Information Technology (Customer Support)

US Military Treatment Facilities under DHA; Fort Cavazos Motorcycle and POV Campus (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

Carl R. Darnall Army Medical Center (CRDAMC) at Fort Hood, Texas, is seeking an Information Technology Specialist (Customer Support) to provide IT support to staff and end-user devices across CRDAMC and its clinics.

This role requires applying standard troubleshooting and a customer-focused approach to maintain desktop functionality. This Direct Hire Solicitation emphasizes key competencies including attention to detail, customer service, oral communication, and problem solving, with emphasis on

Qualifications

• Specialized and Other Experience: One year of specialized experience including installing PC systems, monitoring tickets, and applying fixes using standard troubleshooting protocols.
• Attention to Detail: thorough work and independence with minimal review.
• Customer Service: resolving routine problems and guiding customers on non-routine issues.
• Oral Communication: clear, concise, and audience-appropriate information delivery.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Education

Master's degree or 2 years graduate education in CS/engineering/IT/tech management

Job description

About the Position:

Provide Information Technology (IT) support to the staff and end user devices (EUDs) at Carl R. Darnall Army Medical Center (CRDAMC) and its supported clinics, buildings, and units at Fort Hood, Texas.

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 Information Technology Specialist (Customer Support):

Specialized and Other Experience: One year of specialized experience which includes installing new or existing personal computer systems or related equipment; monitoring escalated actions and tickets OR using standardized troubleshooting protocols; and determining appropriate fixes or work arounds to restore desktop functionality. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).

• (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.

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.