This position in the Office of Information Technology (OIT), Area Operations and is assigned to one of the OI&T Field Offices. The primary duties and responsibilities include providing Point of Care Customer Service in accordance with established policies and procedures of the specific VA facility assigned. The employee works in a multi-vendor IT environment supporting multi-user computer systems.
Summary
This position in the Office of Information Technology (OIT), Area Operations and is assigned to one of the OI&T Field Offices. The primary duties and responsibilities include providing Point of Care Customer Service in accordance with established policies and procedures of the specific VA facility assigned. The employee works in a multi-vendor IT environment supporting multi-user computer systems.
Please read this public notice in its entirety prior to submitting your application.
Vacancies may not presently exist but may become available at any point during the opening period of this vacancy announcement. We will not review applicant resumes until there is a request to fill a vacancy.
You are applying to a public notice to fill current and future vacancies. Please note, there may or may not be actual/projected vacancies when you submit your application. Your resume and any supporting documentation will be retained with other applicants and reviewed as vacancies occur. You will not receive a notice regarding your application's status other than the initial acknowledgment until a request is received to fill a position.
Once a request to fill a vacancy is received, we will review applicants in increments of 100 in application date order. We will refer qualified applicants to the selecting official for consideration. The organization's hiring need will determine the referral of additional applicants. Applicants will be notified about their application's status if referred or if we fill all vacancies.
This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles.
OPM-Cyber Code - 411-Technical Support Specialist
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
Work Schedule: 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. Compressed/Flexible: Not Available Telework: Is not authorized for this position Virtual: This is not a virtual position. The employee will be stationed at a VA facility. Position Description Title/PD#: 15295A, Lead IT Specialist (CUSTSPT) Relocation/Recruitment Incentives: Not Authorized Financial Disclosure: Not Required Physical Requirements: Work is primarily sedentary but involve intermediate periods of walking, bending, stooping, lifting, carrying, moving (up to 50 pounds) computer components and supplies, reaching, pulling, and working at a keyboard, and monitor.
Major Duties:
Serves as a consultant in the specialty areas that concern a variety of functional operations and provides technical assistance, advice and training related to hardware and software operation to employees and customers.
Serves as the primary source of technical information and support on the evaluation, installation, acquisition and use of PC hardware and software to accomplish assigned functions.
Plans, designs, and carries out projects and analyses of the organization's requirements.
Performs special project management and informational briefings as required that effect customer support disciplines.
Develops usage statistics and evaluates customer service effectiveness, and recommends strategic and operational changes to accommodate new or changed user requirements.
Designated and/or random drug testing may be required
May serve a probationary period
Selective Service Registration is required for males born after 12/31/1959
A complete application package; Resume, Transcripts, etc
Selected applicants will be required to complete an online onboarding process
Qualifications
To qualify for this position, applicants must meet all requirements when a request is received to fill a vacancy.
You may qualify based on your experience, as described below:
Experience - Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.
For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.
Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
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.
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.
Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
AND
Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Specialized experience includes provides technical guidance and resolutions to other technician and customers on complex troubles and projects. Defines strategies, establishes goals and timelines for the completion of projects, tasks, and activities. Provides end user desktop environment and telephone customer support. Uses approved tools and techniques to remotely troubleshoot and resolve end user hardware and software problems. Coaches the team in the selection and application of appropriate problem solving methods and techniques, provides advice on work methods, practice and procedures, and assists the team and/or individual members in identifying the parameters of a viable solution. Provides guidance over information technology security requirements.
Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
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.
Education
This job does not have an education qualification requirement.
Additional information
VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at https://www.opm.gov/.
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 employee's 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.
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
Please review the above list(s) to ensure you have included all necessary documents required for your application.Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees).You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.
Veterans' Preference: Since the Direct-Hire Recruitment Authority is being used, traditional Veterans' Preference rules do not apply. Qualified veterans will, however, be given full consideration for this position.
Applications are accepted online. Applying online will allow you to review and track the status of your application.
To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on 12/31/2021 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/11078444.
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 Submit My Answers to submit your application package.
NOTE: 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.
DAS Information and Technology - 103
810 Vermont Avenue NW
Washington, DC 20420
US
Next steps
After you submit your complete application package, you will receive a notification informing you that the application you submitted has been received.
You will not receive any additional notifications and your resume will not be reviewed for qualifications until a position is requested to be filled. If a request is received to fill a position, applicants will be evaluated to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) will be issued, and applicants will be notified of their status by email. You may be contacted if further evaluation or interviews are required or upon selection.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Please review the above list(s) to ensure you have included all necessary documents required for your application.Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees).You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.
Veterans' Preference: Since the Direct-Hire Recruitment Authority is being used, traditional Veterans' Preference rules do not apply. Qualified veterans will, however, be given full consideration for this position.
Applications are accepted online. Applying online will allow you to review and track the status of your application.
To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on 12/31/2021 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/11078444.
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 Submit My Answers to submit your application package.
NOTE: 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.
DAS Information and Technology - 103
810 Vermont Avenue NW
Washington, DC 20420
US
Next steps
After you submit your complete application package, you will receive a notification informing you that the application you submitted has been received.
You will not receive any additional notifications and your resume will not be reviewed for qualifications until a position is requested to be filled. If a request is received to fill a position, applicants will be evaluated to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) will be issued, and applicants will be notified of their status by email. You may be contacted if further evaluation or interviews are required or upon selection.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
