About the Position: Serve as an Information Technology Specialist (Customer Support) within the Defense Health Agency (DHA), Small Market and Stand-Alone Organization (SSO), Military Treatment Facility (MTF), West Point, NY. This is a Direct Hire Solicitation

Duties

Work involves the planning and delivery of a full range of information technology customer support services including installation, configuration, troubleshooting, customer assistance, and/or training. Provides help desk, fault analysis, complex problem resolution, software/hardware asset management, software distribution, communications support and user training. Analyzes computer systems when problems occur in order to determine the best procedure to follow to restore operational status and to determine which configuration changes may be needed to prevent recurrence. Ensures communication links between mid-tier, client/server and mainframe computers are operational. Adds and deletes users from computer systems and transfers user profiles from one system to another. Installs, configures, upgrades, sets up and troubleshoots all hardware and software components, ensuring compatibility with existing systems and other system interfaces, and testing for system malfunctions.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Tier 3 security investigation or access for the duration of employment. A background investigation and credit check are required.
• Position is designated as weather essential.
• This position may require the incumbent to work on any day or shift, including PMs, nights, weekends, holidays, or on an "on call" basis, necessary to meet mission requirements.
• Must possess an IAT-I certification within this functional area or be able to obtain within 6 months of entry into position as required by Department of Defense Directive 8570.01, signed in August of 2004.
• Must obtain appropriate Computing Environment (CE) certifications as required by Department of Defense Directive 8570.01, signed in August of 2004.
• Must obtain CompTIA Security Plus (SEC+) Certification within 6 months of entry into position.

Qualifications

Who May Apply: US Citizens In order to qualify, you must meet the education and/or experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document. Specialized Experience: One year of specialized experience equivalent to the GS-07 grade level in the Federal service which includes providing server management and configuration; managing the active directory; and performing systems administration and troubleshooting. The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing work independently that rarely requires editing or review by others. (2) Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise. (3) Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Examples of IT-related experience demonstrating this competency include: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions. (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate. OR Education: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems, or networks.

Education

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address JT-DHA-DD83CL DHA STAND-ALONE MKT-KELLER ACH DO NOT USE West Point, NY 10996 US
• Name: Army Applicant Help Desk