The incumbent is responsible for support the Information Technology (IT) Helpdesk, which involves the planning and delivery of customer support service for the Phoenix Indian Medical Center. This position is located in the Office of Information Technology and reports to the Helpdesk Supervisor.Learn more about this agency
- IT Helpdesk support includes troubleshooting and resolving problems in response to customer reported incidents.
- Maintains a support tracking and problem resolution database with all pertinent information from the onset of a problem through its resolution. The IT Helpdesk hours of operation are from 6:30 a.m. to 6:30 p.m., Monday - Friday.
- Supports user access to various information systems including, but not limited to promoting correct system utilization and practices; researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements; password management (deleting and resetting passwords).
- Directs escalating and technical problems to an appropriate next-level support tier when initial troubleshooting fails. Use all possible resources to solve the work order before referring more difficult problems to appropriate levels.
Job family (Series)
Conditions of Employment
Selectee may be subject to a probationary period
ESEP appointees typically serve a two year probationary period
U.S. Citizenship is required
Must pass pre-employment examination.
Selective Service Registration is required for males born after 12/31/1959
Security Clearance: 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. You will receive instructions on how to obtain and submit fingerprints and background investigation documentation. 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.
This is a designated position covered by Public Law 101-630, requiring contact or control over Indian children. Upon tentative selection, selectee will be requested to complete, sign, and submit the Addendum to OF-306, Child Care & Indian Child Care Worker Position form. 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. Seasonal Influenza immunization is required for civilian health care facility staff working in Indian Health Service health care facilities.
Work is typically performed in an office or clinical environment but will involve walking throughout the Medical Center campus to provide user support. The IT helpdesk hours of operation are from 6:30 a.m. to 6:30 p.m., Monday - Friday. Occasional off-hour and weekend coverage will be required on a limited basis.
You must meet the requirements of the job by 11:59 pm (Eastern Standard Time) of the closing date: 05/16/2019
QualificationsTo 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.
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.
Individual Occupational Requirements
NOTE: When this qualification standard is used, agencies must have documentation based on a job analysis to substantiate that the position requires IT-related education and/or IT-related experience upon entry.GS-9 and Above (or equivalent): Use this qualification standard for all GS-9 and above (or equivalent) positions.
All academic degrees and coursework must be from accredited or pre-accredited institutions.
GS-05: 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 is identified above and required the development or adaptation of applications, systems or networks (transcripts must be provided).
GS-07: 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 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 (transcripts must be provided) or Superior Academic Achievement (SAA) from an accredited college or university. 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).
GS-09: 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 (transcripts must be provided).
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 of adaptation of applications, systems or networks.
GS-05: Applicant must have had at least one (1) year of specialized experience equivalent to the GS-04 grade level to qualify for the GS-05 grade level
GS-07: Applicant must have had at least one (1) year of specialized experience equivalent to the GS-05 grade level to qualify for the GS-07 grade level
GS-09: Applicant must have had at least one (1) year of specialized experience equivalent to the GS-07 grade level to qualify for the GS-09 grade level
Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the next lower grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks:
GS-05: 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.
GS-09: 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.
You must meet all qualification requirements within 30 days of the closing date of the announcement. 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).
When there is a positive education requirement, or you are using education to qualify as a substitution for experience, transcripts (unofficial) are required at the time of application to verify that you meet the educational requirement or substitution.
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
Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: https://www2.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
Additional selection(s) of candidates may be possible within 90 days from the date the certificate of eligibles was issued for this announcement.
This position is covered by a Bargaining Unit.
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 is earned.
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.
~~~IHS - Operated Properties are tobacco free~~~
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated to determine if you meet the minimum qualifications required and on the extent to which your application shows that you possess the knowledge, skills, and abilities associated with this position. To determine if you are qualified for this position, a review of your resume and supporting documentation will be made and compared against the qualifications as defined in the qualifications section of this vacancy announcement and your responses to the assessment questions.
You will be further evaluated/rated based on the information provided in your resume (your resume must state specific duties that relate to this position) and your responses to the assessment questions to determine your competency in the following:
- Customer Service
- Problem Solving
- Technical Competence
Your resume and any documents submitted will be retained for three months and may be used at any time during this period. After 3 months, you must reapply to this announcement in order to be considered.
You will receive a numeric rating based on your responses to the assessment questionnaires. If after reviewing your resume and responses to the assessment questions, a determination is made that you have overstated your qualifications and or experience, you may lose consideration.
The following links below provide information on how you may be eligible for various hiring authorities. If you are a Veteran, qualified CTAP and ICTAP eligible, or an individual with a disability, please refer to the following links below for additional guidance. CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a "well qualified" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management's Workforce Restructuring Career Transition website at: https://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. CTAP/ICTAP documentation requirements are listed in the "Required Documents" section of this announcement.
