Summary This position is located in the Information Resource Management Department at the Whiteriver Service Unit in Whiteriver, AZ. This position is responsible for identifying and assisting customers with problems encountered to include: loss of service, impact to customer and the customer's expectations/needs for resolution, and provide help desk services and serves as primary point of contact for problem resolution or direct inquiries. This position reports to the Supervisory IT Project Manager. Responsibilities **This position is being announced concurrently under Excepted Service Examining Plan/Merit Promotion Plan (ESEP/MPP) procedures. Please review vacancy announcement number IHS-24-PX-12460715-ESEP/MP; for eligibility requirements. NOTE: Applicants must apply separately for each announcement in order to be considered.** Perform customer service "helpdesk" duties and provide technical assistance to users to minimize information technology disruptions. Provide technical assistance to current and potential users so LAN/WAN and other system operations have few major disruptions. Demonstrate processes and provide orientation for new users and provide technical hands-on assistance with software installations, hardware configurations, and communication networking to support daily operations and major fielding activities. Perform upgrades of hardware to include memory, fixed storage, and installation of network interface cards (NIC) or enhancement cards. Troubleshoot and correct software problems to include resolving conflicts between applications, hardware and/or device conflicts, and operating system faults. Perform operational tests on equipment in test array or operational configuration prior to issue or installation to ensure proper operation and absence of hardware, software, device or network conflicts. Provide familiarization training for users of new equipment and software as required. This position is being re-advertised to solicit additional applications. Applicants who applied previously need not reapply unless submitting updated and/or missing information. Requirements Conditions of Employment Must pass pre-employment examination. Selectee may be subject to a probationary period U.S. Citizenship is required Selective Service Registration is required for males born after 12/31/1959 This is a designated position covered by Public Law 101-630, requiring contact or control over Indian children. Due to this requirement, the agency must ensure that persons hired for these positions have not been found guilty of or pleaded nolo contendere or guilty to certain crimes. Confidential Financial Disclosure Form required. Measles and Rubella immunization required for selectees born after 1957 and seasonal influenza immunization is required for all staff working in Indian Health Service health care facilities. This position requires the employee to occasionally travel away from normal duty station. Occasional off-hour and weekend coverage will be required on a limited basis. 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/. A bank account at a financial institution is required for electronic direct deposit of salary payment. 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. INDIVIDUAL OCCUPATIONAL REQUIREMENTS: Information Technology (IT) Management Series - GS-2210 Education: All academic degrees and coursework must be from accredited or pre-accredited institutions. Undergraduate or Graduate Education: 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. Experience: 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 appropriate. 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. MINIMUM QUALIFICATIONS, GS-2210-05: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the GS-04 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 hands-on assistance with software installations, hardware configurations, and communication networking to support daily operations and major fielding activities. Provide instructions to customers on accessing data, processing, space utilization efficiencies, and program recovery techniques. Consult with customers regarding potential system or program upgrades. -OR- Completion of a Bachelor's 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- Completed a Bachelor's degree from an accredited or pre-accredited institution which provided a minimum of 24 semester hours in one or more of the fields identified in A. above and required the development or adaptation of applications, systems or networks. MINIMUM QUALIFICATIONS, GS-2210-07: Your resume must demonstrate at least (1) year of full-time specialized experience comparable in difficulty and responsibility to the GS-05 grade level that equipped you with the knowledge, skills and abilities to successfully perform the duties of this position. Examples include: Maintains servers, personal computers, printers, copiers, video conferencing systems; assists with planning for the implementation of Automated Data Processing (ADP) systems; performs the installation of newly acquired ADP equipment/systems; analyses ADP problems and presents solutions; knowledge of LAN/WAN (Local Area Network/Wide Area Network) standards and equipment sufficient to install, configure and troubleshoot LAN and WAN components such as routers, switches and servers. -OR- Completed (1) year of graduate education from an accredited or pre-accredited institution 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. -OR- Completed a Bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management with one of the following: Graduated with at least an overall GPA of 2.95, or Graduated with at least a 3.45 GPA in my major or during the last two years of college; Graduated in the top third of my class; or I have been a member of a national scholastic honor society recognized by the Association of College Honor Societies. MINIMUM QUALIFICATIONS, GS-2210-09: Your resume must demonstrate at least (1) year of full-time specialized experience comparable in difficulty and responsibility to the GS-07 grade level that equipped you with the knowledge, skills and abilities to successfully perform the duties of this position. Examples include: Knowledge and ability to apply customer service and customer support principles and methods; Install, configure, upgrade and troubleshoot any hardware and software components; present formal and informal training and assistance to customers; knowledge of CACHE, Windows operating systems to include server editions, Microsoft Office applications, Active Directory, Exchange, Mumps and other programming environments; knowledge of LAN/WAN (Local Area Network/Wide Area Network) standards and equipment sufficient to install, configure and troubleshoot LAN and WAN components such as routers, switches and servers. -OR- Completed 2 years of graduate education from an accredited or pre-accredited institution 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. -OR- Completed a master's or equivalent 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- Combination of education and experience that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100 percent to qualify for this GS-09 grade level. 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. Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. IHS may offer newly-appointed Federal employees credit for their directly related previous non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. This position is covered by a Bargaining Unit. Recruitment and/or Relocation Incentives may be authorized and is subject to availability and service unit approval. If offered, you will be required to sign a one (1) year service agreement. Failure to fulfill the service agreement will result in repayment of the incentive. The Indian Health Service (IHS), National Health Service Corps (NHSC), and the Health Resources and Services Administration (HRSA) have student loan repayment programs for qualifying health disciplines. This is a competitive process separate from the hiring process. Opportunities for LRP are based on agency hiring priorities and availability of funds. For additional information please visit: For IHS - https://www.ihs.gov/loanrepayment/ For NHSC - https://nhsc.hrsa.gov/loanrepayment/ For HRSA Nurse Corps - https://bhw.hrsa.gov/loansscholarships/nursecorps 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.