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    DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.201) for this occupation.

    This is an OPEN & CONTINUOUS announcement. Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available. Applications will remain on file until June 30, 2021.

    NOTE: The salary shown in this announcement is based on the Rest of the US pay scale. Actual salary will be determined by location of employment.

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    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)

    These positions are in the Office of Information Technology (OIT), IT Operations and Services (ITOPS) and are located at a VA facility within VISN 7.

    Duty Description: As an IT Specialist (Customer Support), you will provide a variety of Information Technology (IT) customer support services essential to the effective performance of Veterans Administration (VA) Systems. The work involves the planning and delivery of technical support services, including troubleshooting, installation, removals, moves, systems knowledge and assistance in response to customer requirements. Duties include, but are not limited to:

    • 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
    • Managing moves and/installations of IT equipment to assure coordination of IT support and customer service
    • 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
    Work Schedule: This 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 Schedule: Not Available
    Telework: Not Available
    Position Description Title/PD#: Information Technology Specialist - Customer Support~/15263-A, 15264-A, and 15265-A

    Physical Requirements: The work of the IT Specialist (Customer Support) 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. The work is performed in the facility's computer repair workroom and in various business and/or clinical settings. There will be instances where the employee will need to crawl under/over/behind desks, through various types of furniture to get to the device in need of repair. There is some exposure to circuitry of electronic equipment during bench-top or on-site analysis of problems or testing. In the latter situation, the employee must apply knowledge and reasonable precautions to and personal injury or damage to the equipment. Occasional travel may be required on short notice.

    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

    Not required

    Supervisory status


    Promotion Potential


This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/601119700. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.