OUR MISSION: To fulfill President Lincoln's promise "To care for him who shall have borne the battle, and for his widow, and his orphan" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?
VA Northern Indiana Health Care Systems is larger than just a single facility. It is a fully integrated medical care facility with dual campuses in Marion and Fort Wayne along with Community Based Outpatient Clinics (CBOCs), in Goshen, South Bend, Mishawaka, Peru and Muncie, Indiana serving a combined VA mission where military retirees, and eligible veterans receive health care.
Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.
Summary
OUR MISSION: To fulfill President Lincoln's promise "To care for him who shall have borne the battle, and for his widow, and his orphan" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?
VA Northern Indiana Health Care Systems is larger than just a single facility. It is a fully integrated medical care facility with dual campuses in Marion and Fort Wayne along with Community Based Outpatient Clinics (CBOCs), in Goshen, South Bend, Mishawaka, Peru and Muncie, Indiana serving a combined VA mission where military retirees, and eligible veterans receive health care.
Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.
This position may be filled at the GS-07, GS-09 or GS-11 grade level. The full performance level of this position is a GS-11.
Two positions are open with the Information Technology and Operations Service. The Information Technology Specialist is part of the customer support team performing installation, maintenance, testing and troubleshooting tasks in support of the facility computer users. This work involves the planning and delivery of customer support services, performing a combination of duties; phone support, desk-side technical support and bench-top diagnosis and repair. 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. The incumbent is also responsible for diagnosing and/or resolving problems in response to customer reported incidents via IT support tickets; escalating problems to senior IT Specialists as appropriate; providing user management account support; and coordinating device files for software applications following established procedures. Provides Active Directory and other VA system account support, connectivity client support, client application support for various devices; and remains current with changing IT technologies via sponsored VA training and/or through personal education. The incumbent serves as a representative of the OIT organization in the assurance of the Department's mission and complies with VA policies.
Work schedule: Two shifts are available; Monday-Friday (8:30-5:00) and Tuesday-Saturday (7:00-3:30) Compressed/Flexible Schedule: Not Available Telework: Not Available Virtual: This is not a virtual position Position Description Title/PD#: Information Technology Specialist(Customer Support) / 00220-A, 00221-A, 00222-A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required Bargaining Unit: YES
Designated and/or random drug testing may be required
Selective Service Registration is required for males born after 12/31/1959
You may be required to serve a probationary period
Subject to background/security investigation
Specialized Experience Requirement
Time in Grade Requirement
Competency Requirement
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.
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 onsite 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.
Selected applicants will be required to complete an online onboarding process.
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/31/2018.
Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-07 position you must have served 52 weeks at the GS-05. For a GS-09 position you must have served 52 weeks at the GS-07. For a GS-11 position you must have served 52 weeks at the GS-09. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.
Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.
GS-07: To qualify at this level your resume must demonstrate one year of specialized experience that equipped you with the knowledge, skills, and abilities to perform the duties of an IT Specialist (Customer Support) at the GS-07 grade level. This experience must have been equivalent to at least the GS-05 level in the Federal service. Examples of specialized experience include: planning and delivery of customer support services; phone support, desk-side technical support and bench-top diagnosis and repair; resolving customer related software and hardware problems; following agency policy and established procedures. OR,
Education: One full year of graduate level education or superior academic achievement (education must meet the requirements noted above).OR,
Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and qualifying graduate level education.
GS-09: To qualify at this level your resume must demonstrate one year of specialized experience that equipped you with the knowledge, skills, and abilities to perform the duties of an IT Specialist (Customer Support) at the GS-09 grade level. This experience must have been equivalent to at least the GS-07 level in the Federal service. Examples of specialized experience include: diagnosing and resolving problems in response to customer reported incidents; overseeing IT support ticketing system activities; coordinating device files for software applications according to established procedure; representing the IT organization in the assurance of the department's mission; supporting the operating system (and pilot testing of new systems) in accordance with documented procedure; configuring access ports for connecting users to the LAN. OR,
Education: A masters degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree (education must meet the requirements noted above).OR,
Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and more than one year of qualifying graduate level education.
