This position is located at the Kayenta Service Unit (KSU), Division of Information Technology Section, Kayenta, Arizona. The incumbent serves as the End-User Support Desk. The purpose of this position is to provide direct and verbal support to all branches and functions at the facility.

Duties

Incumbent serves as the principal point of contact for all staff requiring installation, maintenance and troubleshooting of IT systems. Incumbent serves and participates proactively with other members of Information Resource Management Department. Incumbent receives, logs, and follows up on all information management technical assistance requests Logs every help desk call into the automated help desk system Provides RPMS (clinical repository) IT administrative support including resetting passwords, releasing users, terminating user RPMS tasks Provides automated systems troubleshooting to all staff. Troubleshoots and documents system failures and equipment problems Installs and maintains standardized software packages on all personal computers including installation of service packs and patches Periodically tracks and schedules hardware preventive maintenance Inventories program and equipment performance information for use by systems analyst and programmers Provides ongoing monitoring of data quality Inventories, maintains, programs and updates telephone directory and telephone system Provides centralized typing/document preparation support using a combination of networked databases and word processors, spreadsheets, electronic mail, and graphics packages

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 REQUIREMENT(S): 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 GS-05: Bachelor's degree For GS-07: 1 full year of graduate level education or superior academic achievement For GS-09: 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. OR 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. AND Specialized Experience: For GS-5: Candidate must have at least 1 full year of IT-related experience equivalent to tasks performed at a GS-4 grade level and/or completion of specific intensive training, e.g., IT certification, which equipped you with the knowledge, skills and abilities to successfully perform the duties of this position (Must provide copy of certificate). Example includes: Basic knowledge of computer and printer setup, configuration and preventative maintenance understanding of LAN/WAN and network equipment and configurations; knowledge of a variety of operating systems (ex. Windows 7, Windows 10, Unix) on desktop and servers; troubleshooting problems and implementing changes on multifaceted and interdependent computer platforms. For GS-7: Candidate must have one year of specialized experience that is equivalent to the GS-5 grade level which equipped you with the particular competencies/knowledge, skills and abilities to successfully perform the duties of this 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. Examples include: Manage the assigned IT/communication environment with privileged access at the network level and coordinate, install, and continuously analyze hardware and software; help desk tracking and asset information is accurate, ensuring organized data closets when adding or removing patch cabling; inventory tracking and customer service, working knowledge of office automation software. For GS-9: Candidate must have one year of specialized experience that is equivalent to the GS-7 grade level which equipped you with the particular competencies/knowledge, skills and abilities to successfully perform the duties of this 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. Examples include: working with Information Technology network systems; installation and maintenance of server and Commercial Off the Shelf software; using performance tuning tools and techniques that are used to optimize systems functionality; working knowledge of the overall architecture of the systems administered. 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). 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 Kayenta Service Unit PO Box 368 Kayenta, AZ 86033 US
• Name: Pauline Begay
• Phone: 928-697-4268
• Email: [email protected]