About the Position: This position is a IT Specialist (Customer Service) position at Fort Drum, NY. This is a Direct Hire Solicitation. Salary negotiation available for those new to Federal Employment.

Duties

Provide Information Technology (IT) support to the Medical Department Activity. Provide customer support for mid-tier, client/server, software, messaging, and personal computer systems. Provide help desk, fault analysis, complex problem resolution, software/hardware asset management, software distribution, communications support and user training. Diagnose and resolve problems in response to customer reported incidents. Train customers and less experienced customer support employees in the use of systems and applications supported by the customer support organizations.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Incumbent must be able to obtain and maintain updated certifications per DoD directive 8570.1-M, AR 25-2, and as detailed in the Information Assurance (IA) training and certification best business practice within 6 months of entering on duty.
• In performing duties, overtime and shift work may be required on short notice to include nights, holidays, and weekends in support of related mission requirements.
• Subject to call back for overtime after duty hours with a requirement to report within 2 hours of notification.
• A valid state driver’s license must be obtained/maintained prior to start date.
• A government driver’s license must be obtained within 6 months of start date. This is required for incumbent to operate government vehicles is required.
• This position my require 10% travel around or away from duty station.
• Heavy lifting (up to 50 lbs) required.
• Pre-employment and annual physical is required.

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. Specialized and Other Experience: One year of specialized experience which includes diagnosing and/or resolving customer reported Information Technology (IT) related incidents; maintaining and updating records of software and hardware inventory; coordinating replacement/repair of all IT equipment and referring more complex problems to senior staff and/or system administration personnel for resolution. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address JT-DHA-DD83CS DHA STAND-ALONE MKT-GUTHRIE AHC DO NOT USE Fort Drum, NY 13602 US
• Name: Army Applicant Help Desk