Information Technology Specialist (Customer Support)

Announcement Number:
FFR22-0295
Department:
Information Technology
Location:
Singapore
Position Status:
Regular, Full Time
Salary:
USD $55,000 - USD $65,000 Yearly (Plus Post Allowance and Living Quarters Allowance)
Areas of Consideration:
Worldwide
Relocation Expenses:
n/a

*To ensure compliance with an applicable preliminary nationwide injunction, which may be
supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal
Government will take no action to implement or enforce the COVID-19 vaccination requirement
pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal
Employees. Therefore, to the extent a Federal job announcement includes the requirement that
applicants must be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that
requirement does not currently apply. Federal agencies may request information regarding the
vaccination status of selected applicants for the purposes of implementing other workplace safety
protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.

JOB SUMMARY
This position is assigned to Fleet and Family Readiness (FFR); Commander, Navy Region Japan (CNRJ);
Commander, Navy Installations Command (CNIC); and supports installation Information Technology (IT)
systems and projects at Singapore Area Coordinator and other Installations within Commander, Navy
Region Japan. The purpose of this position is to operate the local Help Desk and work closely with the
Region N9 IT Manager and N6 to procure, implement, integrate, maintain, and support all
Resale/Retail/Tracking Information System hardware and software used in support of Fleet & Family
Readiness programs to include Morale, Welfare and Recreation (MWR), Child and Youth Programs (CYP),
Fleet and Family Services (FFS) and Galley for CNRJ Installations.

DUTIES AND RESPONSIBILITIES
A. System Maintenance
-Collects and analyzes information, coordinates and defines requirements, conducts feasibility
studies, and equipment configurations.
-Performs hardware and software installs, upgrade and patches.
-Works closely with vendors, headquarters and region program managers, Region N9 IT & N6
staff, and users to resolve issues and ensure successful project implementations.
-Acts as a site Point of Contact (POC) for implementation of new IT based projects.
-Modifies system components as necessary to comply with revised policies and procedures as well
as approved user recommendations.
-Designs audit routines to test and validate data integrity.
-Maintains a physical inventory of all hardware and software.
-Assists in IT systems life cycle management. Ensures all appropriate documentation is on file.
Monitors maintenance contacts for renewal and submits purchase request for support required.
Obtains approvals from all required sources.

B. Help Desk Maintenance
-Receives, responds to, resolves and documents help desk calls. Isolates problems between
hardware, system software, application, peripherals, and network devices. Coordinates with 
departmental program managers to resolve program specific issues. Serves as a monitor and/or
operations trouble-shooter.
-Monitors Retail/Resale/Tracking computer equipment and provides remedial support in
troubleshooting and correcting error conditions and system inefficiencies.
-Recovers data in the event of a hardware or software failure. Ensures the customer receives a
full explanation of the problem and resolution, and provides training and/or guidance to prevent
reoccurrence. Completes the process by documenting actions in the department help desk
database or standard operating procedures (SOPs).

C. Systems Administration
-Serves as a primary systems administrator/technician for all Management Information Systems
(MIS) computer and telecommunication systems (e.g., Micros, Payroll systems, Food-Trak
Inventory Control system, Wi-Fi, Qubica, Recreation Tracking System (RecTrac), Child & Youth
Management System (CYMS), and Systems Applications & Products in Data Processing (SAP).
-Performs account management, system monitoring, data backup, and software/hardware
maintenance.
-Acts as a telephone coordinator to facilitate the provision or cellular and fixed phone services,
Video Teleconference (VTC), Integrated Services Digital Network (ISDN), and data
communications connectivity Non-Secure Internet Protocol Router Network (NIPRNET) to include
hardware installations, maintenance and billing through Naval Computer and
Telecommunications Station Far East (NCTS-FE).
-Performs Personnel Qualification Standards (PQS) as determined by the department head to
maintain proficiency in all MIS computer systems.

ADDITIONAL RESPONSIBILITIES
-Performs other duties as assigned.
-A complete list of duties and responsibilities will be provided at the time of hire.

