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Job Details

Information Technology Specialist Customer Support System Administration

Company name
U.S Department of Defense Defense Health Agency

Salary
$81,548.00 to $106,012.00

Location
Bethesda, MD

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Profile

Open & closing dates

01/12/2018

to

01/18/2018

Salary

$81,548 to $106,012 per year

Pay scale & grade

GS 12

Work schedule

Full-Time

Appointment type

Permanent

Location

1 vacancy in the following location:

Bethesda, MD

Relocation expenses reimbursed

No

This job is open to

The public

U.S. citizens, nationals or those who owe allegiance to the U.S., and excepted service employees.

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Announcement number

NCJT182790604355DR

Control number

488335300

Duties

Duties

Summary

The Defense Health Agency, National Capital Region Medical Directorate (NCR-MD) is the future of Military Medicine- a partnership in World Class Medical Healthcare. The Walter Reed National Military Medical Center, the National Intrepid Center of Excellence (NICoE), Fort Belvoir Community Hospital, Dilorenzo Clinic and the Joint Pathology Center, provide world class medical services to the nation's service members and their families.

About the Position: The primary work environment is a highly accredited medical simulation center which provides training and high stakes testing to a broad customer base of healthcare professionals using a wide range of technologies. Teamwork and communication are essential as Simulation Center staff have unique and overlapping skills and roles. Success in this position will require the candidate to understand and embrace end user needs and to engage external and internal SMEs to allow implementation and sustainment of a reliable IT infrastructure that meets the full and expanding needs of the Department of Simulation.

Who May Apply: U.S. Citizens

Learn more about this agency

Responsibilities

As an Information Technology Specialist (Customer Support/System Administration), You will be responsible for End User Device (EUD) software, hardware and evaluation, specification and installation, maintenance and servicing EUDs. Analyze, assesse and interpret end-user requirements for software to be used near-term and in the foreseeable future. Make recommendations to leadership for Information System (IS)/EUD related procurements. Identify and assess EUD performance for hardware/software utilization. Fine-tunes the desktop systems, hardware, software, etc., for increased systems performance. Evaluate desktop performance using software and hardware monitoring tools. Develop and manage customer service performance requirements. Research, evaluate and provide feedback on problematic trends and patterns on customer support requirements. Research customer inquiries to identify issues, diagnose problems, and recommend solutions regarding inquiry trends, technologies or process-related concerns. Develop and maintain problem tracking and resolution databases. Lead or participate in ad hock project groups. As a team member, prioritize activities and assemble resources to ensure timely completion of projects, applying concepts and methodologies required for effective project management and Customer Relationship Management.

Travel Required

Not required

Supervisory status

No

Who May Apply

This job is open to…

U.S. Citizens

Questions? This job is open to 1 group.

Job family (Series)

2210 Information Technology Management

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Requirements

Requirements

Conditions of Employment

See Other Requirements section for applicable conditions of employment.

Other Requirements: Male applicants born after December 31, 1959 must complete a Pre-Employment Certification Statement for Selective Service Registration.

You will be required to provide proof of U.S. Citizenship.

Two year trial/probationary period may be required.

Appointment is subject to the completion of a favorable suitability or fitness determination.

Direct Deposit of Pay is Required.

This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Tier 3 security investigation or access for the duration of employment. A background investigation and credit check are required.

This position requires the incumbent to have tuberculosis testing.

IAW DoD 8570.01-M dated 19 Dec 05, C3.2.4.1.1.2. the employee must be able to obtain and maintain Information Assurance Technical level II certification. This may be done by completing any one of the following; Security , GIAC Security Essentials Certification (GSEC), Security Certified Network Professional (SCNP), or Systems Security Certified Practitioner SSCP Certification. Qualification period begin the date they start in the position (i.e., they must obtain the appropriate certification within 6 months of being assigned IA functions). A candidate who, after being hired within 6 months, is unable to obtain a DoD 8570.01-M Information Assurance Technical (IAT) Level II certification or cannot maintain IAT Level II certification will be removed from this position.

Qualifications

In order to qualify, you must meet the experience requirements described below. 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; 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

Basic Requirement: Applicants must have IT-related experience demonstrating each of the four competencies listed below.

