Information Technology (Customer Support)

Full Job Description

About the Position: The position is located in the Information Management Department (IMD) at a DHA Military Treatment Facility (MTF) at Naval Medical Center Camp Lejeune, North Carolina (NMCCL).

This is a Direct Hire Solicitation A recruitment or relocation incentive may be authorized.

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.

Basic Requirement for IT Specialist (Customer Support): Specialized and Other Experience: One year of specialized experience which includes performing computer hardware and software troubleshooting, performing network system security support, and installing network software fixes.

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.

Major Duties:

• Develop and maintain problem tracking and resolution databases through a report tracking system, describing in clear and precise language, customer problems and /or system errors.
• Install, configure, troubleshoot and maintain customer desktop/PC Hardware and software.
• Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements.
• Perform basic networking functions to include making cables, utilizing troubleshooting tools and equipment to determine cable locations on the network switch, and diagnosing computer to network interface problems.
• Deploy computer images for new and existing computer systems. Images arc a fully functional copy of system software including operating system, application software, drivers, and all application and security patches.
• Perform network system security support functions.