17-134 INFORMATION TECHNOLOGY SPECIALIST - CUSTOMER SUPPORT (FULL TIME)

Commander Navy Region
Europe, Africa, and Southwest Asia
NAF Human Resources
PSC 817 BOX 108
FPO, AE 09622-0108

VACANCY ANNOUNCEMENT
NON-APPROPRIATED FUND (NAF) POSITION

ANNOUNCEMENT NO: 17-134

POSITION TITLE: Information Technology Specialist (Customer Support); NF-2210-04

SALARY: $45,000 - $65,000 / year. Plus applicable allowances.

EMPLOYMENT CATEGORY LOCATION: Regular Full-Time (40 hours per week). Commander, Navy Region Europe; Fleet and Family Readiness Program; Morale, Welfare & Recreation (MWR); Naval Support Activity Bahrain.

AREA OF CONSIDERATION: Local U.S. Citizens that are
                                                    1) Current permanent NAF/APF employees; or
                                                    2) Spouses of active duty military members; or
                                                    3) Family members of active duty military member; or
                                                    4) Family members of DoD civilians.
                                                    APPLICANTS MUST ATTACH ALL REQUIRED DOCUMENTS TO BE CONSIDERED.

OPENING DATE: 27 March 2017

CLOSING DATE: 03 April 2017

INTRODUCTION:
This position is located in the Business Office of the Fleet and Family Readiness (FFR) Department, U.S. Naval Support Activity (NSA) Bahrain, Commander Navy Region Europe Africa and Southwest Asia (CNREURAFSWA). The purpose of this position is to operate the local helpdesk and works closely with the Management Information System Department (MISD) of NSA, Bahrain (N6) to procure, implement, integrate, maintain, and support all resale/retail/tracking information system hardware and software used in support of Morale, Welfare & Recreation (MWR), Navy Gateway Inns & Suites (NGIS) and Galley programs at NSA Bahrain and Deployed Sites locations including Sheik Isa Air Base, United Arab Emirates (UAE), Oman, and Camp Lemonier, Djibouti (CLDJ).

MAJOR DUTIES AND RESPONSIBILITIES:
Receives, responds to, resolves and documents help desk calls. Isolates problems between hardware, system software, application, peripherals, and network devices. Coordinates with departmental program managers to resolve program specific issues. Serve as a monitor and/or operations trouble-shooter. Monitors retail/resale/tracking computer equipment and provides remedial support in troubleshooting and correcting error conditions and system inefficiencies. Recovers data in the event of a hardware or software failure. Ensures that the customer receives a full explanation of the problem and resolution, and provides training and/or guidance to prevent reoccurrence. Completes the process by documenting actions in the department help desk database or standard operating procedures.

Performs hardware and software installs, upgrade and patches. Works closely with vendors, headquarters and region program managers, MISO & N6 staff and users to resolve issues and ensure successful project implementations. Acts as a site point of contact (POC) for implementation of new IT based projects. Modifies system components as necessary to comply with revised policies and procedures as well as approved user recommendations. When necessary, designs audit routines to test and validate data integrity. Maintains a physical  inventory of all hardware and software. Assists in IT systems life cycle management. Ensures all appropriate documentation is on file. Monitors maintenance contacts for renewal and submits purchase request for support required. Obtains approvals from all required sources. Serves as a primary or backup systems administrator/technician for all MIS computer and telecommunication system such as Micros, Payroll systems, Food-Trak Inventory Control system, Wi-Fi, Qubica, REC Trac, CYMS, Epitome, and SAP. Performs account management, system monitoring, data backup, and software/hardware maintenance as necessary. Acts as a telephone coordinator to facilitate the provision or cellular and fixed phone services, VTC, ISDN, and data communications connectivity (NIPRNET) to include hardware installations, maintenance and billing through NCTS. Performs PQS as determined by the department head
to maintain proficiency in all MIS computer systems. Coordinates with appropriate departments to set up and maintain equipment for audio and video conferencing and teleconferencing. Coordinates with other departments all VTC activities and schedules.

