The position is located in the Information Technology Department at Fort Yuma Service Unit in Winterhaven, CA. Incumbent's work involves the planning and delivery of IT Customer support services, providing Point of Care Customer Service, and resolving customer related technical software and hardware problems in accordance with established policies and procedure. This position reports to the Supervisory IT Specialist.

Duties

Provide customer assistance and training for all IT Systems and applications utilized by the service unit. Troubleshoot and provide solutions to customer requests for assistance in resolving complex hardware and software problems. Identify and analyze problematic software and hardware trends that may require in-depth inquiry; research for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem. Utilize a helpdesk software solution to manage the complete lifecycle of helpdesk tickets, reports all pertinent information from the onset of a problem through its resolution, run reports and follow up with specialists on open tickets. Install and maintain information technology equipment, network devices, and cables as required to connect computers and telephones to the local area network. Provides technical assistance to ensure information technology systems have minimal disruption.

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. This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Specialized Experience. 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-7: 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: planning and delivery of IT Customer support services; providing Point of Care Customer Service, resolving customer related technical software and hardware problems in accordance with established policies and procedure; assists users in resolving technical computer problems and malfunctions; plans, organizes, builds, and distributes PC's and laptops; Provides technical support to users for computer software; installs new software, versions, and updates; adapts, configures and test computer software; OR Education: 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 Superior Academic Achievement: 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) GS-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: Prepares and disseminates information, makes recommendations on the potential use of new developments in IT; instructs users on proper use of software systems to improve usage of microcomputers; determine the exact nature of the problem and provides users with solutions; Install or repair network cables, including fiber optic cables; provides customer assistance and training for all IT Systems and applications utilized; Ensure proper security measures on information systems through the use of appropriate guidelines, procedures, security tools, and user training; OR Education: 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). 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 Fort Yuma Service Unit 401 E. Picacho Road Winterhaven, CA 92283 US
• Name: Phoenix Area IHS Human Resources
• Email: [email protected]