IT Specialist (Systems Administration/Customer Support)

Summary
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About the Position: Serve as an Information Technology (IT) Specialist on the Customer Support Team. Perform support duties related to computer networks and client systems.

This is a Direct Hire Solicitation

Learn more about this agency

This job is open to
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The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Duties
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• Provides Tier 1–Tier 3 technical support to end users by diagnosing, troubleshooting, and resolving local IT issues related to hardware, software, and network systems.


• Administer network security, including assigning appropriate user permissions.


• Troubleshoot, investigate, and analyze complex issues involving system software, application interfaces, and IT equipment to isolate causes of malfunctions.


• Establish network access protocols to provide users with local or remote access capabilities.


• Monitor and maintain computer systems, servers, and personal computers.


• Ensure equipment is managed and reported in accordance with regulations and contractual guidelines.


• Provide guidance to junior IT specialists in supporting administrative and clinical systems.


• Assist with the installation of new software, versions, and updates.


• Adapt, configure, and test computer software, hardware, and user systems to ensure effective integration within the Landstuhl Regional Medical Center (LRMC) hub\-and\-spoke model.


• Apply knowledge of organizational functions to provide IM management and staff training on deployed information systems.

Conditions of employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.


• This position requires you to submit a Public Financial Disclosure Report (OGE 278\) or a Confidential Financial Disclosure Report (OGE450\) upon entry, and annually thereafter.


• 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.


• Applicants must comply with the Exceptional Family Member Program requirements as outlined in the DoD Instruction 1315\.19\.


• Must be able to satisfy the requirements of the 26JUL12 DODI 1400\.25 V1230, DoD Civilian Personnel Management System: Employment in Foreign Areas and Employee Return Rights. Visit https://www.esd.whs.mil/DD/DoD\-Issuances/140025/.


• Direct deposit of pay is required.


• U.S. citizens overseas under ordinarily resident status are not eligible for appointment under the Status of Forces Agreement.


• One year trial/probationary period may be required.


• This position requires you to be able to obtain and maintain a determination of eligibility for a Secret security clearance of access for the duration of employment which includes a background investigation and credit check.


• This position is identified as Mission Essential which may require you to work or remain at work during an emergency situation or when inclement weather has curtailed operations (e.g., threat to the facility, natural disaster, delayed reporting).


• This position may require employees to be on\-call on a rotational basis, responding to emergency calls at times beyond the normal duty day, and may require weekends/holidays.


• This position has a mandatory seasonal influenza vaccination requirement and is therefore subject to annual season influenza vaccinations in accordance with Defense Health Agency Procedural Instruction 6025\.34\.


• This position is subject to screening and update of required immunizations.


• This position has a requirement to lift up to 45 lbs. in the regular performance of duties.


• This position has a requirement to complete the Security \+ training within 6 months of assignment to the position as outlined in DoD 8570\.01\-M.


• This position requires Temporary Duty (TDY) or business travel approximately 10 % of the time away from your permanent duty station


• This position requires a valid, state\-issued and USAREUR Driver’s License and must be insurable in order to travel to other locations in the Command’s structure.


• Incumbent must be able to obtain and maintain a Secret security clearance.

Qualifications

Who May Apply: US Citizens

In order to qualify, you must meet the experience and/or education 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 for IT Specialist (Systems Administration/Customer Support) GS\-9:

Specialized and Other Experience: One year of specialized experience which demonstrates the ability to provide IT software desktop customer support to network users; identify and resolve computer equipment issues through effective troubleshooting; and perform system administration duties such as installing and configuring hardware and software within a local network environment. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS\-07\).

OR

Education: 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

OR

Combination of Education and Experience: 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 months of experience by 12\. Then divide the total number of completed graduate semester hours (or equivalent) beyond the second year (total graduate semester hours minus 36\) by 18\. Add the two percentages.

Basic Requirement for IT Specialist (Systems Administration/Customer Support) GS\-11:

Specialized and Other Experience: One year of specialized experience which includes responding to customers while assisting in the installation of computer systems, performing system maintenance, and monitoring or troubleshooting system availability. This experience includes serving as an Information Technology (IT) Specialist on the customer support team, providing technical support for computer networks and client systems, and applying knowledge of systems administration, maintenance, IT security, configuration management, and minor systems/network management. Responsibilities include resolving local IT issues; creating, administering, and repairing user and group accounts; managing user passwords; coordinating with security and identity and access management personnel on workstation and network security requirements; installing and configuring security patches and software applications; and delivering technical assistance to end users. This work demonstrates Attention to Detail by completing complex technical tasks with minimal revision; Customer Service by assessing needs and resolving routine and non\-routine user issues; Oral Communication by clearly conveying moderately complex IT information and actively listening to customer concerns; and Problem Solving by identifying issues, gathering relevant information, evaluating alternatives, and recommending effective solutions while seeking supervisory guidance when appropriate. This definition of specialized experience is typical of work performed at the next lower grade/level position in the Federal Service (GS\-09\).

OR

Education: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree from an accredited or pre\-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, three full years of graduate education from an accredited or pre\-accredited institution 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.

AND

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:

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:

(1\) 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.

(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 orga

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