This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT)

Department:Department Of Veterans Affairs

Agency:Deputy Assistant Secretary for Information and Technology

Job Announcement Number:VG-13-BDW-834140

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.

SALARY RANGE:

$50,275.00 to $65,352.00 / Per Year

OPEN PERIOD:

Wednesday, February 13, 2013 to Tuesday, February 19, 2013

SERIES & GRADE:

GS-2210-09

POSITION INFORMATION:

Full Time - Permanent

DUTY LOCATIONS:

3 vacancies in the following location:
Minneapolis, MN United StatesView Map

WHO MAY APPLY:

United States Citizens

JOB SUMMARY:

VacancyID: 834140 

The Department of Veterans Affairs (VA) needs employees who possess the energy, compassion, and commitment to serve those who served our Country. Whatever the job title, every position in VA will give you a chance to make a meaningful and personal contribution to the lives of truly special and deserving people - our Veterans. Working for VA is one of the most emotionally satisfying and professionally rewarding ways to dedicate the best within you to your Country's service.

If you are transitioning from the military or a Veteran already, we invite you to explore the benefits of continuing your career at the VA. The VA is committed to hiring Veterans.

The VA is much more than just another employer. It is an honorable, open and welcoming community of those who care. Gratitude is our motivation and service is our mission.

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”).

America's Veterans need you!

To find out more, go to http://www.va.gov/jobs/

KEY REQUIREMENTS

  • You must be a U.S. citizen to apply for this job.
  • You will be subject to a background/suitability investigation.
  • This announcement may be used to fill additional vacancies.

DUTIES:

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Serves as a Service Desk Technician in Service Desk Operations Service Line for the National Service Desk. The position requires performance in a combination of duties: Help Desk phone support, desk-side technical support and bench-top diagnosis and repair. Provides Server ID account support, connectivity client support, client application support for various devices; and remains current with changing IT technologies via sponsored VA training and/or through personal education.The primary duties and responsibilities include resolving customer related technical software and hardware problems in accordance with established policies and procedures. They are also responsible for diagnosing and/or resolving problems in response to customer reported incidents via trouble tickets; escalating problems to the Lead or Supervisory IT Specialist as appropriate; overseeing Help Desk activities; providing mainframe menu, mainframe account support; and coordination device files for software applications following established procedures; provide Server ID account support, connectivity client support, and client application support for various devices.

 

Work schedule: Monday - Sunday /rotating shifts to cover 24X7 help desk.

 

  ***RELOCATION EXPENSES AND/OR INCENTIVES ARE NOT AUTHORIZED***


QUALIFICATIONS REQUIRED:

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GS-9 grade level, you must also have one year of specialized experience equivalent to the next lower grade level (GS-7). Specialized experience is experience that is in or related to the position to be filled, which equipped you with the particular knowledge, skills, and abilities to perform successfully the duties described. Examples of specialized experience includes but is not limited to: knowledge of and skill in applying IT methods and procedures for documenting resolutions, maintaining problem resolution databases, troubleshooting and data analysis techniques and coordinating customer support activities sufficient to receive, respond to and ensure complete resolution of the more complex help desk call; skill in and ability to provide comprehensive software, IT systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent problematic recurrences of help desk inquiries; ability to communicate effectively, orally and in writing, in order to present alternative resolutions to complex problems; as well as develop clear and concise IT reports and documentation; ability to plan and deliver technical support services, including troubleshooting, installation, removals, moves, systems knowledge assistance and/or training in response to customer requirements.

AND

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.

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

 

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, as follows: a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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. You will be rated on the following competencies as part of the assessment questionnaire for this position. Narrative responses are not required at this time. NOTE: A transcript or course listing must be submitted if you are basing all or part of your qualifications on education. See "How to Apply" for a description of a course listing. Applications submitted without this information may not be considered.  

 

You will be rated on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs) as part of the assessment questionnaire for this position:

 

Experience providing customer service, technical support to customers who need advice, assistance, and training in accessing and navigating hardware and software systems utilizing the ITIL framework.

Ability to communicate both orally and in writing and provide communications that are timely, accurate, and coherent. Ability to keep supervisor and co-workers informed of issues when necessary and provide information applicable to current situations.

Knowledge of problem solving, and ability to gather, assemble, and analyze facts, draw conclusions, and devise solutions to assigned problems.

Experience with IT-related work that required thorough and conscientious attention to detail, and that is factual, timely, and error free.

Experience in IT-related work that required utilizing multi-tasking skills, prioritization, collaboration, and organization in order to complete tasks within a constrained timeline.

 

 

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. May be limited crawling under desks and behind areas to gain access to equipment.

 

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://www.opm.gov/qualifications .

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


APPLICANTS 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.  Please refer to this checklist to ensure proper accreditation and for foreign education requirements.

