helpdesk ticket intake, assessment, analysis for solution, assignment, implementation of corrective action to resolve discrepancy and tracking of ticket to completion and documentation.
• Researches, evaluates, and provides feedback on problematic trends and patterns to support requirements.
• Performs configuration/ troubleshooting, and maintaining of customer hardware and software.
• Participates in the planning and delivery of a full range of customer support services to the organization.
• Presents informal training to staff and customers in using hardware and software systems.
• Reports, responds to, and resolves customer requests.
• Performs and ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
• Provides tiered support in a manner that minimizes interruptions in customers' ability to carry out business activities.
• Provides expert and proactive technical advice, guidance, and recommendations to management and other technical specialists on IT issues.
• Coordinates and provides technical support of deployed applications.
• Creates solutions guide to typical and recurring helpdesk tickets and post for general use.
• Analyzes customer/user/process owner change requests and/or makes suitable alternative recommendations to support mission requirements.
• Consults with customers to identify and specify requirements.
• Provides cross training to colleagues as required or appropriate.
• Serves as Contracting Officer Representative (COR) or Assistant Contracting Officer Representative (ACOR) or Technical Advisor (TA) as required.

Requirements

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.
• Area of consideration- Must reside within the local commuting area (50 miles radius) of NSA Mid-South, Millington, TN.

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 possesses at least one of the following:

• A bachelor's degree from an accredited College or University in the one or more of the following fields: Computer Science, Information Science, Information Systems Management, Mathematics, Statistics, Operations Research, or Engineering
• A degree that provided a minimum of 24 semester hours in one of more of the fields of Computer Science, Information Science, Information Systems Management, Mathematics, Statistics, Operations Research, or Engineering
• At least 2 years of specialized IT experience with an emphasis in computer hardware and operating system software, implementation, or sustainment.

A qualified candidate also possesses the following:

• Knowledge of and skill in applying Tiered Customer Support in helpdesk systems to intake, assign, monitor and complete helpdesk tickets.
• Knowledge of CNIC's organizational structure, functions, and mission.
• Knowledge of industry-standard and organizationally accepted business and systems analysis principles and methods in customer support.
• Knowledge of life cycle management concepts and skill in applying their application to the organization's current and future systems.
• Knowledge of and skill in supporting business, patron and non-official devices and systems to achieve end user device functioning at optimal level to meet mission requirements.
• Knowledge of and skill in supporting NMCI devices and systems to achieve end user device functioning at optimal level to meet mission requirements.
• Knowledge of and skill in understanding organizational business processes and operations.
• Knowledge of and skill in translating customer requirements into workable and cyber secure compliant solutions.
• Skill in collaborating with customers and staff to identify and solve problems.
• Skill in querying databases and other data sources, cleansing and normalizing data, preparing analysis and presenting data in an effective format using available technology tools.
• Ability to make helpdesk processes and operations recommendations for improvements.
• Ability to communicate effectively both orally and in writing.

Education

A bachelor's degree from an accredited College or University in the one or more of the following fields: Computer Science, Information Science, Information Systems Management, Mathematics, Statistics, Operations Research, or Engineering. (Transcripts must be provided)

OR

A degree that provided a minimum of 24 semester hours in one of more of the fields of Computer Science, Information Science, Information Systems Management, Mathematics, Statistics, Operations Research, or Engineering. (Transcripts must be provided)

Additional information

Salary is dependent on experience and/or education.

Some positions have special requirements. Selectee may be required to complete a one (1) year probationary period. Participation in Direct Deposit/Electronic Fund Transfer within the first 30 days of employment is required. We utilize E-Verify to confirm selectee's eligibility to work in the United States. Salary is dependent on experience and/or education.

This announcement may be used to fill additional vacancies within 60 days of issuance of selection certificate. For positions requiring travel more than twice per year, selectee may be required to obtain and maintain in good standing a Government-issued Travel Card for official government travel purposes.

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.

• Benefits
  
  Review our benefits

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.

• Benefits
  
  Review our benefits
• Required Documents
  
  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
  
  The following documents are required at the time of application:
  
  
  • Resume
  • Proof of education/training: if applicable, provide a copy of your awarded/conferred college transcript(s)
  • If claiming Department of Defense (DOD) Non-appropriated Fund (NAF) Business Based Action (BBA) priority consideration: provide a copy of the notice of separation
  • If claiming Military Spouse Preference: provide a copy of the sponsor's Permanent Change of Station (PCS) orders and a marriage certificate at the time of application
  • If claiming Veteran's Preference: provide a copy of your DD-214, Member-4 page and any supporting documentation (SF-15, V.A. disability letter, proof of service, etc.)
  • If a current or former Federal Employee: provide a copy of your most recent Personnel Action Report (PAR) or SF-50
  
  
  
  If you are relying on your education to meet qualification requirements:
  
  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
  schools accredited by accrediting institutions recognized by the U.S. Department of Education.
  
