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.

About the role

This role involves planning and delivering customer support, including system configuration, troubleshooting, customer assistance, and/or training of N9 point-of-sale/management information systems.

Telework is eligible on a situational/ad hoc basis as determined by agency policy. The position is full-time (Monday–Friday) with an irregular tour and on-call requirements, including after-hours work, weekends, and holidays. Occasional travel of up to 25% may be required within local and non-local areas.

Responsibilities

• Diagnose and resolve problems in response to customer-reported incidents.
• Monitor the helpdesk ticketing system continuously during hours of operation and complete/close-out tickets within the system.
• Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements.
• Create and update problem records in the applicable support ticket system.
• Install, configure, and maintain operating systems and software applications applicable to business needs.
• Develop and manage customer service performance requirements, perform preventative maintenance, and recommend preventative measures as necessary.
• Install infrastructure and network devices in support of customer needs.
• Provide customer training and ensure the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
• Maintain oversight and reporting of system integrity, including event management, security mechanisms such as patching, virus protection, and host-based security systems.
• Perform remediations as necessary in accordance with oversight duties.
• Participate in appropriate in-service and workshop programs and attend required meetings.
• Carry equipment weighing up to 45 lbs. without assistance, if required.

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.
• Earn and maintain appropriate credentials from the Cyber IT/DCWF Qualification Matrices within nine (9) months of hire.
• Participate in a continuous learning program as described in SECNAVINST 1543.2, with a minimum of 20 hours of Cyber IT/DCWF-related continuous learning annually.
• Must obtain and maintain a Secret (T3) security clearance.
• Must obtain and maintain a U.S. driver’s license.
• Must be a U.S. citizen.
• 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 demonstrate experience and knowledge, skills, and abilities (KSAs) relevant to this position. 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.
• Knowledge of concepts related to full inventory and analysis of IT systems and assets.
• Knowledge and skill in applying customer support principles and customers' business processes and operations.
• Knowledge and skill in methods and procedures for documenting resolutions, problem resolution databases, troubleshooting, and data analysis.
• Knowledge and skill in systems analysis methods, tools, and techniques to resolve help center calls, document actions, and assist customers.
• 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.

Education

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 knowledge, skills, and abilities to perform successfully the duties of the position.

Pay

Salary range: $26 – $29 per hour (NF-4 pay scale and grade).

Benefits

Salary is dependent on experience and/or education. This position is part of the Competitive Service and is a permanent, full-time role. The position is not represented by a union and does not require drug testing or financial disclosure.

Federal benefits include:

• Health, dental, and vision insurance
• Retirement plans (e.g., Federal Employees Retirement System)
• Paid leave (annual, sick, and holiday)
• Work-life programs (e.g., flexible work schedules, telework)

Executive Order 12564 requires a drug-free Federal workplace. The use of illegal drugs will result in penalties up to and including removal from Federal service.