Lead It Specialist Customer Support

Full job description Duties Lead duties include but are not limited to: Ensures the organization's strategic plan, mission, vision and values are communicated to the team and integrated into the team's strategies, goals, objectives, work plans and work products and services. Articulates and communicates to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion. Coaches the team in the selection and application of appropriate problem solving methods and techniques, provides advice on work methods, practices and procedures, and assists the team and/or individual members in identifying the parameters of a viable solution. Leads the team in: identifying, distributing and balancing workload and tasks among employees in accordance with established work flow, skill level and/or occupational specialization; making adjustments to accomplish the workload in accordance with established priorities to ensure timely accomplishment of assigned team tasks; ensuring that each employee has an integral role in developing the final team product. Trains or arranges for the training of team members in methods and techniques of team building and working in teams to accomplish tasks or projects, and provide or arrange for specific administrative or technical training necessary for accomplishment of individual and team tasks. Monitors and reports on the status and progress of work, checking on work in progress and reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines and quality have been met. Serves as coach, facilitator and/or negotiator in coordinating team initiatives and in consensus building activities among team members. Maintains program and administrative reference materials, project files and relevant background documents and makes available policies, procedures and written instructions from the supervisor; maintains current knowledge to answer questions from team members on procedures, policies, directives, etc. Represents the team in dealings with the supervisor for the purpose of obtaining resources (e.g., computer hardware and software, use of overtime or compensatory time), and securing needed information or decisions from the supervisor on major work problems and issues that arise. Estimates and reports to the team on progress in meeting established milestones and deadlines for completion of assignments, projects and tasks, and ensures that all team members are aware of and participate in planning for achievement of team goals and objectives. Researches, learns and applies a wide range of qualitative and/or quantitative methods to identify, assess, analyze and improve team effectiveness, efficiency and work products. Leads the team in assessing its strengths and weaknesses and guides the team in exploring alternatives and determining what improvements can be made (e.g., in work methods, processes and procedures). Communicates team consensus and recommendations to the supervisor on actions affecting team and individual awards, rewards and recognition. Intercedes with the supervisor on behalf of the team to inform the supervisor of performance management issues/problems and to recommend/request related actions, such as: assignments, reassignments, promotions, tour of duty changes, peer reviews and performance appraisals. Non-Lead duties include but are not limited to: Provides Tier I and II level help desk hardware and software support for Fleet and Family Readiness FFR devices to include Point of Sale (POS), patron and business for the enterprise. Provides NMCI and non NMCI smartphone support. Provides Video Teleconference support for commercial systems. Collaborates and liaisons with program managers and attends conference calls as required. Assist with needs analyses to define opportunities for new or improved support process solutions. Researches, evaluates, and provides feedback on problematic trends and patterns to support requirements. Participates in the planning and delivery of a full range of customer support services to the organization. Performs and ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Creates solutions guide to typical and recurring help desk tickets and post for general use. Analyzes customer/user/process owner change requests and/or makes suitable alternative recommendations to support mission requirements. Provides cross training to colleagues as required or appropriate. Serves as Contracting Officer Representative (COR) or Assistant Contracting Officer Representative (ACOR) or Technical Advisor (TA) as required. Requirements Conditions of Employment Must pass all applicable records and background check. Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment. Qualifications Resumes must include information which demonstrates 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 possesses one or more of the following: A master's degree or equivalent graduate degree in Computer Science, Engineering, Information Science, Information Systems Management, Mathematics, Operations Research, Statistics, or Technology Management. A 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 applicants, systems, or networks. At least four years of specialized experience as an IT Specialist demonstrating attention to detail, customer service, oral communication, and problem solving. A qualified candidate also possesses the following: Knowledge of managerial practices and team building concepts. Knowledge of and skill in applying Tiered Customer Support in help desk systems to intake, assign, monitor and complete help desk tickets. Knowledge of CNIC's organizational structure, functions, and mission. Knowledge of industry-standard and organizationally accepted business and systems analysis principles and methods in customer support. Knowledge of life cycle management concepts and skill in applying their application to the organization's current and future systems. Knowledge of and skill in supporting business, patron and non-official devices and systems to achieve end user device functioning at optimal level to meet mission requirements. Knowledge of and skill in supporting NMCI devices and systems to achieve end user device functioning at optimal level to meet mission requirements. Knowledge of and skill in understanding organizational business processes and operations. Knowledge of and skill in translating customer requirements into workable and cyber secure compliant solutions. Skill in collaborating with customers and staff to identify and solve problems. Skill in querying databases and other data sources, cleansing and normalizing data, preparing analysis and presenting data in an effective format using available technology tools.- Skill in providing leadership to team members. Skill in team building. Ability to make help desk processes and operations recommendations for improvements. Ability to perform the full range of "Lead" duties. Ability to communicate effectively both orally and in writing. Education Four years' professional IT experience with an emphasis in computer hardware and operating system software, implementation and sustainment. and; Bachelor's degree from an accredited College or University in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management. OR Four years' professional IT experience with an emphasis in computer hardware and operating system software, implementation and sustainment. and; A Bachelor's 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. Additional information Salary is dependent on experience and/or education.


