SummaryThis position is located in the Division of Behavioral Health, Office of Clinical and Preventative Health with the Indian Health Service. As an IT Specialist (Customer Support) you will be responsible for the administration of video conference and telehealth equipment technical services. Responsibilities will include providing support across IHS pertaining to the installation, configuration, auditing, troubleshooting, training of equipment/systems and resolving issues reported. Video Conferencing CoordinationServes as principal point of contact for video conferencing activities requiring the coordination and management of video conferencing operations and telemedicine events. Coordinate video conferencing operational activities for meetings, telemedicine events, training workshops, and conferences to ensure adequate functionality of systems.Researches, develops and proposes policies and procedures for video conferencing operations of all sites in the IHS. Schedules, monitors, records and performs initial operational troubleshooting of video conferencing operations; reports anomalies to designated supervisor and other appropriate personnel.Assists with budget recommendations for video conferencing equipment, supplies, programs and events.Network and System ManagementSupport stakeholders in the use of Resources and Patient Management System (RPMS), Electronic Health Record (EHR) or equivalent patient health records system. Troubleshoots connection issues, maintains lists of servers and VueCentric repositories at locations served by TBHCE and associated providers. Provides brief, itinerant support to partner providers for basic issues regarding daily use of the HER system. Networks with IT and OIT to help resolve connectivity and functionality issues.Supports connection from outside of IHS by partner providers via the Virtual Private Networking (VPN) system, networking, when problems arise with IT and OIT to help solve connectivity and functionality issues. RequirementsConditions of EmploymentMust pass pre-employment examination.Selectee may be subject to a probationary periodU.S. Citizenship is requiredSelective Service Registration is required for males born after 12/31/1959Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit www.dhs.gov/E-Verify/.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.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.BASIC REQUIREMENT(S): Information Technology (IT) Management Series 2210 (Alternative A) (opm.gov)In addition, to the Basic Requirements, you must also meet the Minimum Qualifications stated below-Minimum QualificationsYour 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.Qualifying examples of specialized experience must include but are not limited to: Experience troubleshooting and managing telehealth and video conference software, systems and program activities to enhance the delivery and quality behavioral health services; AND, Experience coordinating and project managing video conference and telemedicine operation activities that require the planning, implementation, integration and maintenance of information technology software, systems, and programs.In addition to meeting the specialized experience, your resume must also demonstrate the following IT-related competencies: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.Time In GradeFederal 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 within 30 days of the closing date of the announcement. EducationThere are no education requirements.Additional informationThis position is eligible for remote work in accordance with the HHS Workplace Flexibilities policy. https://www.hhs.gov/about/agencies/asa/ohr/hr-library/990-1/index.html.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.Read more Help 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. Opens in a new windowLearn more about federal benefits.Review our benefitsEligibility 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.IHS Headquarter5600 Fishers LaneRockville, MD 20857US