Veteran's Preference:

When applying for Federal jobs, eligible veterans should claim preference on the Occupational Questionnaire in the section provided and provide a legible copy of DD-214(s) showing all dates of service as well as character of service (honorable, general, etc.). Additionally, veterans with service-connected disability of 10% or more must also submit a copy of their official statement from the Department of Veterans Affairs, or from a branch of the Armed Forces, certifying their service-connected disability and/or their receipt of compensation for service-connected disability.  If the military member is within 120 days of separation and does not yet have a DD214, the member may instead submit any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is signed.

Veterans with service-connected disability of less than 10%, non service-connected disability, and Purple Heart recipients, as-well-as those claiming derived preference for a spouse, widow or widower, or natural mother, should refer to and submit a completed " SF15, "Application for 10-Point Veteran Preference," (go to http://www.opm.gov/forms/pdf_fill/SF15.pdf) and required documentation with your application materials. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/veterans.aspx.

 

HOW YOU WILL BE EVALUATED:

Applicants will be ranked based on four quality groups, as follows:

  • Best qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors, and who are highly proficient in all requirements of the job and can perform effectively in the position;
  • Highly qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the requirements of the job;
  • Well qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors, and who are proficient in some, but not all, of the requirements of the job; and
  • Qualified - applicants possessing experience and/or education that meets the minimum qualifications of the position including all selective factors.

After the vacancy announcement closes, reviewed applications are evaluated against the questionnaire responses and placed in the appropriate quality group.  Qualified veterans will be afforded preference by being placed at the top of the appropriate quality group.  Qualifying veterans with a service-connected disability of 10% or more will be placed at the top of the best qualified group.  The best qualified group is the first to be referred to the hiring facility for further consideration and possible interview.  The remaining groups may be referred based on the number of applicants available.


BENEFITS:

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VA offers a comprehensive benefits package.  This link provides an overview of the benefits currently offered:  http://www.va.gov/jobs/job_benefits/benefits.asp

The Federal Government has special appointing authorities for persons with qualifying disabilities (go to http://www.opm.gov/disability/peoplewithdisabilities.asp).   For additional information on these, and other special appointing authorities, refer to this checklist or contact the hiring Human Resources Management Service at: 1615 WOODWARD ST
AUSTIN, TX 78772
USA



OTHER INFORMATION:

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.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal 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/ctap/index.asp.  

VA may offer newly-appointed Federal employees 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.

You may be required to serve a probationary period. 



HOW TO APPLY:

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To apply for this position, you must provide a complete application (See "Required Documents" section below).  The complete Application package must be submitted by 11:59 PM (EST) on Tuesday, February 19, 2013.

To begin the process, click the Apply Online button on the right side of this screen to create an account or log in to your existing USAJOBS account.  Be sure to upload the required documents before you submit your application.  Please ensure you click the Submit My Answers button at the end of the process.  Mailed/emailed applications will not be accepted.

Note: To change or update your application, simply reapply through My USAJOBS, before the closing date.  To check the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), select Application Status and click on the more information link under the application status for this position.

If you cannot apply online:

  1. Click the following link to view and print the occupational questionnaire: View Occupational Questionnaire.
  2. Print this 1203FX form to provide your response to the occupational questionnaire: http://www.opm.gov/forms/pdf_fill/OPM1203fx.pdf .
  3. Fax the completed 1203FX form along with all supporting documents to (478)757-3144.  Your 1203FX form must be placed on top of all materials being faxed and will serve as a cover page for your fax transmission.
  4. Keep a copy of your fax receipt in case verification is needed.

To fax supporting documents you are unable to upload:

  1. Complete this cover page http://staffing.opm.gov/pdf/usascover.pdf using the following Vacancy ID: 834140.  You must use this fax cover sheet in order for your documents to be matched with your online application.
  2. Fax your documents to (478)757-3144.


REQUIRED DOCUMENTS:

The following documents are required:

  1. Resume
  2. Responses to the Occupational Questionnaire
  3. Other documents - 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), ICTAP/CTAP documentation (for well-qualified, displaced Federal employees), or documentation to support Veterans Preference claims.  You will not be contacted for additional information.

AGENCY CONTACT INFO:

VHA Nationwide DEU
Phone: (501)257-4134
Email: CAVHS.DEU@VA.GOV
Agency Information:
VHA DEU Atlanta
PLEASE DO NOT MAIL APPLICATIONS
APPLY ONLINE OR FAX ONLY
Thank You, AR
00000
USA

WHAT TO EXPECT NEXT:

After the vacancy announcement closes and a referral certificate is issued, an electronic notification letter - or e-mail - will be sent to applicants who provide an e-mail address.  Otherwise, you will receive a notification letter via the U.S. Postal Service within 2 to 4 weeks.

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Job Announcement Number:

VG-13-BDW-834140

Control Number:

336716000