QUALIFICATION REQUIREMENTS:
Must possess one of the following:
• IT-related experience that demonstrates attention to detail, customer service, oral communication and problem solving AND at least one year of specialized IT experience that has equipped the applicant with the particular competencies, knowledge, skills and abilities to successfully perform the duties of the position as detailed above; OR
• A master's degree or 2 full years of progressively higher level graduate education leading to a master's degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management. (MUST provide proof of education with the application package.)

KNOWLEDGE REQUIRED BY THE POSITION:
Knowledge of and applying customer support principles, network concepts, database principles, IT security theory, troubleshooting and data analysis methods, and communication methods and techniques sufficient to receive, respond to, and resolve help desk calls.
• Knowledge of computers, peripheral and network equipment, operating systems and environments required to perform a wide range of duties as a primary or back up system administrator.
• Knowledge of and ability to utilize internal and external problem resolution documentation and resources database. Ability to accurately document all actions taken in standard operating procedures and/or the help database. Ability to provide guidance and training to customers and other technical representatives.
• Knowledge of IT systems life cycle management concepts sufficient to maintain up to date, interoperable and software inventories.
• Knowledge of and skill in applying systems administration methods and procedure, performance monitoring methods, IT security principles, and analytical reasoning sufficient to schedule, monitor, and verify the integrity of system backups, restore files as needed, correct security vulnerabilities, install server upgrades, monitor server performance.
• Knowledge of wide range of specialized software applications and programs deployed in support MWR at NSA Bahrain sufficient to support and maintain these applications.
• Knowledge of English to clearly communicate both orally and in writing. Ability to write technical procedures and instructions in English.

OTHER REQUIREMENTS OF THE POSITION:
• Must be able to obtain and maintain a SECRET security clearance.
• May be required to occasionally travel from the normal duty location.
• May be required to work overtime on emergency basis.
• The current work week is Sunday thru Thursday. May be required to work other than normal duty hours which may include evenings, weekends, or holidays. May be recalled to duty.
• May be assigned other duties by the MWR department head.

BENEFITS: A comprehensive benefits package is available.

HOW TO APPLY: Send resume and applicable required documentation (see below) via email to NAFPersonnel@eu.navy.mil. Reference the vacancy announcement number and position title on your submission and ensure your resume contains all the information required in this vacancy announcement. Failure to provide vacancy announcement number or all the documentation required in the vacancy announcement will result in non-consideration. All qualifications must be met by the closing date of this announcement and clearly documented in the resume. Please direct inquiries to: NAFPersonnel@eu.navy.mil.

REQUIRED DOCUMENTS:

ALL APPLICANTS MUST PROVIDE THE FOLLOWING:

• Resume with complete work history including job title, start and end dates, and highlighting qualifications relevant to the vacancy announcement.
• OF-306, Declaration for Federal Employment (signed within last 60 days)
• Copy of U.S. Government no-fee passport showing picture, passport number, expiration date.
• Supplemental Questionnaire

OTHER REQUIRED DOCUMENTS:
• Qualifying with education? Attach proof of education.
• Veteran of U.S. Armed Forces? Attach the member-4 page of your DD-214, "Certificate of Release or Discharge from Active Duty".
• Current or former Federal employee? Attach most recent SF-50 or Personnel Action Report (PAR) from your personnel record.
• Claiming Family Member Preference? Attach Preference Entitlement Survey and legible copy of sponsor's PCS orders.

OTHER INFORMATION:
Some positions have special requirements. Selection may be tentative pending the completion of these requirements. Applicants may be required to submit proof of education, participate in medical screening, drug testing, etc. All selections are contingent upon
satisfactory employment reference checks. Employment is subject to successful National Agency Background Check. As a condition of employment, the selectee will be required to participate in the Direct Deposit/Electronic Fund Transfer within the first 30 days of employment. Occupants of this position must maintain the privacy of official work information and data and demonstrate the highest level of ethical conduct. Additional selections may be made from this announcement.

The Department of Navy (DON) is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, sex, national origin, age, disability, marital status, political affiliation, sexual orientation, genetic information or any other non-merit factor. The DON provides reasonable accommodation to applicants with disabilities. Applicants with disabilities who believe they require reasonable accommodation should call 011-39-081-568-5612 or e-mail their request to NAFPersonnel@eu.navy.mil to ensure proper consideration. The decision to grant an accommodation will be made on a caseby-case basis.