Duties

• You will be a member of the Service Desk Central (SDC).
• You will report to the Section Head of the Service Desk Central.
• You will provide IT support with 12-hour, 5-day a week coverage.
• You will receive and track customer requests for support and incidents from initial receipt of the request or notification of the incident through completion.
• You will provide a seamless experience for the end user(s).
• You will provide end user support.
• You will enter and categorize service requests.

Requirements

Conditions of Employment

• Must be a US Citizen.
• Must be determined suitable for federal employment.
• Must participate in the direct deposit pay program.
• New employees to the Department of the Navy will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov
• Within the Department of Defense (DoD), the appointment of retired military members within 180 days immediately following retirement date to a civilian position is subject to the provisions of 5 United States Code 3326.
• Males born after 12-31-59 must be registered for Selective Service.
• Per the preliminary nationwide injunction on E.O. 14043, COVID-19 vaccinations will not be implemented or enforced. For more information on vaccine status and workplace safety protocol requirements see Additional Information below.
• You will be required to obtain and maintain an interim and/or final security clearance prior to entrance on duty. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a job offer or removal.
• This position is designated as a Cyber IT/Cybersecurity Workforce position. You must obtain and maintain the credentials as described in SECNAV M-5239.2 for specialty area "System Administration" within 12 months of appointment.
• This is a Mission Essential position. You will be required to ensure organization or facility continuity of operations and/or completion of tasks that are considered essential to the mission designated by a local or command decision.

Qualifications

You will serve as an Information Technology Specialist (APPSW/OS) within the Cyber Operations Division, Code 194100 of the NAVAL RESEARCH LABORATORY.

All Levels:
Your resume must demonstrate at least one year of information technology related experience in the federal service or private or public sector demonstrating the following four competencies, as defined:
(1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail;
(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;
(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;
(4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

NO-02 Level:
In addition to my experience demonstrating the four competencies above, I have at least one year of specialized experience equivalent to the next lower grade level (GS-01/04) or pay band (NO-01) in the federal service or equivalent experience in the private or public sector performing most or all of the following duties: (1) Providing IT support to the organization's community; (2) Receiving and tracking customer requests; (3) Providing end user support; and (4) Entering and categorizing service requests.

NO-03 Level:
In addition to my experience demonstrating the four competencies above, I have at least one year of specialized experience equivalent to the next lower grade level (GS-05/10) or pay band (NO-02) in the federal service or equivalent experience in the private or public sector performing most or all of the following duties: (1) Receiving and tracking customer requests for support and incidents from initial receipt of the request through completion; (2) Providing end user support for client endpoint issues, troubleshooting and resolving all client endpoint issues, provisioning of new desktops/laptops and mobile clients, provisioning mobile phones, provisioning of user accounts, installation and configuration of applicant software on client devices, and troubleshooting and resolving client side issues; (3) Receiving and responding to end users' requests for support; (4) Updating and maintaining It asset inventory management databases and configuration management databases; and (5) Leveraging security tools and information and event management solutions.

NO-04 Level:
In addition to my experience demonstrating the four competencies above, I have at least one year of specialized experience equivalent to the next lower grade level (GS-11/12) or pay band (NO-03) in the federal service or equivalent experience in the private or public sector performing most or all of the following duties: (1) Monitoring work being performed by less experienced staff members and offering assistance and guidance to ensure timely progress across all task areas; (2) Providing support to end users using remote management tools or providing face-to face support; (3) Planning and implementing change within the organization, such as evaluating and improving a technical process; (4) Providing support to end users for information technology systems; devices, and applications; (5) Serving as a mentor and leading teams and projects in an IT operations organization such as a help desk or service desk; and (6) Resolving end user issues and coordinating support.

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/#url=List-by-Occupational-Series

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

The following can be substituted in order to meet the minimum qualification requirements of this position:

NO-02 Level:
Bachelor's degree in any field

NO-03 Level:
Ph.D. or equivalent doctoral degree
or
3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related
or
a combination of graduate education and experience totaling 100%.

NO-04 Level:
N/A

_____________________________________________________________________________

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.

Additional information

COVID VACCINATION INFORMATION: To comply with the recent preliminary nationwide injunction on Executive Order 14043, Requiring Coronavirus Disease 2019 Vaccination for Federal Employees, the Department of the Navy is not taking any action to implement or enforce the COVID-19 vaccination requirement. New hires will need to provide their vaccination status as well as comply with workplace safety protocols related to masking, physical distancing, testing, travel, and quarantine.

This position is covered by the Department of Defense Priority Placement Program.

Several vacancies may be filled.

If selected below the full performance level, you may be noncompetitively promoted to the next higher grade level after meeting all regulatory requirements, and upon the recommendation of management. Promotion is neither implied nor guaranteed.

This announcement uses the Certain Personnel of the DoD direct hire authority to recruit and appoint qualified candidates to positions in the competitive service.

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.

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 .

Veteran's preference does not apply when selecting individuals under this specific hiring authority. However, if you claim veteran's preference, you will be required to submit supporting documentation with your application as described in the Required Documents section below.