The position is in the Administrative Department of the Owyhee Service Unit located in Elko, Nevada. Incumbent's work involves the planning and delivery of IT Customer support services. The primary duties and responsibilities include providing Point of Care Customer Service, resolving customer related technical software and hardware problems in accordance with established policies and procedure to the Phoenix Area Federal, Tribal and Urban health facilities.

Duties

Incumbent provides customer assistance and training for all IT Systems and applications utilized throughout Phoenix Area Office (PAO). Customer requests for assistance may be submitted via ServiceNow ticket system, telephone, e-mail, or in person. Incumbent will troubleshoot and provide solutions to customer requests for assistance in resolving complex hardware and software problems, occasionally escalating issues to a higher graded specialist or supervisor. Incumbent is thorough when performing work and conscientious about attention to detail. Supported hardware includes but is not limited to laptops, desktops, servers, printers, and phones. Supported system types include but are not limited to Resource and Patient Management System (RPMS), United Financial Management System (UFMS), the Windows operating system, and Microsoft Office products. Incumbent shares responsibilities for the maintenance of location telecommunication network (VoIP), including installation, maintenance, and troubleshooting of system.

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. BASIC REQUIREMENT(S):Individual Occupational Requirements NOTE: When this qualification standard is used, agencies must have documentation based on a job analysis to substantiate that the position requires IT-related education and/or IT-related experience upon entry. 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 of adaptation of applications, systems or networks. MINIMUM QUALIFICATIONS, GS-2210-07:Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the GS-05 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: Examples include: 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. OR Successfully completed (1) year of graduate education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics operations research, statistics, or technology management 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. (Must submit copy of transcripts); OR Successfully completed a Bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management with one of the following: I graduated with at least an overall GPA of 2.95, or I graduated with at least a 3.45 GPA in my major or during the last two years of college; or I graduated in the top third of my class; or I have been a member of a national scholastic honor society recognized by the Association of College Honor Societies. (Must submit copy of transcripts); OR Possess a combination of specialized experience and graduate education that meets 100% of the qualification requirements for this position (Must submit copy of transcripts). MINIMUM QUALIFICATIONS, GS-2210-09: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the GS-07 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: Examples include: 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. OR Successfully completed (2) years of graduate education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics operations research, statistics, or technology management 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. (Must submit copy of transcripts); OR Successfully completed a master's or equivalent degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, and mathematics, operations research, statistics, or technology management. (Must submit copy of transcripts); OR Possess a combination of education and experience that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100 percent to qualify for this GS-09 grade level (Must submit copy of transcripts). 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 Owyhee Service Unit 515 Shoshone Circle Elko, NV 89801 US
• Name: Phoenix Area IHS Human Resources
• Email: [email protected]