One (1) Permanent Full-Time Information Technology Specialist (Customer Support) position to be filled in the Information Resources Management (IRM) Department at the Whiteriver Service Unit (WRSU) in Whiteriver, Arizona. The Incumbent will provide information systems support for client operations by working closely with the IRM team. The Incumbent will report to the Supervisor, IRM Department, WRSU.
To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying. 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; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. BASIC REQUIREMENT(S): For positions requiring positive education requirements, or if you are using education to meet all or part of the qualification requirements, you MUST submit a copy of your transcripts or an itemized list of college courses which includes equivalent information from the transcript (course title, semester/quarter hours, and grade/degree earned) in your resume. In addition, to the Basic Requirements, you must also meet the Minimum Qualifications stated below: MINIMUM QUALIFICATIONS: FOR GS-05 Grade Level: Education: Bachelor's degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, technology management or a degree 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 (transcripts must be provided).OR Experience: Your resume must demonstrate at least one (1) year of experience equivalent to the GS-04 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: IT-related experience in each of the following competencies listed below which must be supported by information contained in your resume and other application materials. FOR GS-07Grade Level: Education: One full year of graduate level education leading to a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management, or Superior Academic Achievement (SAA) from an accredited college or university. One year of graduate education is 18 semester hours or the number determined by the school attended to represent one year of full-time study. SAA is based on class standing (upper third), Grade Point Average (GPA) of 3.0 or above, or honor society membership (transcripts must be provided).OR Specialized Experience: Your resume must demonstrate at least one (1) year of specialized experience equivalent to the GS-05 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: assisting customers with technical problems; reviewing customer issues related to vendor products, new technology, and pricing; diagnosing and independently resolving moderately complex IT-related problems in response to customer reported incidents; and providing feedback on problematic trends and patterns in customer support. FOR GS-09 Grade Level : Education: Master's or equivalent graduate degree or two full years of progressively higher level graduate education leading to a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management, or a degree that provided a minimum of 24 semester hours in one or more fields identified above and required the development or adaptation of applications, systems, or network from an accredited college or university. One year of graduate education is 18 semester hours or the number determined by the school attended to represent one year of full-time study (transcripts must be provided).OR Specialized Experience: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at the GS-07 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: providing a variety of IT customer support services; planning and delivering technical support services such as troubleshooting, installation, removals, moves, and systems knowledge assistance; developing and maintaining problem tracking and resolution databases ensuring accurate records are filed; providing feedback on problematic trends and patterns in technical support to supervisor; and working with network specialists, application developers, and security specialists to prevent recurring problems. In addition to the education and/or specialized experience requirements listed above for the GS-7 and GS-9 grade levels, applicants must also possess: Experience: IT-related experience in each of the following competencies listed below which must be supported by information contained in your resume and other application materials. Attention to Detail: Reviews moderately complex data from multiple sources and determines relevant information to given situations. Drafts, edits, and disseminates written reports and status updates that are factual, timely, and relatively error-free. Customer Service: Maintains relationships with customers with diverse needs and provides moderately technical or complex information about products and services. Assesses customer's needs and identifies products and/or services to meet their needs. Resolves fairly complex or non-routine problems, questions, or complaints; and directs the most complex problems, questions, or complaints to the appropriate person. Oral Communication: Communicates, explains, or defends complex information technology ideas and information clearly and adapts to the audience's level of knowledge. Thoughts are well-organized; and listens and recognizes potential miscommunications. Problem Solving: Uses logic to identify alternatives to solve complex or sensitive technological problems; anticipates problems by identifying and evaluating potential sources of information; and generates alternatives to solve problems where precedents do not exist. Time In Grade Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP). You must meet all qualification requirements of the closing date of the announcement.
Total Compensation Package - Check out IHS's outstanding total compensation package for this job: IT Specialist Total Compensation | Pay (ihs.gov) Analyze existing software user systems to detect and correct errors. Assist in planning and organizing end-user training sessions in functional IT systems, i.e. RPMS, EHR. Teach utilization of high-speed multiprocessor computer systems processing batch and teleprocessing application programs. Investigate malfunctions to isolate the cause between hardware and software. and apply available diagnostic and error recovery processes. Evaluate job delays, system malfunctions, and perform online tests and process analysis for workflow problems. Make system-wide recommendations based on testing of routine comparative analyses and assessment of functional needs.