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

Job Title:IT Specialist (Customer Support)

Department:Department Of Veterans Affairs

Agency:Veterans Affairs, Veterans Health Administration

Job Announcement Number:FZ-13-879514-NL

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

The contents of the announcement can still be viewed.

SALARY RANGE:

$37,855.00 to $70,236.00 / Per Year

OPEN PERIOD:

Wednesday, June 05, 2013 to Wednesday, June 26, 2013

SERIES & GRADE:

GS-2210-05/09

POSITION INFORMATION:

Full Time - Permanent

PROMOTION POTENTIAL:

09

DUTY LOCATIONS:

1 vacancy in the following location:
Cleveland, OH United StatesView Map

WHO MAY APPLY:

Permanent, Region 3 Office of Information and Technology Employees Only

JOB SUMMARY:

Vacancy Identification Number (VIN): 879514

The VA was established for one purpose - "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 that provides compassionate care to Veterans?

You can Make a Difference!

Every job at the VA impacts the Veterans that we serve. You can be part of that team, helping to make sure that our Veterans receive the top-quality care they deserve.

VA professionals feel good about their careers and their ability to balance work and home life. VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities.

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 on the last page of the JOA for information on how to apply under this appointment authority via the Selective Placement Coordinator.

For more information on the Department of Veterans Affairs, go to http://www.vacareers.va.gov/.

KEY REQUIREMENTS

  • You must be a US citizen to apply for this job
  • Subject to a background/suitability investigation.
  • Designated and/or random drug testing may be required.

DUTIES:

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We encourage you to apply for a career in delivering world-class services to Veterans and their families.

The Department of Veterans Affairs fosters the highest standards of leadership, research and development through the use of cutting-edge technology and innovative initiatives that serve our Nation's Veterans. The Office of Information & Technology enables VA to become a Veteran centric service provider through the delivery of available, adaptable, secure, and cost effective technology services.

Some may think the responsibility of providing superior health care services to our Veterans rests squarely on the shoulders of those who practice medicine. At VA, we believe every position in the health care environment plays a critical role in the delivery of the best care possible... and information technology is a key component to our success.

This position is located within the Office of Information and Technology (OI&T) in Cleveland, Ohio. The major duties and responsibilities include:

  • Providing a variety of IT customer support services essential to the effective performance of VA systems.
  • Planning and delivering technical support services, including troubleshooting, installation, removals, moves, systems knowledge assistance and/or training in response to customer requirements.
  • Providing on the job customer support and IT, and Help Desk technical training to lower graded IT Specialist.
  • Evaluating usage patterns and recommending methods for improving functionality of the problem resolution knowledge base.
  • Promulgating and assuring conformance with the VA and OI&T security policies by decommissioning equipment, filling out appropriate paperwork, and following procedures to surplus outdated or damaged systems and equipment.
  • 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.
  • Troubleshooting and maintaining all VA approved customer hardware and software apparatus and applications.
  • Diagnosing and resolving problems in response to customer reported incidents.
  • Identifying and breaking down problems using structured problem resolution approaches.
  • Assisting the more experienced IT Specialists in resolving the more highly complex IT problems and unyielding system issues.
  • Working with network specialists, application developers, and security specialist to prevent recurring problems.

Work Schedule: Monday through Friday, 8:00 a.m. to 4:30 p.m.

Position Description (PD) number: 00903-A (GS-5), 00904-A (GS-7), and 00905-A (GS-9)

Relocation Expenses: Relocation expenses are not authorized for this position.

The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade does not guarantee promotion to the full performance level.


QUALIFICATIONS REQUIRED:

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Time-in-Grade Restriction - 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. Time-in-grade requirements for this position must be met by Wednesday, June 26, 2013.

To qualify at the GS-5 level you must possess:

Education: Bachelor's degree 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.

OR

Experience: IT-related experience in each of the following competencies listed below which must be supported by the information contained in your resume and other application materials.

  1. 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.
  2. 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.
  3. 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.
  4. 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.

To qualify at the GS-7 level you must possess:

Education: One full year of graduate level education leading to a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or Superior Academic Achievement (SAA) from an accredited college or university. One year of graduation education is 18 semester hours or the number determined by the school attended to represent one year of full-time study. SAA is based on class standing (upper third), GPA (3.0 or above) or honor society membership.

OR

Specialized Experience: At least one year of specialized experience equivalent to the GS-5 level. Examples of specialized experience include: assisting customers with technical problems, reviewing customer issues related to vendor products, new technology, and pricing,  diagnosing and independently resolving moderately complex IT related problems in response to customer reported incidents, and providing feedback on problematic trends and patterns in customer support.

AND

Experience: IT-related experience in each of the following competencies listed below which must be supported by the information contained in your resume and other application materials.

  1. 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.
  2. 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.
  3. 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.
  4. 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.

