This position is located at the Kayenta Service Unit (KSU), Division of Information Technology, Kayenta, Arizona. The incumbent serves as the End-user Support Desk aka Help Desk. The purpose of this position is to provide direct and verbal support to all branches and functions at the facility. The incumbent reports to the Supervisory IT Specialist.

Duties

Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or result in you losing consideration for the job. The incumbent: Receives, logs, and follows up on all information management technical assistance requests. Logs every help desk call into the automated help desk system. Operates standard IT's of remote workstations attached to networked IT systems and servers. Enters basic operator commands to initiate/stop processing. Monitors systems status responding to system messages relative to job processing. Provides RPMS (clinical repository) IT administrative support including resetting passwords, releasing users, terminating user RPMS tasks. Provides automated systems troubleshooting to all staff. Troubleshoots and documents system failures and equipment problems. Within available guidelines, initiates appropriate corrective action to maintain production schedules. Refers to supervisor or higher grade operator any system failures and equipment problems that do not respond to standardized corrective procedures. Installs and maintains standardized software packages on all personal computers including installation of service packs and patches. Periodically tracks and schedules hardware preventive maintenance. Work includes but is not limited to cleaning printer rollers, and cleaning devices prone to collect dust, lint or other particles. Inventories program and equipment performance information for use by systems analyst and programmers. Prepares system logs and other records of IT operations including documentation of equipment operation problems, system malfunctions, system status, etc., and any corrective action taken. Provides centralized typing/document preparation support using a combination of networked databases and word processors, spreadsheets, electronic mail, and graphics packages. Assist with meetings to include meeting minutes. Will provide coverage for operator, on as needed basis. Enters data into appropriate database (i.e., Access, Cache, etc.). Produces initial analysis, cross tabs and trending reports of ongoing customer survey/satisfaction measurements and workload reports. Performs customer service and customer satisfaction measurements on a regular basis. Develops, tests and administers questionnaires and surveys.

Requirements

Qualifications

To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying. 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; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. Individual Occupational Requirements: Education: All academic degrees and coursework must be from accredited or pre-accredited institutions. Undergraduate or Graduate Education: 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 For a GS-05: Bachelors Degree For a GS-07: 1 full year of graduate level education -or- superior academic achievement. For a GS-09: 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 -OR- Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. GS-5 through GS-15 (or equivalent): For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. In addition to the Occupational Requirements, you must also meet the Minimum Qualifications stated below. Specialized Experience for GS-7 ( or equivalent) and Above: Positions at GS-7 ( or equivalent) and above require one year of specialized experience at the next lower GS-grade (or equivalent). Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. The employing agency is responsible for defining the specialized experience based on the requirements of the position being filled. GS-07: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the next lower grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: Assists users in resolving basic computer problems and malfunctions; plans, organizes, builds, and distributes personal computers and laptops; provides technical support to users for computer software; installs new software, versions, and updates; adapts, configures and test computer software. GS-09: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the next lower grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks:Prepares and disseminates information, makes recommendations on the potential use of new developments in IT; instructs users on proper use of software systems to improve usage of microcomputers; determine the exact nature of the problem and provides users with solutions; Install or repair network cables, including fiber optic cables; provides customer assistance and training for all IT Systems and applications utilized; Ensure proper security measures on information systems through the use of appropriate guidelines, procedures, security tools, and user training. Time In Grade Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP). You must meet all qualification requirements within 30 days of the closing date of the announcement.

Education

This position has an education requirement. You are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed, and grades. Unofficial transcripts will be accepted in the application package. Official transcripts will be required from all selectees prior to receiving an official offer.

Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education may be credited. Applicants can verify accreditation at the following website: https://www.ed.gov/accreditation.

If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Kayenta Service Unit PO Box 368 Kayenta, AZ 86033 US
• Name: Dori Sombrero
• Phone: 928-697-4387 X54387
• Email: [email protected]