Clarification from the agency

Department of Veterans Affairs within Station 103EA - Enterprise Service Desk Division only

This announcement is a bargaining unit eligible position.

OIT, ITOPS, SO, Enterprise Command Operations (ECO), Enterprise Service Desk (ESD)

This is an internal announcement and ONLY current permanent employees of the VA within Station 103EA - Enterprise Service Desk (ESD) will be considered. NOTE: Your SF 50 must identify "103EA' in block 40 or you will not be considered.

Position will be placed at a VA facility within the ESD servicing locations. Site to be determined.

Work Schedule: M-F 8:00am - 4:30pm
Compressed/Flexible Schedule: Not available
Telework: Available
Virtual: Not available
Position Description Title/PD#: IT Specialist (SysAnalysis/Cust Supt) / PD# 17745A
Relocation/Recruitment Incentives: Not authorized
Financial Disclosure Report: Not required
Physical Requirements: The work is sedentary. Some work may require walking and standing in conjunction with travel and to attendance at meetings and conferences away from the work site. Some
employees may carry light items, such as papers, books, or small parts, or drive a motor vehicle. The work does not require any special physical effort.

Major Duties:

Provides advice and guidance on a wide range and variety of complex IT issues that encompass one
or more IT specialties such as software development, systems analysis, security, information assurance, software testing, network services, data management and systems administration. The incumbent is responsible for resolving user trouble tickets, and for providing consulting services to the network administrator, database analyst, for specifically difficult problems.

Ensures Enterprise Service Desk directives, handbooks, Standard Operating Procedures (SOP) and knowledge documents are updated and maintained with current contacts, process and procedures.
Maintains current knowledge on procedures, policies, directives, etc. to answer questions, using judgment in determining when major problems or issues require supervisory decisions. Conducts trend analyses to identify areas where additional customer assistance training is needed and initiates appropriate action such as defining new training requirements.

You may be expected to travel 10% of the time for this position.

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 a background/security investigation
• Pre-employment physical required
• 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, 05/05/2020.

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-12 position you must have served 52 weeks at the GS-11. 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.

Provide a copy of your last or most recent SF-50, "Notification of Personnel Action" to indicate your current federal status. You must also submit additional SF-50(s) to clearly demonstrate one year time-in-grade as required in the announcement. If the most recent SF-50 has an effective within the past year, it may not clearly demonstrate that you possess one year time-in-grade. In this instance, you must provide an additional SF-50 that clearly demonstrates one year time-in-grade.

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.

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: documented experience providing technical and administrative aspects of on-boarding enterprise applications for Tier 1 support.

Experience - 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 all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.

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.

AND

Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Specialized experience includes documented experience resolving trouble tickets that cannot be resolved by Tier I and Tier II technicians. Providing customer assistance to all users. Conducting analyses to identify areas where additional customer assistance training may be needed.

Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.

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.

For more information on these qualification standards, please visit OPM's web site at http://www.opm.gov/qualifications/standards/indexes/alph-ndx.asp.

There is no educational substitution for the GS-12.

Additional information on the qualification requirements are outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/classifying-general-schedule-positions/.

How you will be evaluated

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

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

Competency 1 - Analytical Reasoning

Competency 2 - Communication

Competency 3 - Customer Service

Competency 4 - Oral Communication

Competency 5 - Self Management

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.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume/application does not support your questionnaire answers, we will not allow credit for your response(s).

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; religious; 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.