About the Position: The incumbent will serve as an Information Technology Specialist (Customer Support) who provides technical assistance to automated data systems users within the organization located at the US Army Medical Command, Deputy CDR for Administration, Information Management Division, Fort Moore, Georgia. Fort Moore's MEDDAC, a major subordinate command of the U.S. Army Medical Command, furnishes medical care to an eligible patient population in excess of 72,000 beneficiaries.

Duties

Install, set up, upgrade, configure and troubleshoot various types of microcomputer systems with interfaces to diverse medical computer platforms, and peripherals to be used via the Local Area Network (LAN) wireless, remote or direct connection. Load, install and configure various software packages and applications, providing informal training such as Dragon Speak, Asutype, Adobe Products, VPN, DMLSS, DOERHS, AudBase, AutoCAD, QFLOW, Unity etc., using manual and automated methods and tools. Replace faulty computer parts with on hand supplies. Identifies and reports to branch chief, ADP equipment that should be replaced due to damage, or to meet security standards and/or lifecycle requirements. Serve as the first line of direct automation support, receive, respond to and resolve tickets in a timely manner, via the approved automated ticketing system, Service Now, Remedy Ticket Request System through the DHA Global Service Center (GSC). Provide excellent Customer Service. Resolves tickets in a professional manner, annotating ticket notes sections with user communication and actions taken to resolve issues. Provides advice that is timely, responsive and accurate. Provide technical assistance to functional users including those at remote sites, regarding equipment operation and maintenance to resolve issues, minimize operational disruptions and maintain user productivity. Serve as customer advocate for the Customer Support Branch answering inquiries on a wide variety of topics in reference to IT support and request procedures, hardware and software problems. Provide hands-on and verbal assistance in performing technical and user Self-Help tasks such as the loading of software, disk maintenance procedures, data management, and the configuration of hardware and/or software. Contribute creative ideas and actively participates in team meetings, providing technical input, resulting in added value to the team's projects, products and services. Use analytical techniques to test and analyze computer equipment malfunctions and/or software errors. Demonstrate an overall knowledge of prevailing IT issues in the environment and is able to independently resolve most common customer issues. Initiate diagnostics and use advanced diagnostics utilities to recover lost files, folders, disks and memory problems.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Required to complete the baseline and computing environment training and certification/recertification for this position.
• Position has been designated ?Mission Essential?. In the event of severe weather conditions or other such emergency type situations (natural or man-made disaster) the incumbent is required to report to work or remain at work as scheduled.
• Required to lift up to 30 lbs. in the regular performance of duties.
• Required to complete a pre-employment Physical Examination and an annual examination thereafter to ensure the continued, required level of physical health.

Qualifications

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. Current Civilian Employees of the Defense Health Agency (DHA)Current Permanent Department of Defense (DoD) Civilian EmployeeDomestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel WorkforceInteragency Career Transition Assistance PlanLand Management Workforce Flexibility ActMilitary Spouses, under Executive Order (E.O.) 13473Non-Appropriated Fund Instrumentality (NAFI)Non-Department of Defense (DoD) TransferOffice of Personnel Management (OPM) Interchange Agreement EligiblePriority Placement Program, DoD Military Spouse Preference (MSP) EligibleReinstatementVeterans Employment Opportunity Act (VEOA) of 1998 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. Basic Requirement for Information Technology (IT) Specialist (Customer Support):Specialized and Other Experience: One year of specialized experience which consists of performing technical assistance to automated data system users which involve utilizing computer hardware and software, equipment operation and/or maintenance. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07). 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 such a 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, two full years of graduate education from an accredited or pre-accredited institution 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. You will be evaluated on the basis of your level of competency in the following areas: Attention to DetailCustomer ServiceOral CommunicationProblem Solving Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-07).

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-DD83CN DHA SW GEORGIA MKT-MARTIN ACH DO NOT USE Fort Moore, GA 31905 US
• Name: Army Applicant Help Desk