This position is located with the Branch of Information Technology at the Gallup Indian Medical Center in Gallup, NM. The primary purpose of this position is to serve as a Customer Support services, including installations, configuration, troubleshooting, customer assistance, and/or training in response to customer requirements.

Duties

Troubleshoots voice and data hardware for Resource Patient Management System (RPMS), Microsoft Windows Active Directory, and telecommunication problems evaluation input/output to determine whether problems are hardware or user generated. Diagnosing and resolving problems in response to customer reported incidents; researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements. Provides one-on-one training to user if the problem is determined to be user-generated problem or placing a service call if the determined problem cannot be fixed on site, also includes use and maintenance of related software and patches, operating systems, and programming and their peripherals. Developing and maintaining problem tracking and resolution databases; installing, configuring, troubleshooting, and maintaining customer hardware, software and their peripherals; developing and managing customer service performance requirements; developing customer support policies, procedures, and standards. Assists microcomputer, RPMS, Active directory and Telecommunication users in new software loads or versions upgrades. Performs small selected software and hardware projects when cost effective to the government to assure effective and efficient processing for microcomputer users.

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. Individual Occupational 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 a GS-07: 1 full year of graduate level education -or- superior academic achievement. For a 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 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 GS-5 through GS-15 (or equivalent): 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. In addition to the Occupational Requirements, you must also meet the Minimum Qualifications stated below. MINIMUM QUALIFICATIONS: GS-07: 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: Assists users in resolving basic computer problems and malfunctions; plans, organizes, builds, and distributes personal computers and laptops; provides technical support to users for computer software; installs new software, versions, and updates; adapts, configures and test computer software. 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: Provide technical support and problem resolution to a full range of customer information technology (IT) problems, and assistance with life cycle management of IT hardware and software applications. 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 https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Gallup Service Unit 516 E Nizhoni Blvd P O Box 1337 Gallup, NM 87301 US
• Name: Navajo Area IHS Human Resources
• Email: [email protected]