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Summary 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. Responsibilities 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. Requirements Conditions of Employment Qualifications 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. Education Basic Requirements This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience. Education: All academic degrees and coursework must be from accredited or pre-accredited institutions Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. In lieu of specialized experience, you may qualify for the GS-11 position with the following education or combination of both education and experience: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree A transcript must be submitted with your application if qualifying using education. See Required Documents for additional information. Additional Information This position is covered by the Department of Defense Priority Placement Program. 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 the ability to opt-in to make your resume available to hiring managers in the agency who have similar positions in the local commuting area. Depending on the hiring organization and the position being filled, job requirements (e.g., security clearance, travel, drug testing, financial disclosure filing, bargaining unit status, etc.) may vary. Other hiring managers filling similar positions may offer relocation expense reimbursement and/or may offer recruitment incentives for new employees, depending on funding availability and in accordance with policy. 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.