About the Position: Serve is a IT Specialist (CUSTSPT) with the Department of Defense, Defense Health Agency (DHA) at the Army Community Hospital Evans, Directorate of Resource Management - Information Management located on Fort Carson, Colorado Springs, CO. ******This position is term appointment NTE 2 years. Term appointments may be extended up to a maximum of six years.

Duties

Serve as a first level of response and analysis for clinical and administrative IT work tickets. Work with Active Directory to create, maintain, and assign user and systems accounts, roles, and access. Administer end user devices (EUD's), assists with deployment of applications and their upgrades. Diagnose and resolve problems in response to customer reported incidents. Provide technical support to junior customer support technicians as well as customers who need advice, assistance, and training in applying hardware and software systems. Troubleshoot hardware and software on various workstations and laptops assisting more experienced specialist in solving very complex problems.

Requirements

• Employee must obtain appropriate computing environment (CE) certification IAW DoD 8570.01-M within the first six months of employment and obtain recertification as required or be subject to termination.
• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation. This position requires a SECRET National Agency Check w/ Inquiries (ANACI) background check.
• Selectees will be required to sign a statement (Condition of Employment) consenting to seasonal influenza vaccinations or must provide a recognized exemption.
• All employees assigned to a Medical Treatment Facility are required to be screen for applicable immunizations regardless of series, based on occupational risk, and are subject to missing/required immunizations IAW AR 40-562, Chapters 3, 4.
• CompTIA Security+ Certification is required within 6 months of hiring employment date.
• Trained and certified to handle Health Insurance Portability and Accountability Act (HIPAA), Private Health Information (PHI), and Personally Identifiable Information (PII).
• Employee must be able to obtain and maintain certifications IAW DOD Directive 8570.01-M, dated 19 December 2005 (incorporating Change 3, January 24, 2012).
• Position is designated as Inclement Weather Essential. The incumbent must make every attempt to report for work on time and/or remain on duty during severe weather conditions.

Qualifications

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. 30 Percent or More Disabled VeteransCurrent Civilian Employees of the Defense Health Agency (DHA)Current Permanent Department of Defense (DoD) Civilian EmployeeDomestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel WorkforceInteragency Career Transition Assistance PlanLand Management Workforce Flexibility ActMilitary Spouses, under Executive Order (E.O.) 13473Non-Appropriated Fund Instrumentality (NAFI)Non-Department of Defense (DoD) TransferOffice of Personnel Management (OPM) Interchange Agreement EligiblePeople with Disabilities, Schedule APriority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician EligiblePriority Placement Program, DoD Military Spouse Preference (MSP) EligiblePriority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability RetirementPriority Placement Program, DoD Retained Grade Preference EligibleReinstatementVeterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the 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. Specialized Experience: One year of specialized experience which demonstrates experience in providing IT software desk top customer support to network users; Identifying and resolving computer equipment problems by troubleshooting systems; Performs system administration duties such as installing, configuring, hardware and software in local network. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07). 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 work independently that rarely requires editing or review 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 simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise. (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: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions. (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: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate. OR Education: 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 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. OR Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond the second year (total graduate semester hours minus 36) by 18. Add the two percentages. You will be evaluated on the basis of your level of competency in the following areas: Computer Network DefenseComputer SkillsInformation Technology Customer SupportProblem Solving Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-07).

Education

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications.

Contacts

• Address JT-DHA-DD83CJ DHA CO SPRINGS MKT-EVANS ACH DO NOT MAIL Fort Carson, CO 80913 US
• Name: Army Applicant Help Desk