IT Specialist; Customer Support

About the Position

This position is located at Fort Liberty, NC Womack Army Medical Center serving as a member of a help desk team consisting of civilians and contract personnel.

This is a Direct Hire Solicitation. Who May Apply: US Citizens.

In order to qualify, you must meet the education and/or experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, Ameri Corps) 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 available in this document.

• Attention to Detail – Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include completing work independently that rarely requires editing or review by others.
• Customer Service – Works with clients and customers 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 simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues;
  
  serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise.
• Oral Communication – Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; 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 expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers;
  
  exhibiting active listening by demonstrating understanding of audience comments and/or questions.
• 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 identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions;
  
  seeking supervisory review where appropriate.

• Master's degree or equivalent graduate degree or two full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. Degree must be 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 of the fields identified above and required the development or adaptation of applications, systems or networks.
  
  (
  
  Note:
  
  You must attach a copy of your transcripts).

• One year of specialized experience equivalent to a GS-07 in Federal Service, which includes tracking, monitoring and resolving customer support network issues; troubleshooting and resolving network problems using a variety of automation techniques and methods to include IT resources, automated systems, equipment and software; maintaining network operations; creating and routing trouble tickets; researching and analyzing IT problems; and providing informal training to customers.
• 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.