To qualify at the GS-9 level you must possess:

Education: Master’s or equivalent graduate degree or two full years of progressively higher level graduate education leading to a degree 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. This education must have been obtained from an accredited college or university. One year of graduate education is 18 semester hours or the number determined by the school attended to represent one year of full time study.

OR

Specialized Experience: At least one year of specialized experience equivalent to the GS-7 level. Examples of specialized experience include: providing a variety of IT customer support services, planning and delivering technical support services such as troubleshooting, installation, removals, moves, and systems knowledge assistance, developing and maintaining problem tracking and resolution databases ensuring accurate records are filed, providing feedback on problematic trends and patterns in technical support to supervisor, and working with network specialists, application developers and security specialists to prevent recurring problems.

AND

Experience: IT-related experience in each of the following competencies listed below which must be supported by the information contained in your resume and other application materials.

  1. 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.
  2. 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.
  3. 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.
  4. 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 Knowledge, Skills, Abilities and Other characteristics (KSAOs) as part of the assessment questionnaire for this position:

  1. Knowledge of the organization's IT infrastructure.
  2. Knowledge of IT security principles.
  3. Skill in applying customer support concepts and methods to install, configure, and test software on customer workstations.
  4. Knowledge of troubleshooting and data analysis techniques.
  5. Ability to prevent problematic recurrences of Help Desk inquiries.

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

When Describing your experience, please be clear and specific.  We may 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 (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. ***

Physical Requirements: The physical requirements of this position are concerned with the mental and physical ability of the applicant to satisfactorily perform the duties of the proposed assignment and may include requisite laboratory and other screening as required by Federal regulatory agencies.

Veterans 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 your DD214(s) and/or documentation related to your active duty service which shows dates of service, character of service (honorable, general, etc.), or 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 Veterans Preference" with required proof as stated on the form. For more information, please review the information for disabled Veterans in the application checklist or visit http://www.fedshirevets.gov/job/veterans.aspx.

HOW YOU WILL BE EVALUATED:

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.


BENEFITS:

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VA offers a comprehensive benefits package. This link provides an overview of the benefits currently offered: http://www4.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). 



OTHER INFORMATION:

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 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.

This job opportunity announcement may be used to fill additional vacancies.



HOW TO APPLY:

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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 below. The complete application package must be submitted by 11:59 PM (EST) on Wednesday, June 26, 2013 to receive consideration.

  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 the Submit My Answers button to submit your application package.

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. verification is needed.



REQUIRED DOCUMENTS:

Faxing Applications or Supporting Documents: You are encouraged to apply online. Applying online will allow you to review and track the status of your application.

Note: If you applied online and your application is complete, do not fax the paper application (1203FX) as this will overwrite your prior online responses and may result in you being found ineligible.

If you completed the occupational questionnaire online and are unable to upload supporting document(s):

  1. To fax your documents, you must use the following cover page http://staffing.opm.gov/pdf/usascover.pdf and provide the required information. The Vacancy ID is 879514
  2. Fax your documents to 1-478-757-3144.

If you cannot complete the Application Package online, you may fax all of your materials. The complete application package must be submitted by 11:59 PM (EST) on Wednesday, June 26, 2013 to receive consideration. Keep a copy of your fax confirmation in the event verification is needed.

To complete the occupational questionnaire and submit via fax:

  1. Click the following link to view and print the occupational questionnaire View Occupational Questionnaire.
  2. Print the 1203FX form, follow the instructions and provide your responses to the occupational questionnaire items http://www.opm.gov/forms/pdfimage/opm1203fx.pdf.
  3. Fax the completed 1203FX form along with any supporting documents to 1-478-757-3144. Your 1203FX will serve as a cover page for your fax transmission.

The following documents are required:

  • Resume
  • Responses to the Occupational Questionnaire
  • Most recent SF-50 showing title, series, and grade. To obtain your most recent SF-50, Access your Electronic Official Personnel Folder (EOPF) at https://eopf.nbc.gov/va/. If you do not have access to your EOPF, please contact Human Resources, Processing and Records Section, at (216) 791-2300 x 2100.
  • Other documents - please ensure 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.

AGENCY CONTACT INFO:

Branka Zekanovic
Phone: (216)791-2300x2151
Email: BRANKA.ZEKANOVIC@VA.GOV
Agency Information:
VHA Cleveland VAMC
Department of Veteran Affairs 05W
10701 East Blvd
Cleveland, OH
44106

WHAT TO EXPECT NEXT:

After we receive your complete application package (including all required documents), your qualifications will be reviewed and assigned an initial rating. We will also review your application to make sure that your résumé supports the answers given in the questionnaire. If your résumé does not support your questionnaire answers, we will adjust your rating accordingly. Based on your ranking or numerical score, you may be referred to the hiring manager for further consideration and possible interview. You will be notified when your rating is determined.

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Job Announcement Number:

FZ-13-879514-NL

Control Number:

342663900