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    Duties

    Summary

    This position in the Office of Information Technology (OIT), Area Operations and is located at Chalmers P Wylie VA Ambulatory Care Center. As an IT Specialist (Customer Support), your work involves the planning and delivery of technical support services, including troubleshooting, installation, removals, moves, systems knowledge and assistance in response to customer requirements.

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    Responsibilities

    Major duties are as follows:

    • 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
    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)

    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.

    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.
    Telework: Not available
    Virtual: This is not a virtual position.
    Position Description/PD#: IT Specialist (Customer Support)/PD15265A, PD15264-A, and PD15263-A
    Relocation/Recruitment Incentives: Not authorized
    Financial Disclosure Report: Not required

    Travel Required

    Occasional travel - You may be expected to travel for this position.

    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/601746400. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.