Supervisory Information Technology Specialist (Customer Support)

Full Job Description

About the Position: This position is located at Bassett Army Community Hospital, Fort Wainwright, AK.

Federal employees in Alaska are currently entitled to receive a 1.49% Cost of Living Allowance (COLA) in addition to the base salary. This is subject to change.

This is a Direct Hire Solicitation Who May Apply: US Citizens In order to qualify, you must meet the 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: Supervisory Information Technology Specialist (Customer Support) Specialized and Other Experience: One year of specialized experience which includes assisting with the development of Information Technology (IT)-related policies and procedures; analyzing data to identify trends in Information Technology (IT); and providing technical customer support with Information Technology (IT) issues, such as computer hardware, software, and/or systems.

This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service GS-11.

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.

Some federal jobs allow you to substitute your education for the required experience in order to qualify.

For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted. Major Duties:

• Designate objectives, priority requirements, special projects, interpretations and specifications of complex clinical information systems, and special instructions as necessary.
• Monitor the management of the central computer room with applicable security and safety regulations.
• Review existing processes for compliance, and implements refinements to internal procedures to enhance data retrieval or to obtain more economical production.
• Formulate policies and practices related to the use of the network to support external computer data transfer, terminal access, network activities, and use of the network capability.
• Establish performance requirements for subordinates, and prepare evaluations as necessary. Reviews completed work for adequacy, timeliness, compliance with established standards, and technical competency of work products.