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 Norfolk, VA

This job is open to

The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

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.

Requirements

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.
Required to comply with the DoD Cyber Workforce Program requirements of SECNAV M-5239.2
Earn and maintain appropriate credentials from the Cyber IT/DCWF Qualification Matrices within nine (9) months of hire
Participate in a continuous learning program as described in SECNAVINST 1543.2. A minimum of 20 hours of Cyber IT/DCWF related continuous learning annually
Position is subject to an irregular tour, which may include after-hours work, weekends, and holidays.
Position is subject to being “On Call” as assigned during operational hours of the supported facilities
Must obtain and maintain a Secret (T3) clearance.
Must obtain and maintain a U.S. driver’s license
Must be a US citizen.
Occasional travel of up to 25% may be required within local and non-local areas.
May be required to carry some equipment weighing up to 45 lbs. without assistance
Starting May 7, 2025, non-affiliated individuals requesting access will need a REAL ID-compliant driver's license or another acceptable form of identification to access CNRMA Installations. (review required documents section for more information.)

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.

Education

Minimum Qualification Requirements:

A bachelor's degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field, OR
Experience that provided incumbent with particular knowledge, skills and abilities to perform successfully the duties of the position and that is related to the work of the position.
- OPM Qualification Standard for the 2210 series specifies the amounts of education and/or specialized experience required to qualify for this position. lbt 4.14.26

Additional information

Salary is dependent on experience and/or education.

Executive Order 12564 requires a Federal workplace free of illegal drugs. According to the Executive Order, all Federal employees are required to remain drug free throughout their employment. Commander, Navy Installations Command is a Drug-Free Federal Workplace. The use of illegal drugs will not be tolerated, and use of or intoxication by illegal drugs will result in penalties up to and including removal from Federal Service.

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. Occupants of this position must maintain the privacy of official work information and data and demonstrate the highest level of ethical conduct.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Review our benefits

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.

Required Documents

The following documents are required at the time of application:

Resume
Proof of education/training/licensure: provide a copy of your awarded/conferred college transcript(s) and licensure as applicable
If claiming Department of Defense (DOD) Non-appropriated Fund (NAF) Business Based Action (BBA) priority consideration: provide a copy of the notice of separation
If claiming Military Spouse Preference: provide a copy of the sponsor's Permanent Change of Station (PCS) orders and a marriage certificate at the time of application
If claiming Veteran's Preference: provide a copy of your DD-214, Member-4 page and any supporting documentation (SF-15, V.A. disability letter, proof of service, etc.)
If a current or former Federal Employee: provide a copy of your most recent Personnel Action Report (PAR) or SF-50

NOTE: Failure to provide the required documents may impact eligibility, qualifications determination.

Note: When submitting transcripts for an Associate degree or higher, proof of a high school diploma or equivalent is not required. All transcripts MUST show student's name, the name of the awarding university or educational institution, degree type, awarded/conferred date, and the field of study (major). If your degree has not been awarded and/or you possess certificates of completion for DoD approved competency-based training courses, and/or a valid CDA/MSA credential(s), you MUST also provide a copy of your HS Diploma or equivalent. Altered transcripts will not be accepted.

Starting May 7, 2025, non-affiliated individuals requesting access will need a REAL ID-compliant driver's license or another acceptable form of identification to access CNRMA Installations. This applies to everyone, including the following: but not all inclusive:

Vendors

Dependents aged 18 and older
Service Providers
Veterans with service-connected disabilities
Contractors
Visitors (includes visitors in same vehicle with CAC holder)
Transportation services (taxi, limo, ride share)
Agent, Assist, Aid, Care Giver Letters
Au Pairs, Child Care Providers

What are acceptable alternative forms of identification for base access? If you don't have a REAL ID-compliant driver's license, you can use one of the following:

U.S. passport or passport card
Military ID card (Common Access Card or CAC, DoD retired ID card)
Permanent resident card (Green Card)
Transportation Worker Identification Credential (TWIC)
Enhanced Driver's License (EDL)
Other forms of identification accepted by the Department of Homeland Security

How can I obtain a REAL ID-compliant license? To obtain a REAL ID-compliant license, you'll need to visit your state's driver's license agency with the following documents:

Proof of identity (e.g., birth certificate, passport)
Proof of Social Security number (e.g., Social Security card)
Two proofs of residency (e.g., utility bills, bank statements)

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 04/29/2026 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/12936258

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.

Agency contact information

CNRMA NAF HRO

Email: CNRMANAFHR@us.navy.mil

Address: Commander, Navy Region Mid-Atlantic - Navy NAF HRO
1682 Piersey Street Bldg KN
Norfolk, VA 23511
US

Next steps

Using the required qualifications of the position, a standardized rating and ranking criteria of knowledge, skills, and abilities will be used to screen and assess each application.

If you provided an email address, you will receive an email message acknowledging receipt of your application. Times may vary during the hiring process, as your application status updates/changes you will be notified with a notification letter via email.

Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., Spam Blocker, etc.), you may not receive important communication that could affect your consideration for this position.

IT SPECIALIST (CUSTOMER SUPPORT) Job in Norfolk, VA