It Specialist Custspt

Duties

Summary

This position is located in the Office of Information & Technology (OI&T), IT Operations and Services (ITOPS), Continental District Operations and assigned to Area Operations, Sheridan, WY.

Responsibilities

As an IT Specialist (Customer Support), you will provide a variety of Information Technology (IT) customer support services essential to the effective performance of Veterans Administration (VA) Systems. The work involves the planning and delivery of technical support services, including troubleshooting, installation, removals, moves, systems knowledge and assistance in response to customer requirements. Duties include, but are not limited to:

• Ensuring Help Desk tracking and IT asset Information is accurate
• Ensuring organized data closets when adding or removing patch cabling
• Supporting telecommunications systems configurations related to Moves, Adds, and Changes (MAC)
• Diagnosing and resolving problems in response to customer reported incidents
• Investigating and recommending purchase of tools and technologies to improve responsiveness to customer requirements
• Managing moves and/installations of IT equipment to assure coordination of IT support and customer service
• Providing feedback on problematic trends and patterns in technical support to team leads and/or supervisor
• Developing and maintaining problem tracking and resolution databases ensuring accurate records are filed
• Installing and configuring VA approved software applications

Work Schedule: This position supports 24/7 operations throughout the calendar year. Work is typically performed on the day shift; however, the candidate may be subject to overtime work, shift work and/or work on rotating shifts to include evenings, weekends, and holidays.Position Description Title/PD#: It Specialist Custspt 15264A/15265ATelework : Not availablePromotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Travel Required

Occasional travel - You may be expected to travel for this position.

Supervisory status

No

Promotion Potential

11

• Job family (Series)

  2210 Information Technology Management

• Requirements

  Requirements

  Conditions of Employment

  • You must be a U.S. citizen to apply for this job
  • Subject to a background/suitability investigation
  • Designated and/or random drug testing may be required
  • May serve a probationary period
  • Selective Service Registration is required for males born after 12/31/1959
  • A complete application package; Resume, Transcripts, etc.
  • Selected applicants will be required to complete an online onboarding process

  Qualifications

  For GS-9: Possess at least one year of specialized experience at the next lower grade level GS-07). Examples of specialized experience would include:

  • Possessing in depth knowledge of the organization's Information Technology infrastructure;
  • Applying customer support concepts and methods sufficient to installing, configuring, and testing software on customer workstations;
  • Applying Information Technology methods and procedures for documenting resolutions, maintaining problem resolution databases,

  • Troubleshooting and data analysis techniques and coordinating customer support activities sufficient to receive, responding to and ensuring complete resolution of the more complex Help Desk call;
  • Providing comprehensive software, Information Technology systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent problematic recurrences of Help Desk Inquiries.

  OR

  A master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management -OR- a master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate 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. A transcript (official or unofficial) or course listing must be submitted with your application package.

  For GS-11: Possess at least one year of specialized experience at the next lower grade level (GS-09). Examples of specialized experience would include:

  • applying customer support concepts and methods;
  • installing operating systems, network systems, applications, protocols, and equipment; and the Information Technology infrastructure sufficient to serve as senior customer technical analyst responsible for resolving the most complex customer problems;
  • applying customer support concepts and practices and new customer support technologies sufficient to evaluating and reporting on new information technology tools and trends related to customer support services;
  • recommending purchase of new tools to enhance the delivery of customer support services;
  • applying customer support concepts and methods; procedures for troubleshooting and recovering systems and files; and customer organizations Information Technology infrastructures sufficient to review, validate, and standardize problem resolutions for inclusion in the problem resolution database;
  • possessing in depth knowledge of the organization's Information Technology infrastructure; Information Technology security principles and skill in applying customer support concepts and methods sufficient to install, configure, and test software on customer workstations and peripheral devices;
  • applying Information Technology methods and procedures for documenting problem resolution, troubleshooting and data analysis techniques as well as coordinating customer support activities sufficient to receive, responding to and ensuring complete resolution of complex Issues beyond what a Help Desk can resolve.

  OR

  Possess a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management-OR-Ph.D. or equivalent doctoral degree or 3 fully years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development and adaptation of applications, systems or networks. A transcript (official or unofficial) or course listing must be submitted with your application package.AND

  In addition to the specialized experience described above, you must have IT-related experience in each of the following four competencies listed below which must be supported by the information contained in your resume and other application materials.

