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    Summary

    This position is in the Office of Information Technology (OIT), IT Operations and Service (ITOPS), End User Operations (EUO) and is located at a Veteran Affairs (VA) facility. Work 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 of the specific VA facility assigned.

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    Responsibilities

    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

    This is a bargaining unit position.

    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.

    Work Schedule: Full Time - 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
    Virtual: This is a virtual position. You will be required to work at a VA facility.
    Position Description Title/PD#: Information Technology Specialist (Customer Support)/ PD15263A, PD15264A, and PD15265A
    Relocation/Recruitment Incentives: Not Authorized
    Financial Disclosure Report: Not Required
    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.

    This position involves a multi-grade career ladder. The major duties listed below represent the full performance level of GS-11. At the GS-07grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-11. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, availability of higher level work, and availability of funds. Promotion is not guaranteed and no promise of promotion is implied.

    Major Duties:
    • Resolving customer related technical software and hardware problems.
    • Diagnosing and/or resolving problems in response to a customer reported incident via trouble tickets.
    • Planning and delivery of IT customer support services.
    • Submitting recommendations to improve the efficient use of the system and responding to special requests for system data.
    • Maintaining and updating system files necessary to control all aspects of system operations and access.
    • Performing other related duties and responsibilities as assigned/required.

    Travel Required

    Occasional travel - Occasional travel may be required on short notice.

    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/605745500. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.