IT Specialist (System Analysis/Customer Service)

Full Job Description

About the Position: This position is with the Defense Health Agency, located at Tripler Army Medical Center, Directorate of Resource Management, Information Management Branch, Honolulu Hawaii.

Tripler Army Medical Center is a tobacco-free workplace. Tobacco products include, but are not limited to, smoking, smokeless tobacco, and electronic nicotine delivery devices.

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job.

You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected.

Current Civilian Employees of the Defense Health Agency (DHA) Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel Workforce Interagency Career Transition Assistance Plan Land Management Workforce Flexibility Act Military Spouses, under Executive Order (E.O.) 13473 Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement Priority Placement Program, DoD Retained Grade Preference Eligible Veterans Employment Opportunity Act (VEOA) of 1998 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 (System Analysis/Customer Service): Specialized and Other Experience: One year of specialized experience which includes resolving information system software and hardware issues, providing assistance or training to information system users, and applying information security policies to safeguard sensitive data.

This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09).

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: Ph.D.

or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to perform the work of the position, such as computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management OR 3 full years of progressively higher level graduate education leading to a Ph.D.

or equivalent doctoral degree.

Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-09).

Major Duties:

• Provide Tier II Technical Support: Offers expert technical support and customer service to minimize disruptions.
• Provide Tier II Technical Support: Conducts user training on key systems and software, such as Microsoft Office, to ensure operational readiness and efficiency for all personnel.
• System and Account Management: Operates MECM to deploy software and security patches to EUDs and servers.
• System and Account Management: Manages user accounts and permissions via Active Directory, setting system restrictions and access rights with AD tools to protect sensitive data.
• Troubleshooting and Problem Resolution: Resolves complex hardware/software issues involving TCP/IP, DHCP, and Windows OS/Print Server.
• Troubleshooting and Problem Resolution: Acts as the escalation point for Tier I, providing advanced troubleshooting and ensuring system stability and performance across the network.
• Documentation and Reporting: Documents all IT issues and their resolutions in the service helpdesk or SharePoint knowledge bases.
• Documentation and Reporting: Preparing reports and maintaining system logs of IT operations and malfunctions.
• Research and System Enhancement: Performs research to identify current trends in information systems, hardware, and software.
• Research and System Enhancement: Evaluates new methodologies and plans for requirements generated by future system enhancements.