Summary One (1) Permanent Full-Time Information Technology Specialist (Customer Support) position to be filled in the Information Resources Management (IRM) Department at the Whiteriver Service Unit (WRSU) in Whiteriver, Arizona. The Incumbent will provide information systems support for client operations by working closely with the IRM team. The Incumbent will report to the Supervisor, IRM Department, WRSU. Responsibilities Total Compensation Package - Check out IHS's outstanding total compensation package for this job: IT Specialist Total Compensation | Pay (ihs.gov) Analyze existing software user systems to detect and correct errors. Assist in planning and organizing end-user training sessions in functional IT systems, i.e. RPMS, EHR. Teach utilization of high-speed multiprocessor computer systems processing batch and teleprocessing application programs. Investigate malfunctions to isolate the cause between hardware and software. and apply available diagnostic and error recovery processes. Evaluate job delays, system malfunctions, and perform online tests and process analysis for workflow problems. Make system-wide recommendations based on testing of routine comparative analyses and assessment of functional needs. Requirements Conditions of Employment Selectee may be subject to a probationary/trial period ESEP appointees typically serve a two-year trial 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, Rubella, and seasonal influenza immunization required for selectees born after 1957 and seasonal influenza immunization is required for all staff working in Indian Health Service health care facilities. Vaccine exemption requests may be available according to the National and/or Service Unit guidance. On-call hours or standby duty may be required. 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/. You will need to set up direct deposit so we can pay you. 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. BASIC REQUIREMENT(S): For positions requiring positive education requirements, or if you are using education to meet all or part of the qualification requirements, you MUST submit a copy of your transcripts or an itemized list of college courses which includes equivalent information from the transcript (course title, semester/quarter hours, and grade/degree earned) in your resume. In addition, to the Basic Requirements, you must also meet the Minimum Qualifications stated below: MINIMUM QUALIFICATIONS: FOR GS-05 Grade Level: Education: Bachelor's degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, 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 (transcripts must be provided).OR Experience: Your resume must demonstrate at least one (1) year of experience equivalent to 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: IT-related experience in each of the following competencies listed below which must be supported by information contained in your resume and other application materials. FOR GS-07Grade Level: Education: One full year of graduate level education leading to a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management, or Superior Academic Achievement (SAA) from an accredited college or university. One year of graduate education is 18 semester hours or the number determined by the school attended to represent one year of full-time study. SAA is based on class standing (upper third), Grade Point Average (GPA) of 3.0 or above, or honor society membership (transcripts must be provided).OR Specialized Experience: Your resume must demonstrate at least one (1) year of specialized experience equivalent to the GS-05 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: assisting customers with technical problems; reviewing customer issues related to vendor products, new technology, and pricing; diagnosing and independently resolving moderately complex IT-related problems in response to customer reported incidents; and providing feedback on problematic trends and patterns in customer support. FOR GS-09 Grade Level : Education: Master's or equivalent graduate degree or two full years of progressively higher level graduate education leading to a degree 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 fields identified above and required the development or adaptation of applications, systems, or network from an accredited college or university. One year of graduate education is 18 semester hours or the number determined by the school attended to represent one year of full-time study (transcripts must be provided).OR Specialized Experience: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at the GS-07 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: providing a variety of IT customer support services; planning and delivering technical support services such as troubleshooting, installation, removals, moves, and systems knowledge assistance; developing and maintaining problem tracking and resolution databases ensuring accurate records are filed; providing feedback on problematic trends and patterns in technical support to supervisor; and working with network specialists, application developers, and security specialists to prevent recurring problems. In addition to the education and/or specialized experience requirements listed above for the GS-7 and GS-9 grade levels, applicants must also possess: Experience: IT-related experience in each of the following competencies listed below which must be supported by information contained in your resume and other application materials. Attention to Detail: Reviews moderately complex data from multiple sources and determines relevant information to given situations. Drafts, edits, and disseminates written reports and status updates that are factual, timely, and relatively error-free. Customer Service: Maintains relationships with customers with diverse needs and provides moderately technical or complex information about products and services. Assesses customer's needs and identifies products and/or services to meet their needs. Resolves fairly complex or non-routine problems, questions, or complaints; and directs the most complex problems, questions, or complaints to the appropriate person. Oral Communication: Communicates, explains, or defends complex information technology ideas and information clearly and adapts to the audience's level of knowledge. Thoughts are well-organized; and listens and recognizes potential miscommunications. Problem Solving: Uses logic to identify alternatives to solve complex or sensitive technological problems; anticipates problems by identifying and evaluating potential sources of information; and generates alternatives to solve problems where precedents do not exist. Time In Grade Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP). You must meet all qualification requirements 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 or relocation incentives may-be authorized, at least (1) one year service agreement will be required. 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 - http://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.