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    Duties

    Summary

    OUR MISSION: To fulfill President Lincoln's promise "To care for him who shall have borne the battle, and for his widow, and his orphan" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

    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.

    Learn more about this agency

    Responsibilities

    The incumbent serves as ta working Lead IT Specialist providing senior level customers support services to users and organizations at the assigned facility. Serves as consultant in specialty areas that concern a variety of functional operations and provides technical assistance, advice and training related to hardware and software operation to employees and customers. Is the primary source of technical information and support on the evaluations, installation, acquisition and use of PC hardware and software to accomplish assigned functions. Installs upgrades and gives technical support on ure of PC hardware and software.

    • Establishes the customer support function for such things as support level, problem resolution/referral procedures and vendor/new technology awareness through demonstrations and customer information briefings and publications.
    • Responsible for planning, designing, and carrying out projects and analyses of the organization's requirements; coordinating, facilitating, or participating on project teams, as a peer, with experts both within and outside the organization.
    • Performs special project management and informational briefings as required that effect customer support disciplines.
    • Coordinates work with Service Lines as needed to support day to day operations.
    • The incumbent oversees the operations and activities of the Tier 2 Level Support.
    • Acts as lead desktop support technician providing technical guidance and resolutions to other technicians and customers on complex troubles and projects.
    • Defines strategies, establishes goals and timelines for the completion of projects, tasks, and activities as the technical authority, drafting wide range of technical and/or administrative documentation to include contingency plans, risk assessments, feasibility studies, and financial analysis.
    • Uses expert knowledge and experience in diagnosing and resolving problems in response to customer reported incidents including installing, configuring, troubleshooting, and maintaining customer hardware and software to train and instruct team members and subordinates.
    • Subject matter expert for researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
    • Aggregates data from stakeholders, format presentations and creates reports.
    • Develops and maintains problem tracking and resolution databases, customer service performance requirements, and customer support policies, procedures, and standards.
    • Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services; Establishes and maintains customer communication in producing positive feedback.
    • Responsible for IT asset management to include maintaining AEMR/MERS data integrity, routine validations of assets, reports of survey, and proper data sanitization and equipment turn-in. Inputs acquisition requirements with artifacts for regulatory approval in the Procurement and Acquisition Tool (ITARS).
    • Coordinates the escort into secure areas and assures proper security controls for site visits. Manages and maintains the computer room and the network closet equipment and environment, including configuring access ports for connecting user devices to the LAN.
    • Provides inputs to all aspects of COOP/disaster recovery planning, testing and execution.
    • Develops and manages customer performance requirements and customer support policies and procedures.
    • The incumbent leads a team of desktop Information Technology (IT) Specialists, grade levels GS-07, GS-09, and GS-11, engaged in end user customer support work.
    • Articulates and communicates to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion.
    • Intercedes with the supervisor on behalf of the team to inform the supervisor of performance management issues/problems and to recommend/request related actions, such as: assignments, reassignments, promotions, tour of duty changes, peer reviews and performance appraisals.
    • Provides guidance over Information Technology security requirements as they pertain to the implementation and extension of information technology system.
    • Develops and maintains milestone schedules for projects; recommending changes in direction, design features or schedules as needed. Reviews completed projects and systems specifications to assure performance and on-site readiness criteria are met.

    Work schedule: Monday - Friday 8:00 am - 4:30 pm

    Compressed/Flexible Schedule: Not Available
    Telework: Not Available
    Virtual: This is not a virtual position.
    Position Description Title/PD#: Lead IT Specialist (Cust Spt)/ 15295-A
    Relocation/Recruitment Incentives: Not Authorized
    Financial Disclosure Report: Not Required

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    12

    Who May Apply

    This job is open to…

    Agency Employees Only - Appearing on USAJOBS

    Questions? This job is open to 1 group.

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    Requirements

    Conditions Of Employment

    • You must be a U.S. Citizen to apply for this jo
    • 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
    • One year specialize experience at the GS-11 level.

    Physical Requirements: The work is sedentary, but may involve intermediate periods of walking, bending, stooping, lifting, carrying, mowing (up to 50 pounds) computer components and supplies, reaching, pulling and working at a keyboard and monitor.

    Qualifications

    To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/07/2017.

    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. 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 as described below:
    • 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. 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: ability to lead other employees, knowledge functional operation and provide technical assistance of hardware and software, customer service, knowledge of telecommunications systems. OR,
    • Education: Applicants may substitute education for the required experience.
    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.
    1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
    2. 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.
    3. 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.
    4. 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: 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.

    Education

    There is no educational substitution at this grade level.

    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




    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.

    How You Will Be Evaluated

    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

    Other

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    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), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
    • Resume


    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.

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    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.

    http://www.vacareers.va.gov/why-choose-va/benefits/index.asp

    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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    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 12/07/2017 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10078868.

    1. 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.
    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 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.

    Agency contact information

    Elnora Brewton

    Address

    West Palm Beach VA Medical Center
    7305 North Military Trail
    West Palm Beach, FL
    US
    Learn more about this agency

    Visit our careers page

    Learn more about what it's like to work at Veterans Affairs, Veterans Health Administration, what the agency does, and about the types of careers this agency offers.

    http://www.va.gov/jobs/

    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.

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.

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 and hiring process 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 in the workplace or the way things are customarily done that provides an equal employment opportunity to an individual with a disability. Under the Rehabilitation Act of 1973 the Equal Employment Opportunity Commission (EEOC) must provide reasonable accommodations:

  • 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.

Legal and regulatory guidance

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/484601900. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.