About the Position: This position is with the Defense Health Agency, Naval Hospital, Directorate of Resource Management, Information Management, Agana Heights, Guam. Incumbent performs duties necessary to accomplish information technology management functions in support of command, communications, hardware and software programs essential to command daily operations and mission. This is a Direct Hire Solicitation

Duties

Provide customer support to users of supported information management systems. Responsible for assisting customers with the resolution of problems encountered. Provide help desk services to customers by serving as a primary point of contact for problem resolution or direct inquiries. Identify the nature of customer problems, to include loss of service, impact to the customer and the customer’s expectations/needs for a resolution.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• 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.
• This position is subject to screening and update of required immunizations unless exempted for medical or administrative reasons in accordance with Army Regulation 40-562, Chapters 3 and 4.
• Must be able to obtain and maintain Information Assurance Training (IAT) Level I certification by completing one of the commercial certifications as outlined in DODM 8140.03 within six (6) months of employment.
• Incumbent must be able to lift up to 30 pounds.
• You will be required to provide proof of U.S. Citizenship.
• Appointment to this position is subject to a one year probationary period unless the appointee has previously met the requirements as described in 5 CFR Part 315.
• Male applicants born after December 31, 1959 must complete a Pre-Employment Certification Statement for Selective Service Registration.
• Employees assigned to a medical treatment facility are required to be screened for applicable immunizations or pre-existing immunity based on occupational risk, regardless of job series.
• Required to be screened for and obtain necessary immunizations/vaccinations (hepatitis, influenza, etc.), unless exempted by a licensed physician.

Qualifications

Who May Apply: US Citizens In order to qualify, you must meet the education 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. Basic Requirement for IT Specialist (Customer Support): Specialized and Other Experience: One year of specialized experience which includes diagnosing complex computer hardware or software issues in response to customer reported incidents, defining alternative system approaches to solve automation problems, and overseeing information assurance requirements to maintain the required level of security compliance for network systems. 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 or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, two full years of graduate education from an accredited or pre-accredited institution 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.

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-DD83FJ DHA INDO PACIFIC MKT-GUAM DO NOT MAIL Agana Heights, GU 96910 US
• Name: Army Applicant Help Desk