IT Specialist (Systems Administration/Customer Support)

About the Position: Serve as an Information Technology (IT) Specialist on the Customer Support Team. Perform support duties related to computer networks and client systems., * Provides Tier 1-Tier 3 technical support to end users by diagnosing, troubleshooting, and resolving local IT issues related to hardware, software, and network systems.

• Administer network security, including assigning appropriate user permissions.
• Troubleshoot, investigate, and analyze complex issues involving system software, application interfaces, and IT equipment to isolate causes of malfunctions.
• Establish network access protocols to provide users with local or remote access capabilities.
• Monitor and maintain computer systems, servers, and personal computers.
• Ensure equipment is managed and reported in accordance with regulations and contractual guidelines.
• Provide guidance to junior IT specialists in supporting administrative and clinical systems.
• Assist with the installation of new software, versions, and updates.
• Adapt, configure, and test computer software, hardware, and user systems to ensure effective integration within the Landstuhl Regional Medical Center (LRMC) hub-and-spoke model.
• Apply knowledge of organizational functions to provide IM management and staff training on deployed information systems., * Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position requires you to submit a Public Financial Disclosure Report (OGE 278) or a Confidential Financial Disclosure Report (OGE450) upon entry, and annually thereafter.
• Male applicants born after December 31, 1959 must complete a Pre-Employment Certification Statement for Selective Service Registration.
• You will be required to provide proof of U.S. Citizenship.
• Applicants must comply with the Exceptional Family Member Program requirements as outlined in the DoD Instruction 1315.19.
• Must be able to satisfy the requirements of the 26JUL12 DODI 1400.25 V1230, DoD Civilian Personnel Management System: Employment in Foreign Areas and Employee Return Rights. Visit https://www.esd.whs.mil/DD/DoD-Issuances/140025/.
• Direct deposit of pay is required.
• U.S. citizens overseas under ordinarily resident status are not eligible for appointment under the Status of Forces Agreement.
• One year trial/probationary period may be required.
• This position requires you to be able to obtain and maintain a determination of eligibility for a Secret security clearance of access for the duration of employment which includes a background investigation and credit check.
• This position is identified as Mission Essential which may require you to work or remain at work during an emergency situation or when inclement weather has curtailed operations (e.g., threat to the facility, natural disaster, delayed reporting).
• This position may require employees to be on-call on a rotational basis, responding to emergency calls at times beyond the normal duty day, and may require weekends/holidays.
• This position has a mandatory seasonal influenza vaccination requirement and is therefore subject to annual season influenza vaccinations in accordance with Defense Health Agency Procedural Instruction 6025.34.
• This position is subject to screening and update of required immunizations.
• This position has a requirement to lift up to 45 lbs. in the regular performance of duties.
• This position has a requirement to complete the Security + training within 6 months of assignment to the position as outlined in DoD 8570.01-M.
• This position requires Temporary Duty (TDY) or business travel approximately 10 % of the time away from your permanent duty station
• This position requires a valid, state-issued and USAREUR Driver’s License and must be insurable in order to travel to other locations in the Command’s structure.
• Incumbent must be able to obtain and maintain a Secret security clearance., * If an employee brings a child to an overseas location and that child is entitled to attend a DoD school on a space-required basis in accordance with DoDEA Regulation 1342.13, the DoDEA and the Military Department responsible for providing related services will ensure that the child, if eligible for special education, receives a free appropriate public education, including related services pursuant to DoDI 1342.12 and DoDM 1342.12.
• If an employee brings an infant or toddler (up to 3 years of age) to an overseas location, and that infant or toddler, but for the child’s age, is entitled to attend the DoDEA on a space-required basis in accordance with DoDEA Regulation 1342.13, then the Military Department responsible for EIS will provide the infant or toddler with the required EIS in accordance with the eligibility criteria consistent with DoDI 1342.12 and DoDM 1342.12.
• Employees (and family members) who require medical or dental care in the overseas location will be responsible for obtaining and paying for such care. Access for civilian employees and their families to military medical and dental treatment facilities is on a space-available and reimbursable basis only.
• Pay retention may be offered to selected applicants for positions at overseas locations. Pay retention will not be offered as an incentive for employees moving between overseas positions.
• Selectees may receive certain foreign area benefits such as: Living Quarters Allowance (LQA) or government quarters, home leave, etc. Selectees will have their eligibility for foreign area benefits determined at the time of hire in accordance with Department of State Standardized Regulation (DSSR) and DoDI 1400.25 volume 1250.
• For positions in a foreign country, that country’s laws or international agreements may have a direct impact on the ability of an employee’s same sex domestic partner or spouse to accompany the employee and receive certain benefits. If you believe you may be affected by these laws and agreements, you should familiarize yourself with relevant information and direct questions concerning a specific country (Foreign Duty Location) to the appropriate Human Resources point of contact prior to the acceptance of employment and your entrance on duty.
• The initial length of this overseas tour is 36 months.
• Defense National Relocation Program not be authorized.
• Recruitment or relocation incentives MAY be authorized for highly qualified candidates.
• Multiple positions may be filled from this announcement.
• When you perform a Civilian Permanent Change of Station (PCS) with the government, the Internal Revenue Service (IRS) considers the majority of your entitlements to be taxable. Visit https://www.dfas.mil/civilianemployees/civrelo/Civilian-Moving-Expenses-Tax-Deduction/ for more information.
• Permanent Change of Station (PCS) allowances may be authorized, subject to the provisions of the Joint Travel Regulations and an agency determination that a PCS move is in the Government Interest.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution., Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.

