This position is assigned to Fleet and Family Readiness (FFR) Sasebo, Japan and supports installation Information Technology (IT) systems and projects at Commander, Navy Region Japan. The primary purpose of this position is to receive helpdesk tickets, calls, emails 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.
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Provides timely help desk support by responding to end user questions and problems via online helpdesk, phone, e-mail and in person. Initiates and enters work order entries accurately and completely as a Tier 1 responder. Determines source of computer problems (e.g., hardware, software, user error), assigns priority, then resolves or refers to the appropriate specialist or technician for resolution. 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. Assists specialist or technicians by performing a segment of their work (e.g., installation, repair). Assists end-users with software features, applications, functionality and escalates more complex problems to the appropriate specialist or technician. Serves as designated IT representative for ONE-NET for N9 programs. Manages and routes ONENET requests (e.g., System Authorization Access Request-Navy (SAAR-N), Request's for Change (RFC), Information Assurance Training). Identifies help requests that are attributable to other support agencies and refers user to the appropriate helpdesk or support department (e.g., ONE-NET, Systems Applications and Products (SAP), K.RONOS). Processes employee check-out notifications and ensures program accounts are terminated or transferred upon separation from N9. Tracks Accounting and Information Management System (AIMS) Network and ONE-NET user account status, documentation and required trainings. Manages AIMS and MIS/POS system user accounts. Assists specialists with the management and patching of Unofficial Quality of Life and Business computers. Assists specialists with the development, testing and deployment of new software packages and images. Assists specialist with regional and local projects, refreshes and system upgrades. Assists with maintaining IT asset inventory.
Occasional travel - Occasional travel of less than 20% may be required.
Conditions of Employment Requires signed Privileged Access Agreement. May be required to work overtime during emergency situations. Must be able to work varied work schedules to include evenings, weekends, and holidays. Schedule should be adjusted to avoid overtime when possible. This is a Non-Critical Sensitive Position that requires the occupant to be able to obtain and maintain a Secret Security Clearance. Must meet Department of Defense (DoD) Directive 8140.1 and SECNAV M-5239.2 Cybersecurity Workforce Requirements for Specialty Area 41, Early/Apprentice.
Skill in supporting Windows 7 and 10 as well as Mac OSX 10.9 and above in a heterogeneous environment. Knowledge of computer servers and workstations, as well as printers, fax, copy machines and phone systems. Ability to take direction well and request assistance when needed. Ability to evaluate issues and use discretion in recognizing priority issues and escalate accordingly. Ability to apply customer support principles, in order to appropriately receive, respond to, and resolve help desk calls. Ability to maintain strict confidentiality standards and successfully pass a background check to maintain a position of trust. Ability to communicate effectively both orally and in writing.
One year of specialized experience (e.g. IT related, POS/Business System Implementation, support experience, technical experience supporting windows desktops and servers) working in The IT field.
AND one of the following Qualifications
4 year degree from accredited university in Computer Applications, Computer Engineering, Computer
Forensics, Computer Information Systems, Cyber Security, Information Technology, Software
Development or other related field.
Training in one of the following topics CIN A-531-0767 Tactical Computers and Network Operator, CIN J-3B-0440 IP Basic, CYBR 1005 Security Essentials, NEC 737A Naval Tactical Command Support System II Manager, NEC 745A Information Systems Technician, or other related training.
CompTIA A+ ce, CompTIA Network+ ce, Systems Security Certified Practitioner
(SSCP), or other related certifications.
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 http://www.opm.gov/qualifications and http://www.ed.gov/admins/finaid/accred/index.html
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Computer Assistant Sasebo Commander, Navy Installations Sasebo