Information Technology Specialist (Customer Support)

US Military Treatment Facilities under DHA; Tennessee; On-site; USD 52,000 - 69,000; Full time

Job summary

US Military Treatment Facilities under DHA seeks an Information Technology Specialist (Customer Support) at Blanchfield Army Community Hospital, Fort Campbell, TN. The role requires providing IT software desktop support, diagnosing hardware/software issues, and performing local network system administration.

Work hours are 0730-1600. Applicants must be a US citizen and meet the specialized experience and education requirements, including a master's degree or two years of graduate study in

Qualifications

• One year of specialized IT software desktop customer support in a local network.
• Attention to detail and ability to troubleshoot IT issues.
• Strong customer service and communication skills.
• Problem solving and ability to explain complex ideas clearly.
• Master's degree or 2 years of graduate study in related fields as described.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Education

Master's degree or 2 years of progressively higher level graduate education in CS, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or two full years of graduate education with 24 semester hours in related fields

Job description

About the Position:

This position is located at Blanchfield Army Community Hospital, Information Management Division, Fort Campbell, Tennessee. Work hours: 0730-1600.

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 demonstrates the ability to provide Information Technology software desktop customer support to network users; identify and resolve computer equipment issues through effective troubleshooting; and perform system administration duties such as installing and configuring hardware and software within a local network environment. 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.

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.