Information Technology Specialist (Customer Support)

• Serve as primary point of contact for resolving customer questions concerning information technology automation systems, hardware, software, password and access issues, telecommunications malfunctions, and service requests or incident tickets.
• Coordinate resolution actions such as replacing authorized parts on desktop computers, repairing printers, imaging and reimaging computer systems, and software replacement.
• Utilize remote-administration software tools to assist customers remotely.
• Support lifecycle replacement of information technology assets by provisioning replacement assets and processing end-of-life assets for property turn-in.
• Perform hands-on hardware support requiring the incumbent to lift, carry, position, disconnect, reconnect, and transport individual desktop and/or notebook computers, monitors, and printers.
• Provide software and hardware asset management, software distribution, communications support, and user training., Work site options Telework eligible No Remote job No Relocation expenses reimbursed No

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• A Personnel Security Investigation is required.
• 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. A background investigation and credit check are required.
• Incumbent must possess and/or obtain updated certifications per DoD directive 8140.0, AR 25-2, and as detailed in the Information Assurance (IA) training within six months of appointment.
• This position requires the completion of a pre-employment Physical Examination and an annual examination thereafter to ensure the continued, required level of physical health and ability or fitness to perform the duties of the position.
• Lifting up to 44 pounds may be required.
• Position is designated as Inclement Weather Essential. The incumbent must make every attempt to report for work on time and/or remain on duty during severe weather conditions.
• This position has been designated Mission Essential. In the event of severe weather conditions or other such emergency type situations, the incumbent is required to report to work or remain at work as scheduled to support mission operations.
• This position may require the incumbent to work on call during irregular work hours which may include evenings, weekends, holidays, and/or varying work schedules.
• The duties of this position require the incumbent to possess or obtain and maintain a valid state Driver’s License in one of the 50 U.S. states or possessions to operate vehicles., 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.

Basic Requirement for Information Technology Specialist (Customer Support):

Specialized and Other Experience: One year of specialized experience which demonstrates the ability to provide Information Technology 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).

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/., 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.

• 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.
• This position requires a 2 year trail period during which the agency evaluates your fitness and whether your continued employment advances the public interest. In making this determination, the agency may consider your performance and conduct; agency needs and interests; whether your continued employment supports organizational or Government goals; and whether it promotes the efficiency of the Federal service. Continued employment requires written certification that it advances the public interest.
• Direct Deposit of Pay is required.
• Selection is subject to restrictions resulting from Department of War referral system for displaced employees.
• Multiple positions may be filled from this announcement.
• Salary includes applicable locality pay or Local Market Supplement.
• 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.
• Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.
• This position is Term Not to Exceed 13 months with the possibility of annual extensions. It is time limited and may be extended up to a maximum of 8 years.
• Current permanent Federal Employees applying for a term appointment will be converted into a term appointment with no statutory return rights back to a permanent position.
• This position is obligated. An obligated position is one to which an employee has statutory restoration rights based on active military service, compensable injury or disability when fully recovered, or return rights based on having served an overseas tour(s). Obligated positions may also cover employees who have been on extended leave without pay under certain circumstances. The incumbent will be required to sign a memorandum of agreement stating that they accept the terms of an obligated position.

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.

Benefits

Review our benefits, * You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.

• After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
• You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. Your resume selected in USAJOBS will be included, but you must re-select other documents from your USAJOBS account or your application may be incomplete.
• It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.
• Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center.

To verify the status of your application, log into your USAJOBS account (https://www.usajobs.gov/applicant/profile/dashboard/), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://help.usajobs.gov/how-to/application/status., $68,545 - $89,114 per year Pay scale & grade GS 9 Promotion potential None 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 - Up to 5% Business Travel required. Appointment type Term - Not To Exceed 13 months Occupations and job series

• 2210 Information Technology Management

Supervisory status No Federal service type This job is in the Competitive Service Represented by a union No Drug test No Security clearance Secret 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

• Suitability/Fitness

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

About the Position: This position is located at Blanchfield Army Community Hospital, Information Management Division, Fort Campbell, Tennessee. Work hours: 0730-1600.