IT Specialist (Customer Support)

US Military Treatment Facilities under DHA; Louisiana; On-site; USD 70,000 - 90,000; Full time

Job summary

Fort Polk, Louisiana-based IT Specialist (Customer Support) role with US Military Treatment Facilities under DHA is a Direct Hire Solicitation. You will respond to a customer support work order queue, troubleshoot hardware and software, and assist users of clinical and administrative systems.

The posting notes possible recruitment or relocation incentives, salary negotiation for federal newcomers, and student loan repayment. US citizens only.

Qualifications

• Specialized IT-related experience in responding to customer support work orders for clinical and administrative systems.
• Demonstrated attention to detail and thoroughness in IT tasks.
• Strong customer service skills including problem escalation and resolution.
• Excellent oral communication and ability to explain technical information clearly.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Education

Ph.D. or equivalent

3 years grad education with 24+ credits

Job description

About the Position:

This position is located at Fort Polk, Louisiana.

This is a Direct Hire Solicitation.

• A recruitment or relocation incentive may be authorized.
• Salary negotiation may be available for those candidates who are new to Federal service.
• Student Loan repayment may be authorized.
• Non-Federal work experience may be creditable for leave purposes.

Who May Apply: US Citizens

In order to qualify, you must meet the education/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 Requirements for IT Specialist (Customer Support):

Specialized Experience: One year of specialized experience which demonstrates experience in responding to customer support work order queue that includes clinical and administrative automated systems; coordinating, troubleshooting, installation, configuration, and testing hardware and/or software systems; providing feedback to customers by researching problematic structure information technology trends. This definition of specialized experience is typical of work performed at the next 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 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:

Ph.D. or equivalent doctoral degree or 3 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, three 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. If you meet this requirement based on education you MUST submit a copy of your transcript with your application package or you will be rated ineligible. See: Transcripts and Licenses.