This position is in the Tucson Area Office located in Tucson, AZ, and reports directly to the Supervisory IT Specialist. Incumbent is responsible for providing technical support and problem resolution assistance to the Tucson Area Office and assisting with telecommunication, hardware, server support, services, and consultation to IHS, Tribal, and Urban health facilities.

Duties

Serves as point of contact for resolving customer questions or problems concerning Information Technology (IT) automation systems, software and hardware problems, telecommunication troubles, and work order entry and assignments. Assists users in resolving technical computer problems and malfunctions. Identifies users, locations, equipment, and software. Determines the exact nature of the problem (e.g., routine, non-routine, user error, faulty data tines, equipment malfunctions, software malfunctions, etc.); provides users with solutions to problems; and resolves (e.g., by replacing parts for monitors, printers, memory chips, etc., sending out for repair, reinstalling software or modifying flies/configuration). Provides technical support to users for computer software; Installs new software, versions, and updates; adapts, configures, and tests computer software, hardware, and user systems for effective Integration of software systems. Instruct users on properly using software systems to improve the usage of microcomputers. Performs as Customer Support and Information Security specialist for the Tucson Area. **This position is being announced concurrently under Excepted Service Examining Plan/Merit Promotion Plan (ESEP/MPP) procedures. Please review vacancy announcement number IHS-24-PX-12276072-ESEP/MP; for eligibility requirements. NOTE: Applicants must apply separately for each announcement in order to be considered.**

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. Basic 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 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. and 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. In addition to the Basic Requirements, you must also meet the Minimum Qualifications stated below. MINIMUM QUALIFICATIONS: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: Providing technical computer administrative support, and active directory support. Resetting user passwords, and assisting with printer management. Operating standard commands for remote Windows workstations. Entering basic Windows commands to initiate and stop processing. Providing automated and in person systems troubleshooting to all staff. Maintaining inventory of software, equipment and performance. Communicating changes to the Supervisor. Maintaining file systems for security policies, and procedures. Documenting system failures, and equipment problems. Images and deploys desktop computers and laptops. Provides IT training to customers. OR 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. 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 Tucson Area Indian Health Service 7900 S J Stock Road Tucson, AZ 85746-7012 US
• Name: Chelsea Banteah
• Email: [email protected]