  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
• How to Apply
  
  To be considered for this vacancy you must apply and complete the online questionnaire and submit the documentation specified in the Required Documents section above.
  
  The complete application package must be submitted by 11:59 PM (EST) on 05/24/2024 to receive consideration.
  
  To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
  
  To preview the Application Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12413302
  
  It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date.
  
  Additional information on how to complete the online application process and submit your online application may be found on the https://help.usastaffing.gov/Apply/index.php?title=Applicant
  
  To verify or check the status of your application, log into your USAJOBS account. Once logged in, the Welcome screen lists your applications, your application status and the date it was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status
  
  DON is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, national origin, religion, sex, age, mental or physical disability, genetic information, reprisal, marital status, political affiliation, sexual orientation, or any other non-merit factor. The DON provides reasonable accommodations to applicants with disabilities. Applicants with disabilities who believe they may require reasonable accommodation(s) should email their request to MILL_HQ_NAF_HR.FCT@navy.mil to ensure proper consideration is given.
  
  Agency contact information
  
  
  
  CNIC NAF HRO
  
  Email
  
  mill_mwr_recruit.fct@navy.mil
  
  Address
  
  CNIC HQ
  
  5720 Integrity Drive, Bldg. 457
  
  Millington, TN 38055
  
  US
  
  Next steps
  
  Using the required qualifications of the position, a standardized rating and ranking criteria of knowledge, skills, and abilities will be used to screen and assess each application.
  
  If you provided an email address, you will receive an email message acknowledging receipt of your application. Times may vary during the hiring process, as your application status updates/changes you will be notified with a notification letter via email.
  
  Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., Spam Blocker, etc.), you may not receive important communication that could affect your consideration for this position.
• Fair and Transparent
  
  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  
  
  • Equal Employment Opportunity (EEO) Policy
  • Criminal history inquiries
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

Required Documents

The following documents are required at the time of application:

• Resume
• Proof of education/training: if applicable, provide a copy of your awarded/conferred college transcript(s)
• If claiming Department of Defense (DOD) Non-appropriated Fund (NAF) Business Based Action (BBA) priority consideration: provide a copy of the notice of separation
• If claiming Military Spouse Preference: provide a copy of the sponsor's Permanent Change of Station (PCS) orders and a marriage certificate at the time of application
• If claiming Veteran's Preference: provide a copy of your DD-214, Member-4 page and any supporting documentation (SF-15, V.A. disability letter, proof of service, etc.)
• If a current or former Federal Employee: provide a copy of your most recent Personnel Action Report (PAR) or SF-50

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

To be considered for this vacancy you must apply and complete the online questionnaire and submit the documentation specified in the Required Documents section above.

The complete application package must be submitted by 11:59 PM (EST) on 05/24/2024 to receive consideration.

To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.

To preview the Application Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12413302

It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date.

Additional information on how to complete the online application process and submit your online application may be found on the https://help.usastaffing.gov/Apply/index.php?title=Applicant

To verify or check the status of your application, log into your USAJOBS account. Once logged in, the Welcome screen lists your applications, your application status and the date it was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status

DON is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, national origin, religion, sex, age, mental or physical disability, genetic information, reprisal, marital status, political affiliation, sexual orientation, or any other non-merit factor. The DON provides reasonable accommodations to applicants with disabilities. Applicants with disabilities who believe they may require reasonable accommodation(s) should email their request to MILL_HQ_NAF_HR.FCT@navy.mil to ensure proper consideration is given.

Agency contact information



CNIC NAF HRO

Email

mill_mwr_recruit.fct@navy.mil

Address

CNIC HQ

5720 Integrity Drive, Bldg. 457

Millington, TN 38055

US

Next steps

Using the required qualifications of the position, a standardized rating and ranking criteria of knowledge, skills, and abilities will be used to screen and assess each application.

If you provided an email address, you will receive an email message acknowledging receipt of your application. Times may vary during the hiring process, as your application status updates/changes you will be notified with a notification letter via email.

Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., Spam Blocker, etc.), you may not receive important communication that could affect your consideration for this position.

Fair & Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

• Equal Employment Opportunity (EEO) Policy
• Reasonable accommodation policy
• Criminal history inquiries
• Financial suitability
• Selective Service
• New employee probationary period
• Signature and false statements
• Privacy Act
• Social security number request