This position is responsible for providing customer support to users of supported information management systems. The incumbent serves as a primary point of contact for problem resolution or direct inquiries. This position reports to the Director of the Office of Information Technology and Telecommunications.

Duties

Serves as a technical specialist on all automated systems. Provides solutions to customer requests for assistance by resolving hardware and software problems. Interacts with users to ensure proper operation of computer systems, hardware and software. Installs and maintains hardware devices supporting a broad range of information systems employing multiple network and local operating systems and client server software. Installs and configures workstation or network operating systems, and applications software on a wide range of configurable information systems devices.

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. If you are using education to meet all or part of the qualification requirements, you MUST submit a copy of your transcripts or an itemized list of college courses which includes equivalent information from the transcript (course title, semester/quarter hours, and grade/degree earned) in your resume. BASIC REQUIREMENT(S): This standard allows eligibility through meeting either the requirements specified in the section titled Education, or the requirements specified in the section titled Experience. Experience: Experience must be information technology (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 grade levels your resume must reflect IT-related experience demonstrating the following four competencies listed below. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (this 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. Specific definitions of each competency for each grade level is listed below. FOR THE GS-05: Your resume must demonstrate one year of IT related experience obtained in either the private or public sector performing the following type of work and/or tasks: Basic knowledge of IT processing functions to understand the stages to automate a work process. Working with clients and customers to assess and/or address their needs and provide information or assistance relative to the products or services; communicate effectively both orally and in writing; and identify and resolve problems, determine relevant information, demonstrate using sound judgment, and making recommendations. FOR THE GS-07: Your resume must demonstrate that you have at least one year of specialized experience equivalent to the GS-05 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: Maintains currency with the latest versions of the applications or systems being supported, responds to customer help requests, resolves IT-related problems or refers more complex problems to more experienced specialists, orally communicates factual and procedural information clearly. FOR THE GS-09: Your resume must demonstrate that you have at least one year of specialized experience equivalent to the GS-07 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: Planning and delivering customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements; troubleshooting, recovering, adjusting, modifying, and improving IT systems in order to provide advice and assistance to customers. Applicants may substitute education for experience in the following situations: Education: All academic degrees and coursework must be from accredited or pre-accredited institutions. Transcripts must be submitted with your application. Undergraduate or Graduate Education: All education and degrees must be in one of the following fields - 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. FOR THE GS-05: Bachelor's degree. FOR THE GS-07: One full year of graduate level education. One year of graduate education is 18 semester hours or 27 quarter hours of graduate education in a graduate program. OR A bachelor's degree with Superior Academic Achievement (S.A.A.) Superior Academic Achievement is based on (1) class standing, (2) grade point average, or (3) honor society membership. For information on S.A.A. go to: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-policies/#url=e4f FOR THE GS-09: Master's degree or equivalent graduate degree. OR Two 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 https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Oklahoma Area Indian Health Service 701 Market Drive Oklahoma City, OK 73114 US
• Name: Kyle Bodine
• Phone: 405-650-2628
• Email: [email protected]