Information Technology Specialist (Customer Support)

Works at an ambulatory health center and provides technical assistance, support and advice to customers and end users, serves as the liaison between local users and IT Specialists. Assist in upgrade installations, testing and evaluating various software programs, as well as detect and resolve minor problems of the agency integrated information system that is used for management of both clinical and administrative information in healthcare facilities (the Resource and Patient Management System).

Qualifications:

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.

Individual Occupational Requirements
Eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience.

Education: All academic degrees and coursework must be from accredited or pre-accredited institutions

• Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or 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.

Requirements

• GS-9 (or equivalent) education. master's degree or equivalent graduate degreeor2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree.
• GS-11 (or equivalent) education. Ph.D. or equivalent doctoral degreeor3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree.

or

Experience
Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.
GS-5 through GS-15 (or equivalent): For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below.

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
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.
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.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

and

Specialized Experience for GS-7 (or equivalent) and Above: Positions at GS-7 (or equivalent) and above require one year of specialized experience at the next lower GS-grade (or equivalent). Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. The employing agency is responsible for defining the specialized experience based on the requirements of the position being filled.

MINIMUM QUALIFICATIONS:

Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the next lower grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks as either GS-09 or GS-11 described below:

GS-09:
One year of full-time specialized experience comparable in difficulty and responsibility to the GS-07 grade level that equipped me with the knowledge, skills and abilities to successfully perform the duties of this position. Examples include: Provide assistance and technical support to either businesses or consumers that are experiencing technical, hardware, or software issues such as educate people, answer questions, and troubleshoot any related problems about technology-based products and services; install software, and deal with on site, especially if the computer software and hardware needs to be modified, cleaned, or repaired; conduct on-going testing of existing equipment and software programs; if new software or hardware is received, test the product, provide feedback and make sure the products are compatible with the existing products and systems. When systems are re-vamped company-wide, set up training sessions to introduce the new software or hardware to the employees.

GS-11:
One year of full-time specialized experience comparable in difficulty and responsibility to the GS-09 grade level that equipped me with the knowledge, skills and abilities to successfully perform the duties of this position. Examples include provide assistance and technical support to organizations that use one or more healthcare data management system(s) that is, assist the users, and collaborate in managing hardware and software used in storing, protecting, and analyzing data pulled from diverse sources (or similar complex systems).

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 within 30 days of the closing date of the announcement.

Responsibilities:

• Respond to a wide variety of customer concerns, ranging from system malfunctions to hardware and software users.
• Carry out the implementation of Service Unit-wide policies and procedures governing the procurement, utilization, and security of all computer and telecommunications, equipment and software.
• Oversee and provides services in the expansion of the existing network. This includes physical installation of cables, hardware and peripherals.
• Assist in upgrading installations, testing and evaluating various software programs, as well as detect and resolve minor problems of the agency's integrated information system used for management of both clinical and administrative information in healthcare facilities, the Resource and Patient Management System (RPMS).
• Maintain the existing telecommunications system, oversees or hooks up and documents new users and changes, and assists in the installation of wires and cables.