Veterans , i.e. (VEOA, VRA, and 30% or more disabled) - https://www.opm.gov/policy-data-oversight/veterans-services/vet-guide/
Career Transition Assistance Program (CTAP) - http://www.ihs.gov/jobs/permanentDocs/ctap.doc
Interagency Transition Assistance Program (ICTAP) - https://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/
Schedule A Appointments for the Disabled - https://www.opm.gov/policy-data-oversight/disability-employment/hiring/
Click here to view vacancy questions: https://apply.usastaffing.gov/ViewQuestionnaire/10488170. All documents above MUST be received by 11:59 pm (Eastern Standard Time) of the closing date of, 05/16/2019, to be considered.
Background checks and security clearance
Drug test required
Required Documentation for Eligibility and Preference:
- Resume: You are highly encouraged to use USAJOBS Resume Builder to ensure all required information is included in your Resume. If you use your own resume, curriculum vitae, or any other written form you choose then you must describe your job-related qualifications that includes beginning and ending dates for paid and non-paid work experience, hours worked per week, month and year of employment for each job title listed, annual salary, and description of job duties. Include name and address of employer; supervisor name and telephone number.
- Indian Preference Applicants: If claiming Indian preference, applicants must provide a completed copy of the Form BIA-4432, "Verification of Indian Preference for Employment in the BIA and IHS Only." Indian preference will not be given unless a properly signed and dated form is submitted with your application, including any verification by an authorized Tribal Representative or BIA Official of tribal enrollment records. For detailed instructions, see form BIA-4432. Refer to BIA-4432 link: https://www.bia.gov/sites/bia.gov/files/assets/public/raca/online_forms/pdf/IndianPref_1076-0160_Exp3-31-21.pdf. When an Indian Preference candidate possesses Veterans preference the rules regarding Veterans preference apply under ESEP and the applicant must provide documentation in order to receive preference.
- Veterans Preference:If claiming Veteran's Preference provide a copy of your DD214 Form (Member 4 copy). To claim 10-Point Veterans Preference, submit a SF-15 Application (http://www.opm.gov/forms/pdf_fill/SF15.pdf) along with the appropriate supporting documentation. For additional information regarding Veterans Preference visit: http://www.fedshirevets.gov.
- Career Transition Assistance Program (CTAP)/Interagency Career Transition Assistance Program (ICTAP): If you are claiming CTAP/ICTAP, follow the instructions below: http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/ctap_guideline.pdf.
- Current or former Federal employee: Include your most recent SF-50 or if Reinstatement eligible include your Career SF-50.
- Noncompetitive eligibles: submit additional documents to prove your eligibility to apply to this vacancy.
- Transcripts: Must be provided if substituting education for experience and/or if education is required for this position. Unofficial transcripts are acceptable but official transcripts will be required before entrance on duty.
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.
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. Learn more about federal 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
To apply for this position, you must provide a complete Application Package. See required documents below.
Click 'Apply' to create an account or log in to your existing USAJOBS account.
- Follow the prompts to complete the assessment questionnaire and upload required documents.
- Please ensure you check the acknowledgement checkbox then click the Submit Application button to submit your application.
- Applications must be received by the closing date of the announcement to receive consideration.
- Check application status by logging into your USAJOBS account, in Applications tab, click the position title you applied to for the status.
The IHS 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 Human Resources Office (Valerie Su'e Su'e Liufau, Valerie.SueSueLiufau@ihs.gov, and/or (602) 248-4112.) The decision on granting reasonable accommodation will be on a case-by-case basis.
For additional questions please see our Frequently Asked Questions (FAQs) found here: http://www.ihs.gov/jobs/index.cfm?module=search&option=faq.
Agency contact information
Valerie Su'e Su'e Liufau
AddressPhoenix Service Unit
1616 E Indian School Rd Suite 360
Phoenix, AZ 85016
You can track the progress of your application package via your USAJobs account. You will receive an acknowledgement from USAJobs that your submission was successful once we have received your on-line occupational questionnaire, resume, and any supporting documentation. You will be notified of the status of your application via your USAJobs Account after we conduct a qualification review of your complete application package. You will be contacted if further evaluation or interviews are required. Any exaggeration of your experience, false statements, or attempt to conceal information may disqualify you for employment consideration. We may verify all information you provide in your resume and questionnaire responses, through reference and/or background check, and/or verification of your education. If you are selected, you will be contacted personally by the human resources office posting this announcement.
You will no longer need to call the HR Office to determine your application status. USAJOBS has added an alert setting to their system to provide status updates for applicants. You can elect to activate the status updates from your USAJOBS profile at any point during the application process.
If all required documentation is not submitted with your application you will lose consideration. It is the applicant's responsibility to verify that information and documents entered, uploaded, or faxed are received, legible and accurate. HR will not modify answers submitted by an applicant.
~ ~ ~ Indian Health Service is an Equal Opportunity Employer ~ ~ ~
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.
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 process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants 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.
Legal and regulatory guidance
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/532062800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.