IT SPECIALIST (CUSTOMER SUPPORT)

Summary

This position is assigned to the N6Q Information Technology (IT) office, Commander Navy Region Mid-Atlantic, Fleet and Family Readiness Support Services department. The position is involved with the planning and delivery of customer support, including system configuration, troubleshooting, customer assistance, and/or training of N9 point of sale/management information systems. Naval Station Norfolk, VA

Duties

• Duties include but are not limited to: Diagnosing and resolving problems in response to customer reported incidents. Monitor the helpdesk ticketing system continuously during hours of operation and complete/close-out the tickets within the system. Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements. Create and update 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, performs preventative maintenance and recommends preventative measures as necessary. Installing infrastructure and network devices in support of customer needs. Providing customer training; and/or ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Maintaining oversite, and reporting of system integrity to include 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 any required meetings.

Education

Minimum Qualification Requirements: A bachelor's degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work 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 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. OPM Qualification Standard for the 2210 series specifies the amounts of education and/or specialized experience required to qualify for this position. lbt 4.14.26