Alutiiq Computer Specialist II in Tamuning, Guam

Computer Specialist II

Tracking Code

1752-183

Job Description

Provide basic computer support, hardware and software support and general end-user support to maximize USNH Guam’s successful use of hospital Automated Information Services (AIS). Candidate shall support the special needs of the Command Information Officer/information Systems Officer to optimize end-user support. Tasking shall include:

  • Provide general hardware and software support to the users of USNH Guam AIS as identified. Screen, analyze and resolve a variety of hardware and software problems and other system user requests.

  • Respond to all technical assistance requests received via telephone, electronic mail, web, paper mail, and fax and in- person requests.

  • Attend meetings designated by Department Head.

  • Produce and maintain monthly reports of Information Management Department workload utilizing the standard Help Desk Request History template.

  • Redirect assistance requests to proper system specialists, network and database administrators, AIS security officers, training coordinators, and contractors for most efficient solution to customer needs. The candidate will receive training to familiarize them with the system support provided at USNH Guam such that redirection to the appropriate supporting department can take place in an efficient manner to minimize impact to users.

  • Assist users in overcoming functional problems within the system by providing diagnosing and providing assistance in accordance with routine practices and procedures at USNH Guam. This includes is not limited to freeing user devices from software/hardware lockup status and restoring them to service.

  • Respond within one hour to computer-related trouble tickets. Problem resolution will depend on the type of problem encountered; therefore, a response and resolution may vary from minute to hours.

  • Assist in major software installations and upgrades.

  • Perform assignments to meet the ongoing needs for providing effective computer systems services to the users and recurring maintenance and assistance to users as needed.

  • Identify and resolve basic computer issues and problems.

  • Provide information and assistance to customers.

  • Complete portions of larger projects or programs such as program enhancements and upgrades provided by higher echelon.

  • Assist the Technical Lead in researching, gathering, drafting and presenting data or other information.

  • Diagnose and resolve problems in response to customer reported incidents.

  • Assist the Technical Lead with researching, evaluating and providing feedback on problematic trends and patterns in customer support requirements.

  • Assist the Technical Lead in developing and maintaining problem tracking and resolution databases.

  • Execute and manage customer service performance requirements.

  • Execute customer support policies, procedures and standards.

  • Provide customer training and assistance.

  • Ensure the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Required Skills

  • High School graduate or equivalent.

  • Must have a minimum of 24 months of cumulative experience within the past five (5) years performing the duties described in the PWS.

  • Strong knowledge of Windows operating systems and Microsoft Suite of software products.

  • Candidate shall be qualified to operate in a secure network.

  • Candidate shall be able to train users on generic operation of PCs and Microsoft Office Suite.

  • Candidate shall be able to speak, read, write and understand the English language fluently.

  • Candidate shall be able to perform all tasks outlined in the PWS independently.

  • Candidate shall possess good communication skills both orally and written and be able to communicate with all levels, executive to worker. There will be considerable interface with the NH Guam managers, workers, and clients.

  • Possess a sound understanding of all MICROSOFT programs (Word, Excel, and Access), database management for monitoring. Must keep current on all technologies associated with this PWS. A qualified typist is required.

  • Candidate shall have skill in operating computer terminals, scanners, copiers, printers, fax machines, and email in a work processing/data transcription mode.

  • Must possess a current valid state driver’s license.

  • Must possess an ADP II certification of trust per paragraph 15.1.

  • Candidate shall meet the personnel security requirements for Automated Data Processing (ADP) access IAW DOD 5200.2-R, Personnel Security Program that requires access to Government information technology (IT) systems or DOD Sensitive Information (SI), or are involved in developing, delivering, or supporting (IT) systems and services, or safeguarding DOD sensitive information within Government systems. The same level of trustworthiness is required for contractors as is required for Government personnel requiring similar access to automated information systems (AIS’s) and networks containing DOD SI. Personal background investigations and training must be initiated and interim approval be received before access to DOD AIS/ networks ore DOD SI is allowed. This contract is unclassified but contractor may be required to access to “Official Use Only/Patient Sensitive” information. An ADP II certification of trust is required for all contractor personnel where their duties meet the criteria of these positions sensitivity as described Appendix K, DOD 5200-2R and AR 380-67 para 2-100 and 3-164 and Annex K, Para B-1.

  • Must be COMPTIA+ Certified.

  • Must be a U.S. Citizen and have a favorably completed National Agency Check and Local Check (NACLC).

  • Must have current Immunization Shot Record.

Job Location

Tamuning, Guam, United States

Position Type

Full-Time/Regular

Salary

19.50 - USD