IT SPECIALIST (CUSTOMER SUPPORT)

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

**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.