About the Position: This position falls under the Defense Health Agency (DHA) Tidewater Market serving the Army Health Center - McDonald in Fort Esutis, Virginia. This is a Direct Hire Solicitation

Duties

Installs, configures, upgrades, sets up, and troubleshoots all hardware and software components, ensuring compatibility with existing systems and other system interfaces, and testing for system malfunctions. Installs, upgrades, configures, and tests off-the-shelf, locally developed, and agency provided computer software. Receives, responds to, and ensures resolution of all types of help center calls. Answers phone and in-person inquiries from a wide variety of medical center personnel. Resolves problems to the extent possible before referring more difficult problems to appropriate levels.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• A Personnel Security Investigation is required.
• 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.
• This position has a mandatory seasonal influenza vaccination requirement and is therefore subject to annual seasonal influenza vaccinations.
• A pre-placement medical examination is required.
• Moderate to heavy lifting up to 40 pounds is required
• This position may require the incumbent to work during irregular work hours which may include evenings, weekends, holidays, and/or varying work schedules.
• This position may have a Temporary Duty (TDY) or occasional business travel requirement.
• 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.
• Position requires a CompTIA "Security+" Certification or higher
• Position requires as Information Assurance Technician Certificate at level II (IAT-II)
• Must possess a valid motor vehicle driver's license.

Qualifications

Who May Apply: US Citizens In order to qualify, you must meet the Education and / or 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. GS 09 Specialized Experience: One year of specialized experience equivalent to a GS-07 in Federal Service. which includes; tracking, monitoring and resolving customer support network issues; troubleshooting and resolving network problems using a variety of automation techniques and methods to include IT resources, automated systems, equipment and software; maintaining network operations' creating and routing trouble tickets; researching and analyzing IT problems; and providing informal training to customers. 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 Substitution: 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. Degree must be 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. (Note: You must attach a copy of your transcripts). 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. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address JT-DHA-DD83CQ DHA TIDEWATER MKT-MCDONALD AHC DO NOT MAIL Fort Eustis, VA 23604 US
• Name: Army Applicant Help Desk