IT SPECIALIST (Telecommunications Customer Support)

Summary

You will serve as an IT SPECIALIST (Telecommunications Customer Support) in the Command Information Office of NAVAL FACILITIES ENGINEERING SYSTEMS COMMAND.

Duties

• •You will act as a liaison with carriers for managing wireless services and ensure contract compliance.
• •You will conduct program data analysis and manage inventory of wireless devices.
• •You will provide technical troubleshooting for hardware, software, and connectivity issues.
• •You will provide end-user assistance and training across all areas of telecommunications support.
• •You will serve as the primary point of contact for resolving complex telecommunications issues for NAVFAC Headquarters and Enterprise users.
• •You will create, maintain, and distribute easy-to-understand process guides, FAQs, and Standard Operating Procedures (SOPs) for the workforce.

Qualifications

Your resume must demonstrate one year of information technology related experience in the federal service or private or public sector demonstrating the following four competencies, as defined: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency includes: Optimizes service plans to eliminate overages and address cellular coverage issues. 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 includes: Manages account creation and provides training and assistance to end-users and field telecom managers. 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 includes: Develops and delivers comprehensive training to end-users on new telecommunications platforms, including Flank Speed Telephony and updated mobile security protocols. 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 includes: Provides technical troubleshooting for hardware, software, and connectivity issues. In addition to the four competencies above, your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-12 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: Demonstrating mastery of VoIP, landline, and wireless systems, including Distributed Antenna Systems (DAS) and Flank Speed Telephony, while applying DoW/DON IT security policies and NAVSUP IDIQ contract requirements. Managing enterprise-wide telecommunications programs, wireless device lifecycles, carrier accounts, mobile applications, wireless security policies, and cloud-based integrations in compliance with DoW/DON policies and NAVSUP IDIQ mobility contract requirements. Analyzing telecommunications usage trends, auditing carrier billing, optimizing carrier plans, and applying financial management, PPBE, RMF, and project management principles to support strategic acquisitions and data-driven recommendations to senior leadership. Coordinating mobile device provisioning, over-the-air security, upgrades, and lifecycle management while serving as a key liaison among technical vendors, major commands (NAVFAC, NAVSEA, CNIC), and end-users. and Leading cross-functional teams and field telecommunications managers through mentoring, technical documentation development, SOP creation, and training delivery on emerging telecommunications platforms for a diverse enterprise workforce. Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving. 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.