If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position.

Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.

If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.

In order to qualify, you must meet the experience and/or education 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 (Systems Administration/Customer Support) GS-9:

Specialized and Other Experience: One year of specialized experience which demonstrates the ability to provide IT software desktop customer support to network users; identify and resolve computer equipment issues through effective troubleshooting; and perform system administration duties such as installing and configuring hardware and software within a local network environment. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).

OR Education: Master’s degree or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to a master’s degree or equivalent graduate degree 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

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.

Basic Requirement for IT Specialist (Systems Administration/Customer Support) GS-11:

Specialized and Other Experience: One year of specialized experience which includes responding to customers while assisting in the installation of computer systems, performing system maintenance, and monitoring or troubleshooting system availability. This experience includes serving as an Information Technology (IT) Specialist on the customer support team, providing technical support for computer networks and client systems, and applying knowledge of systems administration, maintenance, IT security, configuration management, and minor systems/network management. Responsibilities include resolving local IT issues; creating, administering, and repairing user and group accounts; managing user passwords; coordinating with security and identity and access management personnel on workstation and network security requirements; installing and configuring security patches and software applications; and delivering technical assistance to end users. This work demonstrates Attention to Detail by completing complex technical tasks with minimal revision; Customer Service by assessing needs and resolving routine and non-routine user issues; Oral Communication by clearly conveying moderately complex IT information and actively listening to customer concerns; and Problem Solving by identifying issues, gathering relevant information, evaluating alternatives, and recommending effective solutions while seeking supervisory guidance when appropriate. This definition of specialized experience is typical of work performed at the next lower grade/level position in the Federal Service (GS-09).

OR

Education: Ph.D. or equivalent doctoral degree or 3 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, three 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.

AND

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:

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, 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/., Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education., Position sensitivity and risk Noncritical-Sensitive (NCS)/Moderate Risk Jobs require a background check and some require a security clearance. The type depends on the job. Background check type

• National security

Financial disclosure required No Some jobs require financial disclosure to identify conflicts of interests.

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered., * Most recent Performance Appraisal, if applicable

• This position has an individual occupational requirement and/or allows for substitution of education for experience. If you meet this requirement based on education you MUST submit a copy of your transcript with your application package or you will be rated ineligible. See: Transcripts and Licenses.
• License/Certification: This position requires a job-related license or certification. You MUST submit a copy of your license or certification with your application package or you will be rated ineligible. See: Transcripts and Licenses.

NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person’s personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility., Work site options Telework eligible Yes-Situational telework may be authorized as determined by agency policy (emergent/situational). This is not a remote position. Remote job No Relocation expenses reimbursed Yes-You may qualify for reimbursement of relocation expenses in accordance with agency policy. Salary $68,545 - $97,037 per year Pay scale & grade GS 9 - 11 Promotion potential 11 Learn more about pay scale and grade Pay scale and grade determines the salary of the job. Work schedule Full-time Travel Required Occasional travel - You may be expected to travel for this position.You may be expected to travel 10% for this position. Appointment type Permanent Occupations and job series

• 2210 Information Technology Management