IT SPECIALIST (CUSTOMER SUPPORT)

This position is assigned to the N6Q Information Technology (IT) office, Commander Navy Region Mid-Atlantic, Fleet and Family Readiness Support Services department at Naval Station Norfolk, VA.

Responsibilities

• Diagnosing and resolving problems in response to customer reported incidents.
• Monitoring the helpdesk ticketing system continuously during hours of operation and completing/closing out tickets within the system.
• Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
• Creating and updating problem records in the applicable support ticket system.
• Installing, configuring, and maintaining operating systems and software applications applicable to business needs.
• Developing and managing customer service performance requirements, performing preventative maintenance, and recommending preventative measures as necessary.
• Installing infrastructure and network devices in support of customer needs.
• Providing customer training and ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
• Maintaining oversight and reporting of system integrity, including event management, security mechanisms such as patching, virus protection, and host-based security systems.
• Performing remediations as necessary in accordance with oversight duties.
• Participating in appropriate in-service and workshop programs and attending required meetings.

Requirements

• Must pass all applicable records and background checks.
• Must successfully pass the E-Verify employment verification check; any discrepancies must be resolved as a condition of employment.
• Required to comply with the DoD Cyber Workforce Program requirements of SECNAV M-5239.2.
• Must earn and maintain appropriate credentials from the Cyber IT/DCWF Qualification Matrices within nine (9) months of hire.
• Must participate in a continuous learning program as described in SECNAVINST 1543.2, including a minimum of 20 hours of Cyber IT/DCWF-related continuous learning annually.
• Position is subject to an irregular tour, which may include after-hours work, weekends, and holidays.
• Position may be subject to being “On Call” as assigned during operational hours of the supported facilities.
• Must obtain and maintain a Secret (T3) clearance.
• Must obtain and maintain a U.S. driver’s license.
• Must be a U.S. citizen.
• Occasional travel of up to 25% may be required within local and non-local areas.
• May be required to carry equipment weighing up to 45 lbs. without assistance.
• Starting May 7, 2025, non-affiliated individuals requesting access will need a REAL ID-compliant driver's license or another acceptable form of identification to access CNRMA Installations.

Qualifications

Resumes must include information demonstrating 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 must possess:

• Knowledge of IT security requirements, policies, procedures, applicable laws, and regulations.
• Knowledge of cyber threats and vulnerabilities.
• Knowledge of general operational impacts of cybersecurity lapses.
• Knowledge of computers, computer peripherals, industry best practices, network equipment, operating systems, and environments required to perform a wide range of duties.
• Knowledge of concepts related to full inventory and analysis of IT systems and assets.
• Knowledge of and skill in applying customer support principles.
• Knowledge of and skill in customers' business processes and operations.
• Knowledge of and skill in methods and procedures for documenting resolutions.
• Knowledge of and skill in problem resolution databases.
• Knowledge of and skill in troubleshooting and data analysis methods.
• Knowledge of and skill in communications methods and techniques, systems analysis methods, tools, and techniques sufficient to receive, respond to, and ensure complete resolution of help center calls.
• Skill in documenting actions taken, providing guidance or training to customers to prevent recurrences, and assisting more experienced specialists in resolving complex problems.
• Skill in communicating orally and in writing in a clear, concise manner.
• Ability to provide customer support in receiving, responding to, and resolving IT-related help desk calls.

Minimum Qualification Requirements:

• A bachelor's degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or coursework that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field, OR
• Experience that provided the incumbent with particular knowledge, skills, and abilities to perform successfully the duties of the position and that is related to the work of the position.

Benefits

Occupants of this position must maintain the privacy of official work information and data and demonstrate the highest level of ethical conduct. Employment is subject to successful completion of a National Agency Background Check.