QUALIFICATIONS REQUIRED
-You may qualify based on your experience and/or education as described below:
Education: Bachelor’s Degree from an accredited university in a qualifying degree field. Complete list
of qualifying fields can be found at:
https://cool.osd.mil/usn/cswf/matrix-specialty-areas/cswf_sa_45.htm
OR Experience: General Experience as follows: GS-09 equivalent One (1) year of general IT-related
experience.
AND Specialized Experience: 1 year of specialized experience at GS-09 (or equivalent) with
POS/Business System implementation and support experience and technical experience supporting
Windows desktops and servers.
-In addition to the experience/education requirements described above, you must have IT-related
experience demonstrating each of the competencies listed below which must be supported by your
resume and other application materials.
-Knowledge of and ability to apply customer support principles, wireless and wired network concepts,
database principles, IT security theory, troubleshooting and data analysis methods, and
communication methods and techniques sufficient to receive, respond to, and resolve help desk calls.
-Knowledge of computers, computer peripherals and industry best practices, security principles and
network equipment, operating systems and environments required to perform a wide range of duties
as a primary systems administrator.
-Knowledge of and experience in utilizing internal and external problem resolution documentation and
resource database, and concepts related to full inventory and analysis of IT systems and assets.
-Knowledge of IT systems life cycle management concepts sufficient to maintain up to date,
interoperable hardware and software inventories.
-Knowledge of and skill in applying systems administration methods and procedures, performance
monitoring methods, IT security principles, and analytical reasoning sufficient to schedule, monitor,
and verify the integrity of system backups, restore files as needed, correct security vulnerabilities,
install server upgrades, and monitor server performance.
-Knowledge of a wide range of specialized software applications and programs deployed in support of

MWR in order to support and maintain these applications. Software titles include, but are not limited
to: Micros, Opera, Onity, Food-Trak, SAP, Citrix, Kronos, Landesk/ Ivanti.
-Skill in providing guidance and training to customers and other technical representatives.
-Skill in accurately documenting actions for standard operating procedures and the help database.
-Ability to use and repair a variety of computer hardware and peripherals including desktop, laptop
and server class devices, Enterprise Class networking hardware, and Enterprise Class network
security devices.
-Ability to use and troubleshoot Windows (desktop and server) & Apple Operating Systems.
-Ability to demonstrate effective written and oral communication skills, including experience in writing
technical procedures and instructions in English.

EDUCATION
Proof of education MUST be uploaded at time of application for consideration. If degree is not conferred,
you MUST provide a copy of your high school diploma or equivalent with your college transcripts.

When education is a basic requirement for the position, or when substituting education for
experience, applicants MUST submit a copy of your high school transcripts, college transcript, or a
list of courses which includes grades earned, completion dates, and quarter and/or semester hours
earned as part of your application package. Foreign education must include evidence that it is
comparable to education received at accredited educational institutions in the United States. All
substitutions of education for experience will be made in accordance with OPM approved qualification
standards. Only attendance and/or degrees from schools accredited by accrediting institutions
recognized by the U.S. Department of Education are acceptable to meet positive education
requirements or to substitute education for experience. For additional information, please go to the
Office of Personnel Management (OPM) and the U.S. Department of Education websites at
https://www.opm.gov/qualifications and https://www.ed.gov/admins/finaid/accred/index.html

CONDITIONS OF EMPLOYMENT
This is a Non-Critical Sensitive Position that requires the completion of a favorable T-3 background
investigation.

Must meet Department of Defense (DoD) Directive 8140.1 and SECNAV M-5239.2 Cybersecurity
Workforce Requirements for Specialty Area 411, Intermediate.

Requires signed Privileged Access Agreement.

May be required to work overtime during emergency situations. May be recalled to duty.

Must be able to work varied work schedules to include evenings, weekends, and holidays. Schedule
should be adjusted to avoid overtime when possible.

TRAVEL
Occasional travel up to approximately 20% may be required.

