IT Specialist (Customer Support)

Full Job Description

About the Position: This position is located at Defense Health Network Pacific Rim, Naval Medical Center, San Diego, CA Directorate of Resource Management Information Technology.

A recruitment or relocation incentive may be authorized Salary negotiation may be available for those candidates who are new to Federal service. Advanced Leave Accrual may be authorized.

This is a Direct Hire Solicitation 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 (NETWORK SERVICES): Specialized Experience: One year of specialized experience which includes one or more of the following: troubleshooting a variety of computer hardware/software or operating systems; resolving hardware/software problems; and utilizing a computer to help identify defective components/parts.

This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-7).

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 thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed 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 routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation.

(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: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information.

(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: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as 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.

Major Duties:

• Provides technical and end user support services for Clinical Systems and MTF IT Applications.
• Performs domain user account administration.
• Installs, configures, troubleshoots, and maintains customer computer hardware and software.
• Installs, configures, troubleshoots, and maintains telecommunication devices.
• Plans and delivers customer support services in response to customer requirements, including computer and software installations, updates, configuration, troubleshooting, customer assistance, and/or training.
• Applies Health Insurance Portability and Accountability Act (HIPAA) and Personally Identifiable Information (PII) principles and requirements to ensure data privacy and cyber security compliance.