IT Specialist (Customer Support/Help Desk) Job in Keyport, WA

Vacancy No. 25-12755005 Department Commander, Navy Installations
Salary $23.00 to $26.00 Grade 3 to 3
Perm/Temp Permanent FT/PT Full-time
Open Date 6/27/2025 Close Date 7/10/2025
Job Link Apply Online Who may apply Public
Locations:
Keyport, WA


Summary

The primary purpose of this position is to receive calls and provide first line help desk support to users of various computers, operating systems, databases and software necessary to support program requirements of N9 Fleet & Family Readiness Programs. Applications include management information systems (MIS), Point of Sale systems (POS), and other systems and programs throughout the Commander, Navy Region Northwest (CNRNW) N9 area.

Duties

  • Provide timely help desk support by responding to end user questions and problems via phone, e-mail and in person.

  • Tier 1 responder responsible for initiating and entering work order entries accurately and completely,

  • Determines source of computer problems (hardware, software, user error, etc.), assigns priority and then resolves or refers to the appropriate specialist or technician for resolution.

  • Often translates technical terms into non-technical language for users so they can better understand the issue and the solutions.

  • Troubleshoots routine or minor software and hardware problems and occasionally assists specialist or technicians by performing a segment of their work (installation, repair, etc.)

  • Assists end-users with software features, applications, functionality and escalates more complex problems to the appropriate specialist or technician.

  • Serves as designated point of contact for NMCI for N9 programs. Manages and routes NMCI requests (CLIN, MACs, new users, etc.).

  • Identifies help requests that are attributable to other support agencies and refers user to the appropriate helpdesk or support department (NMCI, SAP, KRONOS).

  • Processes employee check-out notifications and ensures program accounts are terminated or transferred upon separation from N9.

  • Inputs and tracks purchases in automated accounting system.

  • Manages shared calendar and schedules meetings and activities.

  • Assists manager with administrative tasks including correspondence, timekeeping, and personnel actions.

  • Performs other duties as assigned when qualified to do so.

Requirements

Conditions of Employment

  • This position is subject to background check in accordance with federal regulations. This position is subject to background check in accordance with federal regulations. Occasional travel within the Region is required.
  • Occasional travel within the Region is required.

Qualifications

Successful candidate must possess strong customer relations and communication skills. Candidate must be a self-starter and work independently with a keen attention to administrative detail. Must be organized, able to multitask and work under stringent deadlines. One year of basic knowledge of computer systems, networks and troubleshooting skills is advantageous. Sound understanding of Point of Sale Systems, Citrix Systems, Windows operating Systems, MS Office Products, and SAP accounting software is desired. Three years Office Administrative experience highly desirable.
Must successfully pass a formal background investigation appropriate to the position and obtain and maintain the appropriate computer security access level.
Employee must obtain and maintain certification(s) in accordance with DoD 8570.01-M, December 19, 2005 & subsequent policy updates within six (6) months of placement .
A valid driver's license for travel between work sites is required.
Employee may be called upon to assist customers with problems outside of regular business hours, including evenings, weekends and holidays.

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:

  • Résumé
  • Proof of education/training: if applicable, provide a copy of your awarded/conferred college transcript(s), if degree hasn't been conferred provide copy of HS Diploma, GED, or equivalent
  • 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
Implementation of the REAL ID Act begins May 7, 2025. From that day on, anyone 18 years and older that plans to visit certain Federal facilities or fly domestically will need a REAL ID or another acceptable form of identification. The standard access requirements remain the same for active duty and dependents, DoD civilian personnel, DoD retired personnel and dependents under the age of 18, vetted veterans in possession of a Veteran Health Identification Card (VHIC) and personnel that have been issued a Defense Biometric Identification Card (DBIDS) for access to one of our Northwest U.S. Navy installations.
In order to be vetted with a background check and identify proofing by VCC personnel, you must bring valid/current government issued photo identification and current proof of citizenship. This applies to all individuals except for active-duty service members and federal civilian employees, who do not require the same background checks. Despite having a CAC, these individuals are highly encouraged to bring any of the following proofs of citizenship (**while your Social Security card is helpful for identity proofing, it is NOT a valid proof of citizenship for NBK vetting purposes**):
NOTE: The specific requirements for Washington State are provided at the following website: https://realidwa.com/ .

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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 07/10/2025 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/12755005It 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=ApplicantTo 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/statusDON 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

NRNW NAF HRO
Address
NRNW Region NAF HR Office
1103 Hunley RD
Bldg 94
Silverdale, WA 98315
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.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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