The primary purpose of the position is to plan and deliver customer support services including providing Point of Care Customer Service, resolving customer related technical software and hardware problems in accordance with established policies and procedures of the specific VA facility.
Duties include but are not limited to:
Provide a variety of IT customer support services essential to the effective performance of IT systems.
Recommend new or revised operating procedures and controls to meet the operating requirements for system users.
Maintain and support systems configuration related to moves, adds and changes (MAC).
Planning and delivery of technical support services.
Ensure data closets are organized when adding or removing patch cabling.
Install and configure approved software applications.
Ensure Help Desk tracking and asset information is accurate.
Prepare routine workload reports.
Provide a variety of IT customer support services essential to the effective performance of operating, network systems and applications, protocols, hardware and software.
Provide group and one on one systems/software applications training to customers as required or requested.
Provide on-the-job customer support and IT and Help Desk technical training to lower graded IT Specialists.
Evaluate usage patterns and recommend methods for improving the functionality of the problem resolution knowledge base.
Document solutions to problems and recommends fundamental changes to system configurations to prevent recurrences.
Maintain updated skill sets and best practice knowledge.
Identify and break down problems using structured problem resolution approaches; and works with network specialists, applications developers, system administrators and security specialists to prevent recurring problems.
Work Schedule: Monday through Friday, 8:00am to 4:30pm - This position supports 24/7 operations throughout the calendar year. Work is typically performed on the day shift; however, candidate may be subject to overtime work, shift work, and/or work on rotating shifts to include evenings, weekends, and holidays.
Compressed/Flexible: Not Available
Telework: Not Available
Virtual: This is not a virtual position
Position Description/PD#: Information Technology Specialist - Customer Support; PD#s: 15263A; 15264A; 15265A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
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.
Promotion 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.
Job family (Series)
2210 Information Technology Management
Analysts, Computer Systems
Analysts, Data Processing Systems
Analysts, Information Systems
Computer Network Support Specialists
Computer Occupations, All Other
Computer Support Specialists
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
To qualify for this position, applicants must meet all requirements by the closing date of this announcement.
Selective Placement Factor: An SPF is a prerequisite to appointment and represent minimum requirements for the position. Applicants who do not meet the SPF are ineligible for further consideration. This position includes a skill, knowledge, ability or other worker characteristic basic to -and essential for- satisfactory performance of the job. Applicants who do not meet it are ineligible for further consideration. Evidence of the Selective Placement Factor must be reflected in your resume. The Selective Placement Factor for this position is: Demonstrated experience monitoring, diagnosing, troubleshooting and resolving operating/network systems, hardware and software issues; and take appropriate follow-up action.
Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade level 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.
For GS-7: Applicants 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. Examples of specialized experience would typically include:
Experience with IT processing functions to understand the stages to automate a work process ie: work with customers to assess and/or address their needs, and provide information or assistance relative to the products or services.
Communicate effectively both orally and in writing.
Identify and resolve problems, determine relevant information, demonstrate using sound judgment, and making recommendations.
Work as computer operator or assistant, computer sales representative, program analyst or other positions that required the use or adaptation of computer programs and systems.
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:
Customer support performing installation, maintenance, testing and troubleshooting tasks; phone support, desk-side technical support and bench-top diagnosis and repair.
Resolve customer related technical software and hardware problems; diagnose and/or resolves problems in response to customer reported incidents.
Utilize remote administration software tools to assist customers remotely via IT support tickets.
Recognize when problems need to escalate to senior IT Specialists as appropriate.
Provide user management account support.
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:
Oversee IT support ticketing system activities and coordinate device files for software applications following established procedures.
Work on the development, implementation, and management of Information Technology (IT) processing systems.
Supports the operation of systems/pilot testing of new systems in accordance with documented procedures established in VA; performs baseline compliance and patch management.
Study documentation provided with new or revised software and taking appropriate steps to install software, monitor the use of disk space, prepare routine workload reports showing system use and available capacity; submitting recommendations to improve the efficient use of the system; responds to special requests for system data; maintain and update system files.
Maintain and support telecommunications systems configuration related to Moves, Adds, and Changes.
Maintain and support VOIP systems, Automated Call Distribution Systems (ACD), video endpoints, virtual desktops, and all phones (IP, Soft, Analog, etc.).
Create and maintain user file shares using approved processes and security controls as directed and configures access ports for connecting users.
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 experience/education described above, 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.
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: 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.
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 or need to fax a document you do not have in electronic form, 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.
Background checks and security clearance
Drug test required
Position sensitivity and risk
Non-sensitive (NS)/Low Risk
Trust determination process
DD-214/ Statement of Service
Disability Letter (VA)
Separation Notice (RIF)
SF-50/ Notification of Personnel Action
RESUME REQUIREMENTS - Your resume must include the following information for each job listed:
Job Title (for each position)
Description of duties (be as detailed as possible)
Month and year start/end dates (e.g. June 2018 to April 2020) of employment
Full-time or part-time status (include average hours worked per week)
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.
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 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.
This job is open to
Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
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 337.205) for this occupation.