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:Veterans Affairs, Veterans Health Administration

Job Announcement Number:VG-14-DLe-980441

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

The contents of the announcement can still be viewed.

SALARY RANGE:

$54,032.00 to $70,236.00 / Per Year

OPEN PERIOD:

Wednesday, October 23, 2013 to Tuesday, October 29, 2013

SERIES & GRADE:

GS-2210-09

POSITION INFORMATION:

Full Time - Permanent

DUTY LOCATIONS:

1 vacancy in the following location:
Cincinnati, OH View Map

WHO MAY APPLY:

United States Citizens

JOB SUMMARY:

Vacancy ID: 980441 

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 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. 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. 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.

DUTIES:

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LOCATION:  CINCINNATI, OH

 

The employee in this position performs a combination of duties; Help Desk phone support, desk-side technical support and bench-top diagnosis and repair. The primary duties and responsibilities include resolving customer related technical software and hardware problems in accordance with established policies and procedures of the specific VA facility assigned. The employee is 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 (Information Technology) Specialist as appropriate; overseeing Help Desk activities; providing mainframe menu, mainframe account support; and coordinating device files for software applications following established procedures. 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. Provides a variety of IT customer support services essential to the effective performance of VA systems. The work involves the planning and delivery of technical support services, including troubleshooting, installation, removals, moves, systems knowledge assistance and/or training in response to customer requirements. Ensures Help Desk tracking and asset information is accurate; and that data closets are organized when adding or removing patch cabling. Provides group and one on one systems/software applications training to customers as required or requested; and provides on the job customer support and IT and Help Desk technical training to lower graded IT Specialist. Reviews proposed additions to the database; suggests resolutions that are most likely to be used on a regular basis; reviews the contents of the database on a regular basis to clear duplicate and outdated responses; trains tower graded IT Specialists in using the database; and Investigates and recommends purchase of Improved knowledge base tools and technologies. Evaluates usage patterns and recommends methods for improving the functionality of the problem resolution knowledge base. Promulgates and assures conformance with VA/OI&T (Veteran's Administration, Office of Information and Technology) security policies by de-commissioning equipment, filling out appropriate paper work, following procedures to surplus outdated or damaged systems and equipment.

Performs other related duties and responsibilities as assigned/required. Provides feedback on problematic trends and patterns in technical support to team leads and/or supervisor. Develops and maintains problem tracking and resolution databases ensuring accurate records are filed. Installs and configures VA approved software applications; and troubleshoots and maintains all VA approved customer hardware and software apparatus and applications, respectively.

Schedule: Monday - Friday 8:00AM - 4:30PM

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


QUALIFICATIONS REQUIRED:

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GS 9: One year of specialized experience at the next lower grade level. Specialized experience is experience that is demonstrated by assignments where you assist with responses or respond to routine Help Desk tickets and/or other routine customer service request for IT technical assistance. General IT Specialist duties performed at the GS-07 level.

GS-9- Attention to Detail - Is thorough when performing work and conscientious about duties involving job related IT support and It project planning.Working knowledge/experience which is demonstrated by: Working with leaders in establishing specific measures for technical tasks you are assigned or are responsible for. Helping to inform others of expectations, including what is to be accomplished. Working with superiors in developing a plan for improving the quality of your work.

GS-9- Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that regional service lines are responsible for, 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.Working knowledge/experience which is demonstrated by: Participating in informal discussions with customers to see how well you are currently meeting their needs Assisting in creating tips in avoiding some of the top problems raised by customers Researching new forms of technology that help meet customer's needs.

GS-9- 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.Working knowledge/experience which is demonstrated by: Working with superiors in creating a communication plan to keep supervisor and team up-to-date on business issues and deliverables. Working with team to open communication channels assisting in overcoming bottlenecks and encourages flexibility. Working to provide opportunities for team to be involved in planning and implementation so that their commitment to change is increased.

GS-9- Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.Working knowledge/experience which is demonstrated by: When faced with an issue or problem, breaking the problem down into manageable parts and seeking guidance when needed. Considering various ways the situation can be resolved. Presenting manageable solutions. Before selecting a solution, considering the impact of various choices on the IT environment and the personnel involved.

OR  

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 in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management -OR- 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 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. A transcript (official or unofficial) or course listing must be submitted with your application package. -OR- A combination of successfully completed graduate education and specialized experience described in question 1 and 2? A transcript (official or unofficial) or course listing must be submitted with your application package. To calculate the combination of education and experience, determine the amount of experience you have as a percentage of the experience required for the grade level.  Then determine the amount of education you have as a percentage of the education required for the grade level.  Only education in excess of the amount required for the next lower grade level is qualifying.  Add the two percentages; the total percentage must equal at least 100% to qualify for the grade level.

  

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

 

Ability to communicate effectively, orally, and in writing.

 

Skill to provide comprehensive software, IT (Information Technology) systems, equipment guidance, and/or training to enhance customer knowledge as well as to prevent problematic recurrence of Help Desk tickets.

 

Knowledge in applying IT (Information Technology) methods and procedures.

 

Knowledge of an organization's IT (Information Technology) infrastructure, IT security principles, and applying customer support concepts and methods. 

 

PHYSICAL REQUIREMENTS:  The work is sedentary and active, requiring walking throughout 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 encouraged. There 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 excepted appointing authorities for persons with qualifying disabilities, such as Schedule A. Specific information can be found at http://www.opm.gov/disability/peoplewithdisabilities.asp.  IMPORTANT: If you would like to receive consideration as a Schedule A applicant, you must contact the Human Resources office at the facility where this position is located at (513)475-6361x5223.

 



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/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.  

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, October 29, 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: 980441.  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)918-3300
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-14-DLe-980441

Control Number:

353666800