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 meeting the basic requirement above, to qualify for this position you must also meet the qualification requirements listed below:

Experience: One year of experience which includes installation, maintenance, upgrading and troubleshooting of computer hardware and vendor specific software such as an audio/visual management system (E.g. Learningspace (CAE)), Microsoft Office and Sharepoint; installing/uninstalling hardware, printers, computer security and desktop applications; and planning and coordination of the installation, testing, operation, upgrading, troubleshooting, and maintenance of server hardware and software, including both server operating systems and server application systems. This definition of experience is typical of work performed at the second lower grade/level position in the federal service (GS-11).

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job you must meet the qualification requirement using experience alone -- no substitution of education for experience is permitted.

You will be evaluated on the basis of your level of competency in the following areas:

Customer Service

Information Technology Customer Support

Information Technology Performance Assessment

Technology Application

Education

Additional information

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application

Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.

If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant

information sheet.

You may claim military spouse preference.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your application package

(resume, supporting documents, and responses to the questionnaire) will be used to determine your eligibility, qualifications, and quality ranking for this position. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

Basis for Rating: Qualified candidates will be assigned to one of three quality categories: Best Qualified, Highly Qualified and Qualified. Veteran preference eligibles are listed ahead of non-preference eligibles within each quality category. Best Qualified. Candidates in this category possess exceptional skills and experience to exceed well above the minimum requirements for the announced position.

Highly Qualified. Candidates in this category possess good skills and experience above the minimum requirements for the announced position.

Qualified. Candidates in this category meet the minimum experience requirements for the announced position.

Interagency Career Transition Assistance Program (ICTAP). If you are a Federal employee in the competitive service and your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority. Additional information about the program is on OPM's Career Transition Resources website

Background checks and security clearance

Security clearance

Not Applicable

Required Documents

Required Documents

The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist (External).

As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.

Your resume: Your resume may be submitted in any format.

If you submit more than one copy of your resume, only the most recent version will be reviewed. The latest timestamp will be used to determine which version of your resume is most recent. It is your responsibility to check the status and timestamp of all documents you submit as part of your application.

If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.

For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application will be marked as incomplete and you will not receive consideration for this position.

NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Benefits

Benefits

A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Benefits for federal employees

Healthcare insurance

Pay and leave

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How to Apply

How to Apply

To apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section below.

The complete application package must be submitted by 11:59 PM (EST) on 01/18/2018 to receive consideration.

To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire ( https://apply.usastaffing.gov/ViewQuestionnaire/10114355

Click the Submit My Answers button to submit your application package.

It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USAJOBS account

, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.

To return to an incomplete application, log into your USAJOBS account

and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.

The Department of Defense provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the servicing civilian personnel unit. Your requests for reasonable accommodation will be addressed on a case-by-case basis.

Agency contact information

Army Applicant Help Desk

Phone

(000)000-0000

Email

USARMY.APG.CHRA-NE.MBX.APPLICANTHELP@MAIL.MIL

Address

JT-APF-DDAAFF WR NATIONAL MILITARY MEDICAL CTR

DO NOT MAIL

Bethesda, MD

US

Learn more about this agency

Next steps

If you provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.

The documents you submit must support your responses to the online questionnaire. If your application contradicts or does not support your questionnaire responses, you will receive a rating of not qualified or incomplete application and you will not receive further consideration for this job.

Fair & Transparent

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Equal Employment Opportunity (EEO) for federal employees & job applicants

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when: An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.

An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.

An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Learn more about disability employment and reasonable accommodations

or how to contact an agency.

Legal and regulatory guidance

Financial suitability

Social security number request

Privacy Act

Signature and false statements

Selective Service

New employee probationary period

Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.

federalgovernmentjobs.us

Company info

U.S Department of Defense Defense Health Agency
Website : http://www.tricare.mil/tma

Company Profile
The centerpiece of Military Health System (MHS) governance reform, as outlined in the Deputy Secretary of Defense’s March 11, 2013 Memorandum “Implementation of Military Health System Governance Reform,” is the creation of a Defense Health Agency (DHA). The intent behind the transition to the DHA is to achieve greater integration of our direct and purchased health care delivery systems so that we accomplish the Department’s Quadruple Aim: achieve medical readiness, improve the health of our people, enhance the experience of care, and lower our healthcare costs. Once the new DHA is established, it will assume responsibility for shared services, functions, and activities of the MHS and other common clinical and business processes.

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