About the Position: The person in this position will provide Tier I/II help desk support for Irwin Army Community Hospital and all outlying clinics. The purpose of this position is to perform computer support services and serve as an in-house customer advocate who utilizes knowledge of computer hardware and software to assist customers, track problems and may require coordinating resolutions with other technical experts. This is a Direct Hire Solicitation

Duties

Troubleshoot computer problems determining the nature of customer's problems. Install, sets up, upgrade, configure and/or troubleshoot various types of microcomputer systems with diverse computer platforms. Provide support requiring the technician to load/unload equipment. Drive to remote sites when troubleshooting, upgrading, and setting up all types of microcomputer devices. Prepare hand receipt forms according to established requirements. Provide assistance to personnel on use of video, CDs, courseware, user guides, bulletin boards and industry points of contact. Train customers and less experienced customer support employees in the use of systems and applications supported by the customer support organizations.

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 Secret security clearance or access for the duration of employment.
• Due to the nature of this position, employees may be required to work both planned and unscheduled overtime.
• This position may require the incumbent to work on an intermittent or unscheduled, on-call basis.
• This position may require shift work to provide coverage on evenings, weekends, holidays, or special situations.
• This position is subject to screening and update of required immunizations unless exempted for medical or administrative reasons.
• Incumbent (or Selectee) is required to be certified as outlined in DoD Publication 8570.01-M Information Assurance Workforce Improvement Program. This position is at the IAT-I level.

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. Basic Requirement for the Information Technology Specialist (Customer Support): Specialized Experience: One year of specialized experience which includes troubleshooting a variety of computer hardware/software and/or operating systems; resolving hardware/software problems; utilizing a computer to help identify defective components/part(s); and/or providing guidance or training to customers to prevent recurrence of problems or use of new hardware and/or software. This definition of specialized experience is typical of work performed at the next 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: A Master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a Master's degree or equivalent graduate degree 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. (NOTE: You must attach a copy of your transcripts) OR Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage, divide your total 18 months of qualifying experience by 12. Then divide your semester hours of graduate by 18. Add the two percentages. The total percentage must equal at least 100 percent to qualify. (Note: You must attach a copy of your transcripts.)

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-DD83CK DHA STAND-ALONE MKT-IRWIN ACH DO NOT USE Fort Riley, KS 66442 US
• Name: Army Applicant Help Desk