IT Specialist (Systems Administration / Customer Support)

US Military Treatment Facilities under DHA; Honolulu (HI); On-site; USD 62,000 - 86,000; Full time

Job summary

Defense Health Agency at Tripler Army Medical Center in Honolulu, HI is seeking a Lead IT Specialist for Systems Administration and Customer Support. The role requires resolving IT issues, reviewing tickets, and maintaining system status reports while delivering reliable IT services to users.

Applicants should have the formal education and demonstrated competencies in detail orientation, customer service, oral communication and problem solving to support mission-critical operations within the

Qualifications

• Specialized IT experience for GS-07 level including solving routine IT problems and maintaining ticket status reports.
• Competencies include Attention to Detail, Customer Service, Oral Communication, and Problem Solving as defined for IT roles.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Education

Master's degree or higher in CS/Engineering/Info Science/IT

Two years of graduate education with 24 semester hours in related fields

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.

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 Lead IT Specialist (Systems Administration / Customer Support):

Specialized and Other Experience:

One year of specialized experience which includes assisting in receiving, reviewing, and resolving computer/IT related problems; assisting in troubleshooting automated systems or hardware to diagnose malfunctions; and assisting in maintaining status reports of open and closed desk tickets. 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. (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. (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. (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. (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.

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.

Combination of Education and Experience:

A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond the second year (total graduate semester hours minus 36) by 18. Add the two percentages.

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-07).