RELOCATION
Authorized
When you perform a Permanent Change of Station (PCS) with the federal government, the IRS
considers the majority of your entitlements to be taxable. The Relocation Income Tax Allowance (RITA)
may offset the impact of some of these taxes. For more information go to:
https://www.dfas.mil/civilianemployees/civrelo/taxableentitlements.html

OTHER INFORMATION
**Return rights for current employees must be negotiated with the losing command. Candidates not
associated with DOD/DON are ineligible for return rights.

Some positions have special requirements. Selection may be tentative pending the completion of the
satisfactory employment reference checks and receipt of proof of education (where applicable). Selectee
may be required to complete a one (1) year probationary period. Participation in the Direct
Deposit/Electronic Fund Transfer is required. Salary is commensurate with experience and/or education.

Selectees initially recruited from the United States or who are already on a Transportation Agreement
will be entitled to transportation and moving costs for themselves and their family members. Household
goods may be shipped and a housing allowance is paid to cover monthly housing and utility costs.

Compensation includes base pay, a Post Allowance which is a non-taxable (federal) allowance based on
the Japanese Yen rate exchange, and a Living Quarters Allowance sufficient to pay for a housing unit
within close proximity of the Naval base. You may also ship and/or store your household goods. These
and other benefits are available to those personnel hired on an overseas transportation agreement.

The Department of the Navy (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 MWR_Recruitment@fe.navy.mil to ensure proper consideration is given.

HOW YOU WILL BE EVALUATED
Using the qualifications of the positions, as predetermined ranking and rating criteria of knowledge, skills,
and abilities will be used for each application.

BENEFITS
All benefits offered (medical, dental, life insurance, spouse & dependent life insurance, long-term
disability, retirement, and 401(k) savings plan). You can review our benefits at: https://www.nafhealthplans.com/enrollment/cnic/.

REQUIRED DOCUMENTS
-Resume or NAF Application Form
-PCS Orders and Family Entry Approval (Military) OR Sponsor’s Letter of Employment (Civilian)
-OF-306 (Declaration for Federal Employment / Must be signed in ink and dated within the
opening and closing date of this vacancy announcement)
-Proof of Education (such as high school diploma/GED, clinical licensure, awarded/conferred
academic degree transcript(s) and/or *related coursework transcript(s) relevant to the position
- If claiming Veteran’s Preference, a legible copy of DD-214 (page 4).
- If you are a current Federal employee, please submit your most recent Personnel Action Report
(PAR) or SF-50


Note: To receive consideration for a non-related degree or eligibility based on a combination of
education AND experience, a college transcript is required. All transcripts MUST show student’s name
and the name of the awarding university or educational institution, degree type, awarded/conferred
date, and the field of study. *If your degree has not been awarded/conferred, you must provide a copy
of your HS Diploma or equivalent along with transcript(s). Transcripts from foreign colleges must be
evaluated for U.S. equivalency in order to be considered. Applicants are responsible to obtain and
submit proof of creditability of education as evaluated by a credentialing agency which is a private U.S.
organization. Credential evaluations are not free and applicants are responsible for the cost of the
selected service.

HOW TO APPLY
Interested applicants MUST apply online at www.USAJOBS.gov. We no longer accept emailed applications or walk-ins.

NOTE: Review the REQUIRED DOCUMENTS section to determine which applies to you and MUST be
submitted online. You must submit a complete application by 11:59pm (Eastern Time) on the closing
date reflected on the vacancy announcement.

AGENCY CONTACT INFO
Commander Navy Region Japan
NAF Human Resources Office (N941) Commander, Navy Installation Command
PSC 473 Box 12 Tel: 315-243-5446 / 046-816-5446
FPO AP 96349-0001 Email: MWR_RECRUITMENT@fe.navy.mil

WHAT TO EXPECT NEXT
Please ensure that your application/resume contains all the information requested in the vacancy announcement. If your resume or application does not provide all the information requested on this form and in the job vacancy announcement, you may lose consideration for the job. Applications received after the closing date will not be considered.