Clarification from the agency

This position is open to those currently employed within the hiring agency; Non-Appropriated Funds (NAF), Commander, Navy Installations Command (CNIC).

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.

Network Management and/or System/Server Administration 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.
• Provide TIER II and III computer hardware and operating software, Windows and MAC, customer support to business and patron users.
• Develop and maintain a cyber-secure image for business and non-business Windows and MAC operating systems.
• Provision computer hardware to support Windows and MAC operating systems and iOS and Android devices.
• Diagnoses and resolves computer hardware and software problems in response to customer reported incidents.
• Assist 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.
• Research, evaluate, and provide 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.
• Participate 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.
• Develops and maintains configuration standards, documentation, and knowledgebase entries for assigned systems.
• Provides reports and analysis of system usage, incidents, trends, and key performance indicators (KPIs) to inform decision making. Serves as Contracting Officer Representative (COR) or Assistant Contracting Officer Representative (ACOR) or Technical Advisor (TA) as required.

• Provides administrative and technical supervision (including hiring, discipline, evaluation, and training) for up to eight IT Specialists, NF 2210 04, assigned to the section.
• Reviews and approves leave requests.
• Develops section goals and staff responsibilities.
• Assigns work based on priorities, complexity, and staff capabilities.
• Directs staff who provide system analysis, configuration, and support for assigned systems.
• Develops and executes staffing plans and contractor requirements.
• Reviews and accepts, amends, or rejects work performed by subordinates.
• Provides performance ratings, approves awards, and takes corrective actions when necessary.
• Communicates assignments, milestones, and deadlines to the team provides status updates on the same to supervisor.
• Counsel employees on behavior and initiates disciplinary actions if required.
• Supports CNIC's Equal Employment Opportunity (EEO) policy; fosters a work environment free of discrimination, harassment, and/or reprisal; and ensures equitable treatment of all staff.

Conditions of employment

• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
• Must have or be able to obtain and maintain clearance for a Tier 5 (T5R (71)) Investigation Non-Sensitive National Security Sensitivity designation and Moderate Risk designation.
• Must be a current Non-Appropriated Funds (NAF), Commander, Navy Installations Command (CNIC) employee.

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 the following:

• Five or more years of progressively responsible specialized experience with the evaluation, analysis, configuration, and delivery of computer or system administration for enterprise-level IT environments.
• Mastery of and skill in developing 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.
• Mastery of information technology (IT) computer hardware security principles and methods (e.g., personal computer, tablets) including enterprise device management techniques and concepts.
• Mastery of measures or indicators of system performance and availability.
• Mastery of the type and frequency of routine hardware maintenance.
• Mastery of organizational information technology (IT) user security policies (e.g., account creation, password rules, access control).
• Mastery of capabilities and applications of computer equipment, including Windows and, Macintosh computers, iOS and Android devices and printers.
• Mastery of computer systems management principles, models, methods (e.g., end-to-end systems performance monitoring), tools, and service management concepts for hardware and related standards (e.g., Azure, Entra ID, Intune, MDE, ITIL).
• Mastery of system configuration methods and practices for assigned systems.
• Mastery and skill in troubleshooting complex system issues and identifying root causes.
• Mastery and skill in applying Tiered Customer Support in helpdesk systems to assign, monitor and complete helpdesk tickets.
• Mastery of, and skill in applying IT problem management methods and practices.
• Mastery of, and skill in applying customer support concepts, principles, methods, and practices.
• Mastery of, and skill in applying the interrelationships among different IT disciplines.
• Mastery of, and skill in applying project management principles and methods.
• Mastery skill and ability to make sound, well-informed, and objective decisions; be open to changing and new information to adapt behavior and work methods positively.
• Mastery ability to communicate effectively both orally and in writing to document technical support procedures and train technical staff.
• Mastery of system administration concepts for operating systems such as but not limited to iOS, Android, Windows and Macintosh operating systems.
• Broad, professional knowledge of IT systems and infrastructure, encompassing POS systems for retail, food, recreation, child & youth, and lodging operations; operating systems; software applications; telecommunication networks; hardware components; and various cloud service models.
• Knowledge of laws, regulations, policies, and ethics in relation to cybersecurity and privacy.
• Knowledge and skill of cybersecurity and privacy principles, including those used to manage risks related to the use, processing, storage, and transmission of information or data.
• Knowledge and skill of cyber threats, vulnerabilities, and specific operational impacts of cybersecurity lapses.
• Knowledge of local area and wide area networking principles and concepts, including bandwidth management, different types of network communication (e.g., LAN, WAN, SD-WAN), and Wi-Fi.
• Knowledge of business process analysis, requirements gathering, and workflow documentation.
• Knowledge of cybersecurity and privacy principles, including PCI compliance for payment processing where applicable to assigned systems.
• Knowledge of, and skill in one or more of the following software applications that the CNIC NAF organization supports: enterprise applications (ERP), program support applications (point-of-sale and recreation/activity management systems), commercial global networks, on-premises datacenters, cloud-based environments, and software-as-a-service beyond service desk software applications.
• Knowledge of, and skill in applying communication methods and techniques.
• Knowledge of organizational security policies.
• Knowledge of Personally Identifiable Information (PII), Personal Health Information (PHI), and Payment Card Industry (PCI) data security standards.
• Knowledge of DOD and DON cybersecurity policies.
• Skill in configuring and optimizing software, including utilizing software-based computer protection tools (e.g., local policies, group policies, antivirus software, anti-spyware).
• Skill in diagnosing connectivity problems.
• Skill in maintaining mobile device manager services (e.g., Microsoft Intune).
• Skill in using cloud storage (e.g., Azure Storage, Azure Blob, etc.).
• Skill in interfacing with customers.
• Skill in troubleshooting failed system components (i.e., computer hardware).
• Skill in operating system administration (e.g., account maintenance, data backups, maintaining system performance, installing and configuring new hardware/software).
• Skill in conducting research and applying innovative solutions to business and system problems.
• Skill in the use of Microsoft 365 programs (e.g., Teams, Planner, Word, Excel, PowerPoint, Outlook).
• 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 the effective and efficient use of planning and project/task assignment and tracking software.
• Skill and ability to consistently develop and sustain cooperative working relationships with team members and within the organization.
• Skill and ability to work effectively with customers and outside agencies, providing information or assistance, coordinating project/work task completion, and offering effective solutions.
• Skill to communicate with all levels of management.
• Ability to design capabilities to find solutions to less common and more complex system problems.
• Ability to inspire, motivate, and guide others toward goal accomplishments.
• Ability to monitor personal and work group performance and make and implement recommendations for improved productivity.

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.