Some positions have special requirements. Selectee may be required to complete a one (1) year probationary period. Participation in Direct Deposit/Electronic Fund Transfer within the first 30 days of employment is required. We utilize E-Verify to confirm selectee's eligibility to work in the United States. Salary is dependent on experience and/or education.


This announcement may be used to fill additional vacancies within 60 days of issuance of selection certificate. For positions requiring travel more than twice per year, selectee may be required to obtain and maintain in good standing a Government-issued Travel Card for official government travel purposes.


Executive Order 12564 requires a Federal workplace free of illegal drugs. According to the Executive Order, all Federal employees are required to remain drug free throughout their employment. Commander, Navy Installations Command is a Drug-Free Federal Workplace. The use of illegal drugs will not be tolerated, and use of or intoxication by illegal drugs will result in penalties up to and including removal from Federal Service.

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How You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above.
All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.
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Required Documents
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
The following documents are required at the time of application: Resume Proof of education/training: if applicable, provide a copy of your awarded/conferred college transcript(s) If claiming Department of Defense (DOD) Non-appropriated Fund (NAF) Business Based Action (BBA) priority consideration: provide a copy of the notice of separation If claiming Military Spouse Preference: provide a copy of the sponsor's Permanent Change of Station (PCS) orders and a marriage certificate at the time of application If claiming Veteran's Preference: provide a copy of your DD-214, Member-4 page and any supporting documentation (SF-15, V.A. disability letter, proof of service, etc.) If a current or former Federal Employee: provide a copy of your most recent Personnel Action Report (PAR) or SF-50 If you are relying on your education to meet qualification requirements: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply
To be considered for this vacancy you must apply and complete the online questionnaire and submit the documentation specified in the Required Documents section above.


The complete application package must be submitted by 11:59 PM (EST) on 05/24/2024 to receive consideration.


To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.


To preview the Application Questionnaire, please click the following link:


It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date.


Additional information on how to complete the online application process and submit your online application may be found on the


To verify or check the status of your application, log into your USAJOBS account. Once logged in, the Welcome screen lists your applications, your application status and the date it was last updated. For information on what each Application Status means, visit:


DON is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, national origin, religion, sex, age, mental or physical disability, genetic information, reprisal, marital status, political affiliation, sexual orientation, or any other non-merit factor. The DON provides reasonable accommodations to applicants with disabilities. Applicants with disabilities who believe they may require reasonable accommodation(s) should email their request to to ensure proper consideration is given.
Agency contact information CNIC NAF HRO Email Address CNIC HQ
5720 Integrity Drive, Bldg. 457
Millington, TN 38055
US
Next steps Using the required qualifications of the position, a standardized rating and ranking criteria of knowledge, skills, and abilities will be used to screen and assess each application.


If you provided an email address, you will receive an email message acknowledging receipt of your application. Times may vary during the hiring process, as your application status updates/changes you will be notified with a notification letter via email.


Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., Spam Blocker, etc.), you may not receive important communication that could affect your consideration for this position.
Fair and Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Equal Employment Opportunity (EEO) Policy Criminal history inquiries Reasonable accommodation policy Financial suitability Selective Service New employee probationary period Signature and false statements Privacy Act Social security number request Required Documents The following documents are required at the time of application: Resume Proof of education/training: if applicable, provide a copy of your awarded/conferred college transcript(s) If claiming Department of Defense (DOD) Non-appropriated Fund (NAF) Business Based Action (BBA) priority consideration: provide a copy of the notice of separation If claiming Military Spouse Preference: provide a copy of the sponsor's Permanent Change of Station (PCS) orders and a marriage certificate at the time of application If claiming Veteran's Preference: provide a copy of your DD-214, Member-4 page and any supporting documentation (SF-15, V.A. disability letter, proof of service, etc.) If a current or former Federal Employee: provide a copy of your most recent Personnel Action Report (PAR) or SF-50 If you are relying on your education to meet qualification requirements: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Help This job is open to The public U.S. Citizens, Nationals or those who owe allegiance to the U.S.