Clarification from the agency

Must be willing to self-relocate to reside within a 50-mile radius of Millington, TN.

In order to qualify for this position, resumes must provide sufficient experience and/or education, knowledge, skills, and ability to perform the duties of the position. Applicant resumes are the key means for evaluating skills, knowledge, and abilities as they relate to this position therefore, applicants are encouraged to be clear and specific when describing experience.

Duties include but are not limited to:

• Provides Tier II and III level helpdesk hardware and software support for Fleet and Family Readiness FFR devices to include Point of Sale (POS), commercial patron and business devices for the enterprise.
• Collaborates and liaisons with program managers and attends conference calls as required.
• Provides TIER II and III computer hardware and operating software, Windows and MAC, customer support to business and patron users.
• Develops and maintain a cyber-secure image and provision computer hardware to support business and patron users.
• Diagnoses and resolves computer hardware and software problems in response to customer reported incidents.
• Assists with needs analyses to define opportunities for new or improved support process solutions.
• Performs helpdesk ticket assessment, analysis for solution, implementation of corrective action to resolve discrepancy and documentation.
• Researches, evaluates, and provides feedback on problematic trends and patterns to support requirements.
• Performs configuration/troubleshooting and maintaining of customer hardware and software.
• Develops and deploys computer hardware and software firmware and patches on an enterprise system to meet cyber security requirements.
• Participates in the planning and delivery of a full range of customer support services to the organization.
• Presents informal training to staff and customers in using hardware and software systems.
• Reports, responds to, and resolves customer requests.
• Performs and ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
• Provides tiered support in a manner that minimizes interruptions in customers' ability to carry out business activities.
• Provides expert and proactive technical advice, guidance, and recommendations to management and other technical specialists on IT issues.
• Coordinates the technical support of deployed applications.
• Creates solutions guide to typical and recurring helpdesk tickets and post for general use.
• Analyzes customer/user/process owner change requests and/or makes suitable alternative recommendations to support mission requirements.
• Consults with customers to identify and specify 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.

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.
• Must be willing to self-relocate to reside within a 50-mile radius of Millington, TN.

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 must possess at least one of the following:

• A bachelor's degree from an accredited college or university in one of more of the following fields: computer science, information science, information systems management, mathematics, statistics, operations research, or engineering.
• A degree that provided a minimum of 24 semester hours in one or more of the following fields: computer science, information science, information systems management, mathematics, statistics, operations research, or engineering.
• At least 3 years of professional IT experience with an emphasis in computer hardware and operations system software, implementation or sustainment.

• Knowledge of and skill in applying Tiered Customer Support in helpdesk systems to assign, monitor and complete helpdesk 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 IT 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 creating a secure image and imaging and provisioning computers and systems to achieve end user device functioning at an optimal secure 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 team building.
• Ability to make helpdesk processes and operations recommendations for improvements.
• Ability to communicate effectively both orally and in writing.

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.