IT Specialist (Customer Support) Job in Millington, TN

Summary

This job is open to

• The public

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

Duties

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 I and II level helpdesk hardware and software support for Fleet and Family Readiness FFR devices to include Point of Sale (POS), patron and business for the enterprise.
• Provides Tier I and II level customer support for HQ Millington NMCI devices, email distribution groups, and shared folder access and management.
• Provides NMCI and non NMCI smartphone support.
• Provides Video Teleconference support for NMCI and commercial systems.
• Collaborates and liaisons with program managers and attends conference calls as required.
• Diagnoses and resolves problems in response to customer reported incidents.
• Assist with needs analyses to define opportunities for new or improved support process solutions.
• Performs helpdesk ticket intake, assessment, analysis for solution, assignment, implementation of corrective action to resolve discrepancy and tracking of ticket to completion 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.
• 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 and provides 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.

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.

How You Will Be Evaluated

Required Documents

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 07/25/2025 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/12766009It 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.

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.