About the Position: Serve is a IT Specialist (CUSTSPT) with the Department of Defense, Defense Health Agency (DHA) at the Army Community Hospital Evans, Directorate of Resource Management - Information Management located on Fort Carson, Colorado Springs, CO.

Duties

Provide business focused Information Technology support to the staff and end user devices (EUDs), computers, monitors and printers, in the Evans Army Community Hospital located at Fort Carson, CO and its supported clinics, buildings, and units. Administer EUDs, helps EUD life cycle replacement and their operating system upgrades, assists with the deployments and their upgrades and provides customer support to IT systems and services. Provide customer support actions in a Department of Defense (DoD) healthcare environment. Serve as a first level of response and analysis for clinical and administrative IT work tickets. Utilize thought and judgment in the application of duties in order to resolve work tickets in an effective and efficient manner. Provide technical support to junior customer support technicians as well as customers who need advice, assistance, and training in applying hardware and software systems.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position is at the IT II Level and IAT II.
• Employee must be able to obtain and maintain certifications IAW DOD Directive 8570.01-M, dated 19 December 2005 (incorporating Change 3, January 24, 2012).
• Baseline certification IAW DoD 8570.01-M is required. Employee must obtain appropriate computing environment certification IAW DoD 8570.01-M within the first six months of employment (Cont'd below)
• and obtain recertification as required or be subject to termination.
• The employee will be required to be trained and certified to work with and handle Health Insurance Portability and Accountability Act (HIPAA), Private Health Information (PHI), and (Cont'd below)
• Personally Identifiable Information (PII). Violations of safe handling of these forms of information can result in severe financial and/or criminal penalties.
• The employee may be required to work overtime. In addition, the employee may be required to work on short notice to include nights, holidays, and weekends in support of related mission requirements.
• The employee maybe required to travel away from the normal duty station on an infrequent basis up to 10% of the time.
• The employee will be required to possess and maintain a valid states drivers license.
• The employee maybe required to drive his/her personally owned vehicle (POV) if a government TMP vehicle is unavailable to support outlying clinics and buildings. If a government TMP vehicle is available, the employee will be required (Cont'd below)
• to acquire and maintain a government TMP drivers license. The employee will be required to maintain a safe driving record while operating a government TMP.
• Telework authorized or may be authorized on a Situational basic.
• This position is identified as Mission Essential which may require the incumbent to work or remain at work during an emergency situation or when inclement weather has curtailed operations.
• Position is designated as Inclement Weather Essential. The incumbent must make every attempt to report for work on time and/or remain on duty during severe weather conditions.
• Must be able to lift up to 20 lbs.
• CompTIA Security+ Certification is required within 6 months of hiring date.

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. 30 Percent or More Disabled VeteransCurrent 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 EligiblePeople with Disabilities, Schedule APriority 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 IT SPECIALIST (CUSTSPT): Specialized and Other Experience: One year of specialized experience which includes working in a Customer IT Work Ticket environment, responding to work tickets that include both clinical and administrative systems, ensuring high up time on all health care information systems, providing helpdesk support related to customer service principles, installed systems, information assurance, methods and procedures for managing, assigning and prioritizing tickets created and placed into a customer support work order queue, performing problem resolution at the Tier 2 level.. 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 includes 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 includes 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 includes 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 includes 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: Computer Network DefenseComputer SkillsCybersecurityInformation Technology Customer Support 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-DD83CJ DHA CO SPRINGS MKT-EVANS ACH DO NOT MAIL Fort Carson, CO 80913 US
• Name: Army Applicant Help Desk