  • ATTENTION TO DETAIL: Reviews moderately complex data from multiple sources and determine relevant information to a given situation. 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. Provides moderately technical or complex information about products and services. Assesses customers' needs and identifies products and/or services to meet their needs. Resolves fairly complex or non-routine problems, questions, or complaints; 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 audiences level of knowledge. Thoughts are well organized. Listens to others, and recognizes potential miscommunications.

  • PROBLEM SOLVING: Uses logic to identify alternatives to solve complex or sensitive technological problems; anticipates problems and identifies and evaluates potential sources of information and generates alternatives to solve problems where precedents do not exist.

  Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training, as appropriate.Preferred Certification: Applicant should have ITIL Foundations (v3 or 2011), CompTIA A+, Network+, and Security + certifications. Please provide a copy of each certification.

  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; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

  Physical Requirements: The work of the IT Specialist (Customer Support) is both sedentary and active, requiring walking through out the medical center. Duties may require lifting, carting and carrying computer equipment such as monitors and printers weighing 20-40 pounds. Asking assistance from other specialist to help with lifting is encouraged. There may be limited crawling under desks and behind areas to gain access to equipment. The work is performed in the facility's computer repair workroom and in various business and/or clinical settings. There will be instances where the employee will need to crawl under/over/behind desks, through various types of furniture to get to the device in need of repair. There is some exposure to circuitry of electronic equipment during bench-top or on-site analysis of problems or testing. In the latter situation, the employee must apply knowledge and reasonable precautions to and personal injury or damage to the

  equipment. Occasional travel may be required on short notice.

  Work Environment: The work area is adequately lighted, heated and ventilated. Involves everyday risks or discomforts that require normal safety precautions.

  Education

  Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.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.

  Additional information

  VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

  The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at https://www.opm.gov/.

  Receiving Service Credit for Earning Annual (Vacation) Leave: 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. VA may offer newly-appointed Federal employee's credit for their job-related 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. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
  This job opportunity announcement may be used to fill additional vacancies.

  If you are unable to apply online view the following link for information regarding an Alternate Application.

  How You Will Be Evaluated

  You will be evaluated for this job based on how well you meet the qualifications above.

  IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Applicants will be referred in alphabetical order.

  You will be rated on the following competencies based on your application for this position.

  Competency #306 (Technology Awareness): Knowledge of developments and new applications of Information technology (hardware, software, telecommunications), emerging technologies and their applications to business processes, and applications and implementation of information systems to meet organizational requirements.
  Competency #302 (Technical Documentation): Knowledge of procedures for developing technical and operational support documentation.
  Competency #61 (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.
  Competency #303 (Technical Problem Solving): Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.
  Competency #198 (Operating Systems): Knowledge of computer network, desktop, and mainframe operating systems and their applications.

  Background checks and security clearance

  Security clearance

  Other

  Drug test required

  No

  Position sensitivity and risk

  Moderate Risk (MR)

  Trust determination process

  Suitability/Fitness

• Required Documents

  Required Documents

  Documents Accepted:

  • Cover Letter

  • DD-214/ Statement of Service

  • Disability Letter (Schedule A)

  • Disability Letter (VA)

  • Other (1)

  • Proof of Marriage Status

  • Resume

  • Separation Notice (RIF)

  • SF-15

  • SF-50/ Notification of Personnel Action

  • Transcript

  Documents Required:

  • Resume

  1. Resume listing work schedule, hours worked per week, full dates of employment and specific detailed duties performed. (required-all) Please see the How to Apply section at the bottom for helpful resources and training aids for applying to Federal positions.

  2. SF-50 or Notification of Personnel Action showing you are/were in the competitive service and the highest grade or promotion potential held. You must submit your SF-50 that shows Time-in-Grade eligibility and reflects your title, series, and grade. No award SF-50 will be accepted. (required, if you are Current or prior Federal employee as applicable)Failure to submit any of the required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted to support your status eligibility.

  Please review the above list(s) to ensure you have included all necessary documents required for your application.Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees).You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.

  Veterans' Preference: Since the Direct-Hire Recruitment Authority is being used, traditional Veterans' Preference rules do not apply. Qualified veterans will, however, be given full consideration for this position.
  Applications are accepted online. Applying online will allow you to review and track the status of your application.

  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.

• Benefits

  Benefits

  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.

  Review our 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.

Help

This job is open to

• Federal employees - Competitive service

  Current or former competitive service federal employees.

• Federal employees - Excepted service

  Current excepted service federal employees.

• The public

  U.S. citizens, nationals or those who owe allegiance to the U.S.

Clarification from the agency

ALL US CITIZENS. DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.201) for this occupation.