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Are you looking for a IT Specialist (Customer Support)? We suggest you consider a direct vacancy at Defense Health Agency in San Antonio. The page displays the terms, salary level, and employer contacts Defense Health Agency person

Job opening: IT Specialist (Customer Support)

Salary: $104 887 - 136 357 per year
Published at: Mar 11 2024
Employment Type: Full-time
This is a Direct Hire Solicitation. This positions is located in San Antonio, TX. About the Position: The incumbent serves as an Information Technology (IT) Manager responsible for administration,development, and support of IT systems. Salary negotiation may be available for those candidates who are new to Federal service. Advanced leave accrual may be authorized. Student Loan repayment may be authorized. A recruitment or relocation incentive may be authorized.


Identify and resolve complex healthcare processes and IT issues, elevating advanced items for action outside the scope of network capabilities. Consult end-user incident reporting procedures, major incident management coordination with peer experts. Manage MHS GENESIS local support groups, overseeing local impact notification management. Coordinate and communicate system maintenance, service interruptions, and production environment updates within the Military Health System (MHS). Ensure completion of Health Information (HI) and Electronic Health Record (EHR) project tasks and deliverables, ensuring maintenance of clinical and administrative processes supporting patient care. Communicate new capabilities, system limitations, and evolving requirements to key leadership to ensure efficient operations of health IT systems.


  • This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment. A background investigation and credit check are required.
  • Up to 10% Business Travel required.
  • Position is designated as Mission Essential. The incumbent will be required to report to work during times of contingency operations, natural disasters, extreme weather or other emergency situations.
  • DOD Directive 8570.1 requires that all IT employees have a minimum of one of the following IAT level II certifications: A+, Network+ or Security*** This position is eligible for certification IAW DoD 8570-01-M, 12/19/05.


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 IT Specialist (Customer Support): Specialized and Other Experience: One year of specialized experience which includes: 1) evaluating technical support operations for medical facility systems; 2) ensuring compliance with policies and procedures impacting medical databases and electronic health records; 3) diagnosing medical facility IT issues to identify resolution; AND 4) coordinating system maintenance, system interruptions, and/or production environment updates for medical systems. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12). 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. You will be evaluated on the basis of your level of competency in the following areas:


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.


  • Name: Army Applicant Help Desk


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