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    Duties

    Summary

    This position will support the Federal Government's response efforts to COVID-19

    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. The employee works in a multi-vendor IT environment supporting multi-user computer systems.

    Learn more about this agency

    Responsibilities

    Please read this public notice in its entirety prior to submitting your application.

    Vacancies may not presently exist in each location but may become available at any point during the opening period of this vacancy announcement. Applicant resumes will not be reviewed until there is actually a request to fill a vacancy in a particular location

    You are applying to a public notice that will be used to fill current and future vacancies. Please note, there may or may not be actual/projected vacancies at the time you submit your application. Your resume and any supporting documentation will be retained with other applicants and reviewed as vacancies occur.

    We will not review your resume for qualifications until we receive a request to fill a vacancy using this public notice at which time you will be notified about the status of your application. You will not receive a notice regarding the status of your application other than the initial acknowledgement until a request is received to fill a position using this public notice.

    This is a temporary appointment not to exceed 1 year. This appointment may be extended up to a maximum of 1 additional year (24 months of total service).

    Major Duties
    • Studying documentation provided with new or revised software and taking appropriate steps to install software
    • Monitoring the use of disk space
    • Preparing routine workload reports showing system use and available capacity
    • Submitting recommendations to improve the efficient use of the system and responding to special requests for system data
    • Maintaining and updating system files necessary to control all aspects of system operations and access
    • Performing other related duties and responsibilities as assigned/required
    Work Schedule: This full-time 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
    Telework: Not available
    Virtual: This is a virtual position and you will be required to work at a VA facility
    Position Description Title/PD#: IT Specialist (Customer Support)/PD CV19-15265TA, CV19-15264TA, CV19-15263TA

    Physical Requirements: The work 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 encourage. There may be limited crawling under desks and behind areas to gain access to equipment.

    Travel Required

    Occasional travel - You may be expected to travel occasionally for this position

    Supervisory status

    No

    Promotion Potential

    None

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    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.

    You may qualify based on your education/experience, as described below:

    For all grade levels for this position individuals must have IT-related experience demonstrating each of the four competencies listed below.

    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.
    AND
    Specialized Experience: You must have one year of specialized experience equivalent to the next lower grade level in the federal service; experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization.

    For the GS-07, you must have one year of specialized experience equivalent to the GS-5 level that includes: applying, IT principles, methods, and practices in the customer service and customer support area to identify and resolve issues and problems.

    For the GS-09, you must have one year of specialized experience equivalent to the GS-7 level that includes: planning and delivering customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements; troubleshooting, recovering, adjusting, modifying, and improving IT systems in order to provide advice and assistance to customers.

    For the GS-11, you must have one year of specialized experience equivalent to the GS-9 level that includes: coordinating customer support activities sufficient to receive, respond to and ensure complete resolution of complex issues beyond what a help desk can resolve; providing comprehensive software, IT systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent recurring help desk inquiries; developing clear and concise IT reports and documentation for senior IT management.
    OR
    Education: Applicants may substitute education for the specialized experience required for each grade level. (Transcripts Required)

    For the GS-07, you must have a Bachelor's degree with Superior Academic Achievement (S.A.A.) or one (1) full year of graduate level study. (S.A.A. is based on (1) class standing, (2) grade-point average, or (3) honor society membership. 1. Class standing--Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses. 2. Grade-point average (G.P.A.)--Applicants must have a grade-point average of: 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum. Grade-point averages are to be rounded to one decimal place. For example, 2.95 will round to 3.0 and 2.94 will round to 2.9. 3. Election to membership in a national scholastic honor society--Applicants can be considered eligible based on membership in one of the national scholastic honor societies listed below. These honor societies are listed in the Association of College Honor Societies. Agencies considering eligibility based on any society not included in the following list must ensure that the honor society meets the minimum requirements of the Association of College Honor Societies. Membership in a freshman honor society cannot be used to meet the requirements of this provision. A transcript or course listing must be submitted if you are basing all or part of your qualifications on education.)

    For the GS-09, you must have 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.

    For the GS-11, you must have 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.

    Note: Undergraduate and graduate degrees must be 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. (Transcripts Required)

    Note: 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.

    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

    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 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. Applicants will be referred in alphabetical order.

    Background checks and security clearance

    Security clearance

    Other

    Drug test required

    No

    Position sensitivity and risk

    Non-sensitive (NS)/Low Risk

    Trust determination process

    Suitability/Fitness

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    Required Documents

    Documents Accepted:

    • Other Documents (Please do not select this option to upload your resume or cover letter)
    • Resume
    • 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.

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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 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 12/31/2020 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10795432.

    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.

    Agency contact information

    VHA National Recruitment Center

    Address

    DAS Information and Technology - 103
    810 Vermont Avenue NW
    Washington, DC 20420
    US
    Learn more about this agency

    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?

    The VA has adopted Core Values and Characteristics that apply universally across the Department. The five Core Values define "who we are," our culture, and how we care for Veterans, their families and other beneficiaries.
    The Values are Integrity, Commitment, Advocacy, Respect and Excellence ("I CARE").
    As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities and leadership positions at your fingertips.

    DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.205) for this occupation.

    Visit our careers page

    Learn more about what it's like to work at Deputy Assistant Secretary for Information and Technology, what the agency does, and about the types of careers this agency offers.

    http://www.vacareers.va.gov/./

    Next steps

    After you submit your complete application package, you will receive a notification informing you that the application you submitted has been received.

    You will not receive any additional notifications and your resume will not be reviewed for qualifications until a position is requested to be filled. If a request is received to fill a position, applicants will be evaluated to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) will be issued and applicants will be notified of their status by email. You may be contacted if further evaluation or interviews are required or upon selection.

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 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.

Legal and regulatory guidance

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/565664500. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.