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    Duties

    Summary

    The Information Technology Specialists perform a combination of duties; technical security, phone support, security technical support to Area Managers, other End User Operations (EUO) staff in the District, diagnosis and remediation of identified security vulnerabilities. The primary duties and responsibilities include resolving technical security related software and hardware problems in accordance with established policies and procedures.

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    Responsibilities

    This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles: "OPM Cyber Code - Work Role Name Technical Support Specialist, #411." For more information about these work roles, where they fit within the larger Cyber Workforce, and how they can support your unique career journey, please visit the Cyber Career Pathways tool on the National Initiative for Cybersecurity Careers and Studies website (https://niccs.us-cert.gov/workforce-development/cyber-career-pathways)

    This position in the Office of Information Technology (OIT) and located at a VA facility. The incumbent is part of the customer support team performing installation, maintenance, testing and troubleshooting tasks in support of the facility computer users.


    Selective Placement Factor: This position includes a skill, knowledge, ability or other worker characteristic basic to -and essential for- satisfactory performance of the job. Selective Placement Factors are a prerequisite to appointment and represent minimum requirements for a position. Applicants who do not meet it are ineligible for further consideration. Evidence of the Selective Placement Factor must be reflected in your resume.

    The Selective Placement Factor for this position is: Demonstrated experience monitoring, diagnosing, troubleshooting and resolving operating/network systems, hardware and software issues; and take appropriate follow-up action.

    This is an Open and Continuous Vacancy Announcement. Applications will be reviewed and referred to the Hiring Manager every 4 weeks until all vacancies are filled.
    • Ensuring Help Desk tracking and IT asset Information is accurate
    • Ensuring organized data closets when adding or removing patch cabling
    • Supporting telecommunications systems configurations related to Moves, Adds, and Changes (MAC)
    • Diagnosing and resolving problems in response to customer reported incidents
    • Investigating and recommending purchase of tools and technologies to improve responsiveness to customer requirements
    • 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
    • Installing and configuring VA approved software applications
    Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training, as appropriate.

    Preferred Certification: Applicant should have ITIL Foundations (v3 or 2011), CompTIA A+, Network+, and Security + certifications. Please provide a copy of each certification.

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

    Position Description Title/PD#:
    • Information Technology Specialist (Customer Support)/GS-07: 15263-A
    • Information Technology Specialist (Customer Support)/GS-09: 15264-A
    • Information Technology Specialist (Customer Support)/GS-11: 15265-A

    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 encouraged. There may be limited crawling under desks and behind areas to gain access to equipment.


    Promotion Potential: 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 level does not guarantee promotion to the full performance level.

    Travel Required

    Occasional travel - You may be expected to travel for this position or work at an alternate duty station in support of Area Managers and other End User Operations (EUO)

    Supervisory status

    No

    Promotion Potential

    11

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/596493100. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.