GS-11: To qualify at this level your resume must demonstrate one year of specialized experience that equipped you with the knowledge, skills, and abilities to perform the duties of an IT Specialist (Customer Support) at the GS-11 grade level. This experience must have been equivalent to at least the GS-09 level in the Federal service. Examples of specialized experience include: development, implementation and management of IT processing systems; recommending new or revised operating procedures; managing the transition to new operating systems; monitoring system and device utilization; developing system configurations for both new and existing equipment; performing system maintenance and repair activities. OR,
Education: Or a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree (education must meet the requirements noted above).OR,
Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and qualifying graduate level education above a Master's degree.
AND, in addition to the experience/education described above, you must have IT-related experience demonstrating each of the four competencies listed below which must be supported by your resume and other application materials.
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.
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
A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement). Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html. All education claimed by applicants will be verified by the appointing agency accordingly. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.
Additional information
Receiving Service Credit or 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.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
This job opportunity announcement may be used to fill additional vacancies.
Best Qualified VANIHCS employees will be given first consideration. Best qualified employees are current VA Region 3 Office of Information and Technology employees with competitive status or eligible under an OPM Interchange Agreement.
Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
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.
Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
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.
To apply for this position, you must provide a complete Application Package which includes:
Resume - Your resume should include a description of job duties, beginning and ending date (month/year) of employment, and average hours worked per week. Descriptions of job duties must be sufficiently detailed to document the level of your experience.
Responses to the Assessment Questionnaire (this is part of your on-line application process).
SF-50 - Ifyou are a current or former Federal Employee - Most recent SF-50-Notification of Personnel Action.
DD-214 - Ifyou are a veteran - DD-214-Honorable Discharge/Release from Active Duty (Member 4 copy).
SF-15 - If you are a veteran claiming preference - SF-15-Application for 10 point veteran preference (form can be found at: (www.opm.gov/forms), VA Regional Office letter -If claiming 10-point veteran preference.
Schedule A Letter - If you are applying under Schedule A - Schedule A Letter Issued from a licensed medical professional (e.g., a physician or other medical professional duly certified by a State, the District of Columbia, or a U.S. territory, to practice medicine); a licensed vocational rehabilitation specialist (i.e., State or private); or any Federal agency, State agency, or an agency of the District of Columbia or a U.S. territory that issues or provides disability benefits.
Transcript(s) - Ifyou are using education to qualify.
Applicants may also submit the following supporting document type(s), which may not be required for all applicants:
Cover Letter
OF-306
Other
Other Veterans Document
Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 01/31/2018 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10114793.
To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
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 USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application 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 USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Northern Indiana HCS
1700 East 38th Street
Marion, IN 46953
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
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.
To apply for this position, you must provide a complete Application Package which includes:
Resume - Your resume should include a description of job duties, beginning and ending date (month/year) of employment, and average hours worked per week. Descriptions of job duties must be sufficiently detailed to document the level of your experience.
Responses to the Assessment Questionnaire (this is part of your on-line application process).
SF-50 - Ifyou are a current or former Federal Employee - Most recent SF-50-Notification of Personnel Action.
DD-214 - Ifyou are a veteran - DD-214-Honorable Discharge/Release from Active Duty (Member 4 copy).
SF-15 - If you are a veteran claiming preference - SF-15-Application for 10 point veteran preference (form can be found at: (www.opm.gov/forms), VA Regional Office letter -If claiming 10-point veteran preference.
Schedule A Letter - If you are applying under Schedule A - Schedule A Letter Issued from a licensed medical professional (e.g., a physician or other medical professional duly certified by a State, the District of Columbia, or a U.S. territory, to practice medicine); a licensed vocational rehabilitation specialist (i.e., State or private); or any Federal agency, State agency, or an agency of the District of Columbia or a U.S. territory that issues or provides disability benefits.
Transcript(s) - Ifyou are using education to qualify.
Applicants may also submit the following supporting document type(s), which may not be required for all applicants:
Cover Letter
OF-306
Other
Other Veterans Document
Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 01/31/2018 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10114793.
To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
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 USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application 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 USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Northern Indiana HCS
1700 East 38th Street
Marion, IN 46953
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
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.
