IT SPECIALIST (CUSTOMER SUPPORT)

Full Job Description

You will serve as a IT SPECIALIST (CUSTOMER SUPPORT) in the CUSTOMER SUPPORT BRANCH (CODE 109.11), TECHNICAL SUPPORT DIVISION, IT and CYBER SECURITY OFFICE of PORTSMOUTH NAVAL SHIPYARD.

Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-09 grade level or pay band in the Federal service or equivalent experience in the private or public sector.

Specialized experience must demonstrate the following: * Experience providing feedback and/or prompt solutions both orally and in writing to customers.

* Experience providing technical support to customers as a liaison on Information Technology related issues. * Experience demonstrating an understanding of customer Information Technology issues.

* Experience providing assistance with developing policies and standards in relation to customer related Information Technology solutions/changes and advancements.

Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving.

1.Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

IT-related experience demonstrating this competency include: Experience demonstrating an understanding of customer Information Technology issues.

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: Experience providing technical expertise support to customers as a liaison on Information Technology related issues.

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: Presenting training to end users on how to create an account and submit help tickets in a new information technology system.

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: Resolve common issues end users have when using an information technology system.

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. Major Duties:

• You will act as a liaison between customers, contractors and Portsmouth Navy Shipyard personnel.
• You will develop policies and standards in relation customer related Information Technology solutions/changes and advancements.
• You will provide technical expertise support to customers as a liaison on Information Technology related issues.
• You will provide feedback and or prompt solutions both orally and in writing to customers.