Information Technology Specialist (Customer Support)
US Department of Veterans Affairs
: $58,360.00 - $91,330.00 /year *
: Information Technology
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Duties Summary The Information Technology Specialist position is located in the Office of Information Technology (OIT), Service Delivery and Engineering (SDE) located at the James J. Peters VAMC. Work involves the Planning and delivery of customer support services. Primary duties and responsibilities include providing Point of Care Customer Service, resolving customer related technical software and hardware problems in accordance with established policies and procedures of the JJP, VA Medical Center. Responsibilities Ensuring Desk tracking and 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. The incumbent is responsible for diagnosing and/or resolving problems in response to customer reported incidents via IT support tickets; escalating problems to senior IT Specialists as appropriate; providing user management account support; and coordinating device files for software applications following established procedures. Provides Active Directory and other VA system account support, connectivity client support, client application support for various devices; and remains current with changing IT technologies via sponsored VA training and/or through personal education. Performs customer support services, including installation and configuration of hardware and software for personal computer equipment; troubleshooting, customer assistance and deskside instructions in response to customer requirements. Provides technical support to customers for computer software. Installs new software, versions and updates. Adapts, configures and tests computer software, hardware and/or user systems for effective integration of software systems such as Windows 2007/higher and Vista operating systems. Promotion Potential: The selectee may be promoted to the full performance level, GS-11 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. Work schedule: Friday, 8:00am to 4:30PM Compressed/Flexible Schedule: Not Available Telework: Not Available Virtual: This a not virtual position. Position Description Title/PD: Information Technology Specialist (Customer Support)15263A, GS-7, 15264-A GS-09/15265-A GS-11 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Bargaining Unit: Yes DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.205) for this occupation. Travel Required Not required Supervisory status No Promotion Potential 11 Job family (Series) 2210 Information Technology Management Similar jobs Computer Network Support Specialists Computer Occupations, All Other Computer Support Specialists Computer User Support Specialists Information Technology Specialist (It Specialist) Specialists, Computer Network Support Requirements Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process One year specialized work experience at the GS-5 to qualify for the GS-7. One year specialized work experience at the GS-7 to qualify for the GS-9. One year specialized work experience at the GS-9 to qualify for the GS-11. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/10/2019 Time-In-Grade Requirement : Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-7 position you must have served 52 weeks at the GS-5. For a GS-9 position you must have served 52 weeks at the GS-7. For a GS-11 position you must have served 52 weeks at the GS-9.The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: To Qualify for the GS-7 Level: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-5 in the normal line of progression for the occupation in the organization. Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Examples of specialized experience would typically include, but are not limited to:Assist in resolving technical computer problems and malfunctions. Identifies users, locations, equipment and software. Assists in the review of user justifications and requirements for new or additional IT capabilities in the form of hardware, software, and/or communication equipment. Plans, organizes and distributes hardware. Assists in maintaining and supporting telecommunications systems configuration related to Moves, Adds, and Changes (MAC). Provides user management account support; and coordinating device files for software applications following established procedures. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have One year of successfully completed graduate level in education in a major study in computer science, information science, information systems management, mathematics statistics, operations research, engineering or course work that required the development or adaption of computer programs and systems and provided knowledge equivalent to a major in the computer field or a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and require the development or adaptation of applications, systems or networks or superior academic achievement. A transcript (official or unofficial) or course listing must be submitted with your application package. Basic Requirement for the GS-9 and GS-11 levels: Undergraduate or Graduate Education: Degree in computer science, information science, information systems management, mathematics statistics, operations research, engineering or course work that required the development or adaption of computer programs and systems and provided knowledge equivalent to a major in the computer field or a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and require the development or adaptation of applications, systems or networks or superior academic achievement. A transcript (official or unofficial) or course listing must be submitted with your application package. To qualify for the GS-9 Level: In addition to meeting the basic qualifications, you must meet: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Examples of specialized experience would typically include, but are not limited to: performing installation, maintenance, testing and troubleshooting tasks; providing customer support either through phone or desk side technical support; maintaining problem tracking and resolutions; installs and configures software on workstations and peripheral devices. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have graduate education leading to a master's degree or equivalent graduate degree in education. To Qualify for the GS-11 Level: In addition to meeting the basic qualifications, you must meet: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-79 in the normal line of progression for the occupation in the organization. Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Examples of specialized experience would typically include, but are not limited to: working independently and performing installation, maintenance, testing and troubleshooting tasks; providing customer support either through phone or desk-side technical support; maintaining problem tracking and resolutions; installing and configuring software on workstations and peripheral devices. Working with operating systems, network hardware, applications and protocols utilized in an enterprise computing environment. High level understanding of IT infrastructure sufficiently to independently install, configure and test software and hardware. Working with operating systems/pilot testing of new systems in accordance with documented procedures. OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have graduate education leading to Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. in a major study. 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. Note : A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is both sedentary and active, requiring walking through out the medical center, Regional Office, and other supported locations. 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. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at . Education AND, in addition to the experience/education, you must have IT-related experience demonstrating each of the four competencies listed below which must be supported by your resume and other application materials. 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. A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: . 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: . 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. Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at . Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This job opportunity announcement may be used to fill additional vacancies. Veterans and Transitioning Service Members : Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. For more information on the \\\"Who may apply\\\" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. 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. Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment. Background checks and security clearance Security clearance Not Required Drug test required No Position sensitivity and risk Moderate Risk (MR) Trust determination process Suitability/Fitness Required Documents Required Documents To apply for this position, you must provide a complete Application Package which includes: Resume (Required) Unofficial copy of transcripts. (Required) - If currently/previously employed in the VA system or any other Federal agency include latest SF-50 - Notification of Personnel Action. (Required, if current/prior federal employee) If prior military service, include all copies of your DD Forms 214 or proof of service (Required, if claiming veterans preference). The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information. Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 \\\"Application for 10 Point Veteran Preference\\\" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit . 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. 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