IT Specialist; Customer Support

About the Position

Serve as an IT Specialist (CUSTSPT) at Evans Army Community Hospital located on Fort Carson, Colorado Springs, CO. This is a Direct Hire Solicitation. This is a TERM, NTE 3 years position. A recruitment or relocation incentive may be authorized. Salary negotiation may be available for those candidates who are new to Federal service. Student Loan repayment may be authorized. Non-Federal work experience may be creditable for leave purposes.

US Citizens. In order to qualify, you must meet the 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 in this document.

One year of specialized experience which demonstrates experience in providing IT software desktop customer support to network users; identifying and resolving computer equipment problems; and performing system administration duties such as installing, configuring, and installing hardware and software in a local network. 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:

• 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 (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 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 (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 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 2 full years of progressively higher‑level graduate education leading to a master’s degree or equivalent graduate degree 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.

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