Sorry, this job is no longer available.

IT Specialist (CustSpt)


  • Duties
    Help Duties Summary

    The IT Specialist (Customer Support) position is located with the Office of Information Technology (OIT), ITOPS with the Minneapolis VA Health Care System. The work involves the planning and delivery of customer support services. The 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.

    Learn more about this agency
    Responsibilities

    Incumbent serves 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 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

    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.

    Management may select at any grade level.

    Work schedule: Monday - Friday 0800 am - 4:30 pm 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.
    Telework: Ad Hoc
    Position Description Title/PD#: 15263-A GS-07/15264-A GS-09/15265-A GS-11

    Note: Applicant's may be assigned to either the Minneapolis or St Paul location as their primary duty station.

    Travel Required
    Occasional travel - This travel is to provide needed support to remote VA locations throughout the geographic area assigned. This support extends to all VA customers - VHA, VBA, DMC, NCA, Vet Centers, and state run facilities (cemeteries, extended care homes/facilities, etc.) within our area of operations.

    Supervisory status
    No

    Promotion Potential
    11

  • Job family (Series)
    2210 Information Technology Management

    Similar jobs
    • Computer Occupations, All Other
    • Computer Support Specialists
    • Information Technology Specialist (It Specialist)


  • Requirements
    Help Requirements Conditions of Employment
    • You must be a U.S. Citizen to apply for this job
    • Designated and/or random drug testing may be required
    • 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

    Qualifications
    To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/17/2018.

    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-07 position you must have served 52 weeks at the GS-05. For a GS-09 position you must have served 52 weeks at the GS-07. For a GS-11 position you must have served 52 weeks at the GS-09.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:

    The IT Specialist series 2210 has a Basic Requirement for grades 07, 09, and 11. The qualification standard allows eligibility through meeting either the requirements through Education or Experience. Applicants must meet the Basic Education Requirement OR the IT related experience AND the Specialized experience listed below to qualify for this position. NOTE: Transcripts are required at time of application if basing your eligibility on education.
    BASIC REQUIREMENT:
    Education: Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or 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.
    • GS-7 (or equivalent) - 1 full year of graduate level education or superior academic achievement
    • GS-9 (or equivalent) - 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
    • GS-11 (or equivalent) - 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
    OR
    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.
  • Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
  • 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.?
  • AND
    In addition to the experience or education described above,
    you must meet the specialized experience as defined below.
    Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade of GS 05 for the GS 07; GS 07 for the GS 09; and GS 07 for the GS 11 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.
    Specialized experience includes but is not limited to:
    GS 07 - experience performing installation, maintenance, testing and troubleshooting tasks; providing customer support either through phone or desk-side technical support; and maintaining problem tracking and resolutions.
    GS 09 - experience resolving customer related technical software and hardware problems; monitors system and device utilization; and develops systems configuration for new and existing equipment.
    GS 11 - experience 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.

    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 sedentary, but may involve intermediate periods of walking, bending, stooping, lifting, carrying, moving (up to 50 pounds) computer components and supplies, reaching, pulling, and working at a keyboard and monitor.
    Working Conditions: On occasion, work involves handling moderately heavy computer equipment and supplies, in unconditioned, dusty and poorly lit areas. The work requires the ability to use tools, handle and manipulate small electronic parts and systems, such as internal components and hardware, in computer room environment. Work hours are primarily day shifts; however, occasional work is required during nights, weekends, and/or holidays. The shift may be changed depending on the needs of the service or the facility. Employee may be subjected to stressful situations, since the computer systems frequently require immediate responses to problems.

    Education
    A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

    PLEASE NOTE: 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 (particularly positions with a positive education requirement). Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html . All education claimed by applicants will be verified by the appointing agency accordingly. 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

    Receiving Service Credit or 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.

    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 http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/ .

    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.

    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.

    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 .

    Read more

    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.

    Read more
    Background checks and security clearance

    Security clearance
    Other

  • Required Documents
    Help Required Documents

    To apply for this position, you must provide a complete Application Package which includes:
    • Resume


    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.
    • Cover Letter
    • DD-214
    • OF-306
    • VA Disability Letter
    • Resume
    • SF-15
    • SF-50
    • Transcript


    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 http://www.fedshirevets.gov/job/vetpref/index.aspx .

    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
    Help 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.

  • How to Apply
    Help How to Apply

    All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/17/2018 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10237851 .
  • To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
  • Click Submit My Answers to submit your application package.
  • NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
    To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login , select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

    Read more
    Agency contact information Mary Price

    Phone
    (612) 467-4007
    Email
    [email protected]

    Address

    Minneapolis VA Medical Center
    One Veterans Drive
    Minneapolis, MN
    US

    Learn more about this agency
    Next steps

    Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

    You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center .

    Read more
  • Fair & Transparent
    Fair & Transparent
    The Federal hiring process is setup to be fair and transparent. Please read the following guidance.
    Equal Employment Opportunity Policy

    The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
    • Equal Employment Opportunity (EEO) for federal employees & job applicants

    Read more Reasonable Accommodation Policy

    Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

    A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

    Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:
    • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
    • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
    • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.


    You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

    Learn more about disability employment and reasonable accommodations or how to contact an agency.

    Read more Legal and regulatory guidance
    • Financial suitability
    • Social security number request
    • Privacy Act
    • Signature and false statements
    • Selective Service
    • New employee probationary period



This job originated on www.usajobs.gov . For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/502681100 . Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Company
Veterans Affairs, Veterans Health Administration
Posted
06/22/2018
Type
Full time
Location
Minneapolis, MN, US