• Help

    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?

    The VA Black Hills Health Care System (VA BHHCS) is located in the beautiful Black Hills of Western South Dakota. South Dakota has No State Income Tax, has been named one of the Happiest and Safest States in the nation, is home to Top Ten Scenic Drives and Top Ten National Forests, features an Outdoor Life's Top City for Outdoor Enthusiasts and hosts the legendary annual Sturgis Motorcycle Rally.

    VA BHHCS is where we live and work in rural small town settings, only minutes from Rapid City's shopping, dining, cultural, and entertainment venues. We offer rich history, including Mammoths and Prehistoric Civilizations, the 7th Cavalry, Deadwood, and Mount Rushmore. Hiking, fishing, rock climbing, canoeing, water skiing, golf, snowmobiling, hunting, camping, downhill and cross country skiing, motorcycling--the opportunities are endless.

    VA BHHCS is a multi-campus health care system, with approximately 1300 employees, providing primary care, acute medicine, surgery, behavioral health, nursing home and domiciliary care from medical centers located at Fort Meade and Hot Springs, South Dakota as well as a staffed Community Based Outreach Clinic in Rapid City and numerous contracted and staffed clinics in Western South Dakota, Northern Nebraska and Eastern Wyoming. The VA BHHCS is part of VA Midwest Healthcare System (VISN 23), which includes facilities in Minnesota, North Dakota, Iowa, Nebraska, and South Dakota.

    Learn more about this agency

    Responsibilities

    The work of this position involves the planning and delivery of customer support services. The primary duties and responsibilities include providing Point of Care Customer Service, resolving customer related technical software and hardware problems in accordance with established policies and procedures. The incumbent 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 Specialist as appropriate; overseeing Help Desk activities; and configuring devices and software applications following established procedures. Provides account management support, client connectivity support and client application support for various devices; and remains current with changing IT technologies via sponsored VA training and/or through personal education. Duties include, but are not limited to, the following:
    *works on the development, implementation, and management of Information Technology (IT) processing systems, including mini and micro based computer systems networked together in local and wide area networks and interfaced to mainframe computers
    *supports the operation of systems/pilot testing of new systems; to include: baseline compliance; patch management; studying documentation provided with new or revised software and taking 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 and similar
    *reviews proposed changes to the client operating environment; suggests resolutions that are most likely to be used on a regular basis; trains lower graded IT Specialists in account management procedures; and evaluates usage patterns
    *identifies and breaks down problems using structured problem resolution approaches; and works with network specialists, applications developers, system administrators and security specialists to prevent recurring problems
    *maintains inventory of local application systems and software/hardware used; conducts physical inventory as required of IT equipment throughout the facility
    *participates in OIT oriented emergency preparedness activities, and assists with Disaster Recovery Plans and/or Information System Contingency Plans updates and tests
    *provides site support, to include racking/stacking/swapping and connecting equipment, monitoring status, and performing other physical actions on the equipment; manages and maintains patch cables in facility computer rooms and closets
    *provides feedback on problematic trends and patterns in technical support; develops and maintains problem tracking and resolution databases ensuring accurate records are filed
    *provides site support and assistance to telecommunications managers and IP telephones

    Work Schedule: Normally 7:30 AM - 4 PM, Monday - Friday, Full-time, 40 hours per week. NOTE: This position supports 24/7 operations throughout the calendar year. Work is typically performed on the day shift; however, the candidate may be subject to overtime work, shift work and/or work on rotating shifts to include evenings, weekends, and holidays.
    Position Description Title/PD#: IT Specialist (Customer Support) / #15263A (GS-7), #15264A (GS-9), & #15265A (GS-11)
    Location: Hot Springs, SD, VA Black Hills Health Care System, IT Service
    NOTE: This position does not require a financial disclosure. This is not a virtual position.

    Travel Required

    Occasional travel - Travel may be required to other VA Black Hills sites

    Supervisory status

    No

    Promotion Potential

    11

    Who May Apply

    This job is open to…

    Status Candidates (Merit Promotion and VEOA Eligibles)

    Questions? This job is open to 2 groups.

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/490903000. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.