IT SPECIALIST (CUSTOMER SUPPORT)

IT SPECIALIST (CUSTOMER SUPPORT)

Department: Department of the Navy

Location(s): Great Lakes, Illinois

Salary Range: $26 - $28 Per Hour

Job Summary: This position is assigned to the N6Q Information Technology (IT) office, Commander Navy Region Mid-Atlantic, Fleet and Family Readiness Support Services department. The position is involved with the planning and delivery of customer support, including system configuration, troubleshooting, customer assistance, and/or training of N9 point of sale/management information systems. Naval Station Great Lakes, IL

Major Duties:

• Duties include but are not limited to: Diagnosing and resolving problems in response to customer reported incidents. Monitor the helpdesk ticketing system continuously during hours of operation and complete/close-out the tickets within the system. Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements. Create and update problem records in the applicable support ticket system. Installing, configuring, and maintaining operating systems and software applications applicable to business needs. Developing and managing customer service performance requirements, performs preventative maintenance and recommends preventative measures as necessary. Installing infrastructure and network devices in support of customer needs. Providing customer training; and/or ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Maintaining oversite, and reporting of system integrity to include event management, security mechanisms such as patching, virus protection, and host-based security systems. Perform remediations as necessary in accordance with oversight duties. Participate in appropriate in-service and workshop programs and attend any required meetings.

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: Knowledge of IT security requirements, policies, procedures, applicable laws and regulations that apply. Knowledge of cyber threats and vulnerabilities. Knowledge of general operational impacts of cybersecurity lapses. Knowledge of computers, computer peripherals and industry best practices, network equipment, operating systems and environments required to perform a wide range of duties. Knowledge of concepts related to full inventory and analysis of IT systems and assets. Knowledge of and skill in applying customer support principles. Knowledge of and skill in customers' business processes and operations. Knowledge of and skill in methods and procedures for documenting resolutions. Knowledge of and skill in problem resolution databases Knowledge of and skill in troubleshooting and data analysis methods Knowledge of and skill in communications methods and techniques systems analysis methods, tools, and techniques - sufficient to receive, respond to, and ensure complete resolution of any help center call; document actions taken; give needed guidance or training to customers to prevent recurrences, and assist more experienced specialist in resolving very complex problems. Skill in communicating orally and in writing, in a clear, concise manner. Ability to provide customer support in receiving, responding to, and resolving IT-related help desk calls.

How to Apply: To be considered for this vacancy you must apply and complete the online questionnaire and submit the documentation specified in the Required Documents section above. The complete application package must be submitted by 11:59 PM (EST) on 03/08/2026 to receive consideration. To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application. To preview the Application Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12902172 It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Additional information on how to complete the online application process and submit your online application may be found on the https://help.usastaffing.gov/Apply/index.php?title=Applicant To verify or check the status of your application, log into your USAJOBS account. Once logged in, the Welcome screen lists your applications, your application status and the date it was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status DON is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, national origin, religion, sex, age, mental or physical disability, genetic information, reprisal, marital status, political affiliation, sexual orientation, or any other non-merit factor. The DON provides reasonable accommodations to applicants with disabilities. Applicants with disabilities who believe they may require reasonable accommodation(s) should email their request to MILL_HQ_NAF_HR.FCT@navy.mil to ensure proper consideration is given.

Application Deadline: 2026-03-08