This position is located in the Information Resource Management department at the Whiteriver Service Unit, Whiteriver, AZ. This position is responsible for identifying and assisting customers with problems encountered to include: loss of service, impact to customer and the customer's expectations/needs for resolution, and provide help desk services and serves as primary point of contact for problem resolution or direct inquiries. This position reports to the Supervisory IT Project Manager.

Duties

This position is being re-advertised to solicit additional applications. Applicants who applied previously need not reapply unless submitting updated and/or missing information. Perform customer service "helpdesk" duties. Provides technical assistance to WRSU users to minimize information technology disruptions. Provides formal or informal training for users in use of computers, software, phone and peripheral Information Technologist (IT) equipment. Test and analyze IT equipment hardware and software malfunctions to resolve problems. Install computer hardware and software. Follow security policies to ensure a secure computing environment. Prepare documentation on hardware, software solutions and workarounds. Receive, respond and ensure resolution of all types of help desk center calls. Communicate issues and outages following established procedures.

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: Information Technology (IT) Management Series - GS-2210 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. Experience: 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. 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. MINIMUM QUALIFICATIONS, GS-2210-05: Completion of a Bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management (Must submit copy of transcripts). OR Completed a Bachelor's degree from an accredited or pre-accredited institution which provided a minimum of 24 semester hours in one or more of the fields identified in A. above and required the development or adaptation of applications, systems or networks (Must submit copy of transcripts).OR Your resume must demonstrate at least (1) year of IT-related experience demonstrating each of the following four competencies: Attention to Detail - work and conscientious about attending to detail. Customer Service - Work 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. MINIMUM QUALIFICATIONS, GS-2210-07: Your resume must demonstrate at least (1) year of full-time specialized experience comparable in difficulty and responsibility to the GS-05 grade level that equipped you with the knowledge, skills and abilities to successfully perform the duties of this position. Examples include: assists users in resolving technical computer problems and malfunctions; plans, organizes, builds, and distributes PC's and laptops; Provides technical support to users for computer software; installs new software, versions, and updates; adapts, configures and test computer software. OR Completed (1) year of graduate education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics operations research, statistics, or technology management or a 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. (Must submit copy of transcripts if using this option to qualify).OR Completed a Bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management with one of the following: Graduated with at least an overall GPA of 2.95, or Graduated with at least a 3.45 GPA in my major or during the last two years of college; Graduated in the top third of my class; or I have been a member of a national scholastic honor society recognized by the Association of College Honor Societies. (Must submit copy of transcripts)., 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).

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 White River Service Unit PO Box 860 White River, AZ 85941 US
• Name: Berlinda Massey
• Phone: (928) 338-4911 X3559
• Email: [email protected]