Summary This position is located in the Information Technology Branch within the Division of Administrative Services at Crownpoint Service Unit, Crownpoint, NM. The incumbent serves as the principal point of contact for all staff requiring installation, maintenance, and troubleshooting of systems throughout the healthcare organization. Serves as the Help Desk end-user support team member providing direct and remote services. Serves and participates proactively with other members of the work unit. Responsibilities Receives, logs, and follows up on all information management technical assistance requests. Provides Indian Health Service software and hardware support including resetting passwords, releasing users, and terminating user system tasks. Operates and supports telecommunication and Wireless Local Area Network/Local Area Network services, assignment and enabling of equipment, wireless user support, and desktop support. Provides automated systems troubleshooting to all staff. Troubleshoots and documents system failures and equipment problems. Installs and maintains standardized software packages on all government-furnished computers including installation of service packs and patches. Complies and supports cybersecurity requirements. Periodically tracks and schedules hardware preventive maintenance. Work includes but is not limited to: cleans components and devices prone to collecting dust, lint, or other particles. Prepares system logs and other records of operations including documentation of equipment operation problems, system malfunctions, system status, etc., and any corrective action taken. Inventories, maintains, programs, and updates telephone directory and telephone system. Performs customer service and customer satisfaction measurements on a regular basis. Develops, tests, and administers questionnaires and surveys. Provides centralized typing/document preparation support using a combination of networked databases and word processors, spreadsheets, electronic mail, and graphics packages. Requirements Conditions of Employment Selectee may be subject to a probationary/trial period ESEP appointees typically serve a two year trial period U.S. Citizenship is required Selective Service Registration is required for males born after 12/31/1959 Confidential Financial Disclosure Form required. IHS Selectees that will work in an IHS health care facility may be subject to Employee Health Policies related to Measles and Rubella, COVID-19, and seasonal influenza immunizations. Vaccine exemption requests may be available according to the National and/or Service Unit guidance. On-call hours or standby duty may be required. Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit www.dhs.gov/E-Verify/. Incumbent can be put on a call-back schedule to include; weekends, holidays, after hours, emergencies, and drills in any situations deemed important to senior officials. Incumbents may be required to work irregular shifts and perform duty on a rotational basis. You will need to set up direct deposit so we can pay you. Background Investigation: If you are selected for this vacancy, you must undergo a pre-employment fingerprint check and background investigation. Fingerprint results and background investigation documentation must be cleared prior to hire. After you begin your employment, your continued employment is contingent upon the outcome of a complete background investigation as determined by the sensitivity level of your position. The investigation must find that you are suitable for Federal employment in your position. If you are found not suitable, you will be terminated after you begin work. If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or subject to possible criminal charges. You may be subject to a credit check as a part of the background investigation process. 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. BASIC REQUIREMENT(S): Individual Occupational Requirements:Education: All academic degrees and coursework must be from accredited or pre-accredited institutions. Undergraduate or Graduate Education: Bachelor's 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. GS-05: Bachelor's degree GS-07: 1 full year of graduate level education -or- superior academic achievement. GS-09: Master's degree or equivalent graduate degree -or- 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree -OR- Experience: may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, certification), as appropriate. 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 appropriateGS-5 through GS-15 (or equivalent): For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. In addition to the Basic Requirements, you must also meet the Minimum Qualifications stated below. 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: GS-05: 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: Maintains currency with the latest versions of the applications or systems being supported, responds to customer help requests, resolves IT-related problems or refers more complex problems to more experienced specialists, orally communicates factual and procedural information clearly. GS-07: 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: Assists users in resolving basic computer problems and malfunctions; plans, organizes, builds, and distributes personal computers and laptops; provides technical support to users for computer software; installs new software, versions, and updates; adapts, configures and test computer software. GS-09: 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: Provide technical support and problem resolution to a full range of customer information technology (IT) problems, and assistance with life cycle management of IT hardware and software applications 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. Education This position has an education requirement. You are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed, and grades. Unofficial transcripts will be accepted in the application package. Official transcripts will be required from all selectees prior to receiving an official offer. Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education may be credited. Applicants can verify accreditation at the following website: https://www.ed.gov/accreditation. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Additional selection(s) of candidates may be possible within 240 days from the date the certificate of eligibles was issued for this announcement. This position is covered by a Bargaining Unit. Government housing is not available. This position meets the criteria specified in pillar number one of the five pillars of the PHS Commissioned Corps. PHS Commissioned Officers interested in performing the duties of this position within the Commissioned Corps MUST apply online under the merit promotion announcement indicated above in order to receive consideration. For more information on PHS Commissioned Corps, visit the website at: https://www.usphs.gov/. This position has promotion potential to the GS-09 grade level. Promotion to the next grade level is at management's discretion and is based on your demonstrated ability to perform the higher level duties, the continuing need for the higher level duties, and "Regulatory/Administrative" approval. Promotion to the next higher grade level is not guaranteed and no promise of promotion is implied.
