IT Specialist (Custspt)


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    Videos

  • Duties
    Help Duties Summary

    This position in the Office of Information Technology (OIT), Area Operations and is located at a VA facility. The primary duties and responsibilities include providing Point of Care Customer Service in accordance with established policies and procedures of the specific VA facility assigned

    This is an open continuous job posting until 9/30/2021, referrals will be made as vacancies become available based on location needs

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    Responsibilities

    Duties include by not limited to the following:
    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, candidate may be subject to overtime work, shift work, and/or work on rotating shifts to include evenings, weekends, and holidays.
    Compressed/Flexible Schedule: Not Available
    Position Description Title/PD#: IT Specialist (Custspt)/PD15263A, PD15264A, and PD15265A
    Telework: Not Available
    Virtual: This is NOT a virtual position

    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.

    Selective Placement Factor: This position includes a skill, knowledge, ability or other worker characteristic basic to -and essential for- satisfactory performance of the job. Selective Placement Factors are a prerequisite to appointment and represent minimum requirements for a position. 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.

    Travel Required
    Occasional travel - You may be expected to travel for this position, up to 10% of the time.

    Supervisory status
    No

    Promotion Potential
    11

  • Job family (Series)
    2210 Information Technology Management

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  • Requirements
    Help 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
    To qualify for this position, applicants must meet all requirements by the closing date of this announcement.
    Applicants may substitute education for the specialized experience required for each grade level. (Transcripts Required)

    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, working knowledge of office automation software, e-mail configuration, terminal emulation packages and network printer configuration.

    OR

    Education: 1 full year of graduate level education or Superior Academic Achievement

    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

    Education: 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

    Education: 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.

    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.

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

    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.
    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.
    Technical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.
    Operating Systems: Knowledge of computer network, desktop, and mainframe operating systems and their applications.

    Education
    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: 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.

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    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.

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    Background checks and security clearance

    Security clearance
    Other

    Drug test required
    No

    Position sensitivity and risk
    Noncritical-Sensitive (NCS)/Moderate Risk

    Trust determination process
    Suitability/Fitness

  • Required Documents
    Help Required Documents

    Documents Accepted:
    • DD-214/ Statement of Service
    • Disability Letter (Schedule A)
    • Disability Letter (VA)
    • Resume
    • Separation Notice (RIF)
    • SF-15
    • SF-50/ Notification of Personnel Action
    • Transcript

    Documents Required:
    • Resume

    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
    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. Opens in a new window 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 occupational questionnaire and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on 09/30/2021 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/11050746 .

    1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.

    2. 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 USAJOBS account, https://my.usajobs.gov/Account/Login , select the Application Status link and then select the More Information link for this position. The Details 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 USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

    NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). HCP are individuals who, during the influenza season, work in VHA locations where patients receive care or who come into contact with VA patients as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased facilities. HCP include all VA licensed and unlicensed, clinical and administrative, paid and unpaid, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, students, researchers, volunteers, and trainees who work at these facilities. HCP that are unable to receive or otherwise decline a flu shot will be expected to wear a face mask throughout the influenza season.

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    Agency contact information Kurt Sweitzer

    Email
    Kurt.Sweitzer@va.gov

    Address

    OIT Lebanon VA Medical Center
    1700 South Lincoln Avenue
    Lebanon, PA 17042
    US

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    Next steps

    After the vacancy announcement closes, applicants are evaluated 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.

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  • 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/594416400 . Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Posted
03/15/2021
Type
Full time
Compensation
$18.11 - 34.85
per Hour
Location
Wilmington, DE, US