About the Position: The position is located in the Director for Administration, Department of Information Management (IM)/Information Technology, Customer Support IM/IT in Fort Belvoir, Virginia. Work is primarily sedentary, although there may be some carrying of books, manuals, files, and equipment. The incumbent must travel between offices and buildings within the area. A candidate must be able to carry up to 50 lbs of IT gear to support all facilities. This is a Direct Hire Solicitation

Duties

Provide customer support services for Information Technology (IT) equipment, software, systems, interfaces, and networks. Analyzes and diagnoses difficult and complex problems reported by IT users within the medical treatment facility. Develop plans for installing, configuring, troubleshooting, and maintaining user IT equipment and software. Coordination of all Office renovations affecting IT equipment to ensure all needed communications are available, and coordinates with senior Filed Office management areas to ensure that information technology services meet program requirements. Provide consultation on all aspects of the Information Technology (IT) program. Recommends courses of action, modifies and adapts precedent solutions to accommodate unique requirements to solve a variety of computer program problems. Resolves problems and conflicts when procured items do not meet with prescribed specifications. Evaluates alternative approaches to problem resolutions.

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 Tier 3 security investigation or access for the duration of employment. A background investigation and credit check are required.
• This position requires the incumbent to have tuberculosis testing.
• Must be able to obtain and maintain Information Assurance Technical level II certification within 6 months of hire.
• This position may require occasional travel, work other than normal duty hours (i.e. evenings, weekends, holidays, and overtime), and maintain an on-call status for emergency basis.
• This position requires the completion of a pre-employment Physical Examination and an annual examination thereafter to ensure the continued, required level of physical health and ability or fitness to perform the duties of the position.

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. In order to qualify, you must meet the 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 Specialist (Customer Support): Specialized and Other Experience: One year of specialized experience which includes assisting with the development of IT-related policies and procedures; analyzing data to identify trends in Information Technology (IT); and providing technical customer support with IT issues, such as computer hardware, software, and/or systems.This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11). 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 thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed 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 routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation. (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: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information. (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: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate. Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted

Education

This job does not have an education qualification requirement.

Contacts

• Address JT-DHA-DDAAFG DHA NCR MKT-FT BELVOIR COMM HOS DO NOT MAIL Fort Belvoir, VA 22060 US
• Name: Army Applicant Help Desk
• Email: [email protected]