Summary You will serve as a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT) in the CUSTOMER SUPPORT DIVISION, INFORMATION SYSTEMS DEPARTMENT of TRIREFFAC KINGS BAY. Responsibilities You will be responsible for the planning, initiation, direction, technical management and execution of all customer service programs and efforts aligned with IT desktop and video services provided by the Information Systems Department. You will direct the planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and training in response to customer requirements. You will review and evaluate new hardware and software and make decisions as to the suitability of integration with both local and cloud hosted approved IT solutions . You will obtain the foundational qualification within nine months and the residential qualification within 12 months of appointment and maintain those credentials as described in DoDM 8140.03. Requirements Conditions of Employment Qualifications 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: * Experience for at least five years working with civilian, contractor, and military personnel in Help Desk Operations. * Experience performing Information System security concepts, standards, principals and methods. * Experience utilizing Department of Navy approved networks. * Experience enforcing Navy policies and regulations governing Information Systems design, procurement and use. * Experience managing Information Technology hardware and software assets including allocation and disposition. Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. 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. Education Additional Information This position is covered by the Department of Defense Priority Placement Program. Employee will participate in continuous professional development program as described in DoDM 8140.03. An annual 20 hour minimum of Cyber Workforce related continuous professional development must be documented and completed in a current individual development plan signed by both the employee and supervisor. Continuous professional development begins in the fiscal year after the employee has obtained both foundational and residential qualification requirements. Additional vacancies may be filled by this announcement. A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any of the scheduled appointments. During the application process you will have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions in the local commuting area. If you opt-in and are referred on a certificate, your resume will be available to other hiring managers for 180-days from the date the job announcement closes. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. Federal annuitant information: The selection of an annuitant is subject to the Department of Defense and Department of the Navy policy on the employment of annuitants. Policy information may be found at: http://www.secnav.navy.mil/donhr/Documents/CivilianJobs/FedCivAnnuitants.pdf PPP applicants will be placed at the FPL, if determined Well Qualified (WQ). To receive priority consideration, the FPL must be the same grade level or equivalent of the retained grade or the grade held immediately prior to separation. ICTAP Applicants: To be considered well-qualified and exercise selection priority as an ICTAP candidate, displaced Federal employees must satisfy all qualification requirements for the position and receive a rating in the highly qualified category (score 85) or higher. ICTAP candidates must provide copies of all of the following documentation at the time of application: 1) agency notice; 2) most recent performance appraisal; and 3) most recent SF-50 or notification of personnel action that includes position, grade level, and duty location. Applicants who do not provide this documentation will not receive consideration as an ICTAP candidate. For more information about ICTAP eligibility please review the following link: https://www.usajobs.gov/Help/working-in-government/unique-hiring-paths/federal-employees/career-transition/ Military Spouse Preference applicants will be placed at the highest grade for which they have applied and are determined Best Qualified (BQ). A BQ military spouse possesses knowledge, skills, abilities, and competencies comparable to others who meet the competitive referral criteria for the specific position.