This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/493630400. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
This position in the Office of Information Technology (OIT), IT operations and Services (ITOPS), Operations and is located at a VA
facility. The incumbent's 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. The incumbent is also responsible for diagnosing and/or resolving problems in response to customer reported incidents
via trouble tickets; escalating problems to the Lead or Supervisory IT Specialist as appropriate; overseeing IT support ticketing system activities; and coordinating device files for software applications following established procedures. The incumbent provides client application support for various devices. The incumbent serves as a representative of the OIT organization in the assurance of the Department's mission and complies with VA policies.
Career Ladder GS - 9/11
Work schedule: Monday - Friday; 8 hour shift to begin/end any time between 6 a.m. through 6 p.m.
Compressed/Flexible Schedule: Available
Telework: Not Available
Virtual: This a not virtual position.
Position Description Title/PD#: Information Technology Specialist (Customer Support) 15263A/15264A/15265A.
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
03/12/2018 to 03/27/2018
$57,014 - $83,580 per year
GS 9 - 11
2 vacancies in the following location:
Not required
No
Permanent
Full-Time
11
No
CBEF-10154392-18-WJ
493630400
Family members of a federal employee or uniformed service member who is or was, working overseas.
Current or former competitive service federal employees.
Current excepted service federal employees.
The incumbent works on the development, implementation and management of Information Technology (IT) processing systems. The systems environment includes mini and micro based computer systems networked together in both local and wide area networks and interfaced to mainframe computers. The incumbent works in a multi-vendor IT environment supporting multi-user computer systems. Recommends new or revised operating procedures and controls to meet the operating requirements for system users. Participates with the Chief Information Officer (CIO) in managing the transition to modernized systems. Serves as technical and administrative manager for automated systems, including electronic data processing, word processing and telecommunications systems. Monitors system and device utilization and develops system configurations for both new and existing equipment. Performs system maintenance and repair activities, as well as software and hardware enhancements.
Identifies and breaks down problems using structured problem resolution approaches; and works with network specialists, applications developers, system administrators and security specialists to prevent recurring problems. Documents solutions to problems and recommends fundamental changes to system
configurations to prevent recurrences. Coaches junior IT Specialists in resolving the highly complex IT problems and systems issues.
Provides a variety of IT customer support services essential to the effective performance of VA systems. The work involves the planning and delivery of technical support services, including troubleshooting, installation, removal, moves, systems knowledge assistance and/or training in response to customer
requirements. Ensures IT support ticketing system tracking and asset information is accurate; and that telecommunications closets are organized when adding or removing patch cabling.
Provides site support to service line. Site support includes racking/stacking/swapping and connecting equipment, monitoring status, and performing other physical actions on the equipment as instructed by the Service Line. Manages and maintains patch cables in facility computer rooms and closets.
Provides feedback on problematic trends and patterns in technical support to team leads and/or supervisor. Develops and maintains problem tracking and resolution databases ensuring accurate records are filed.
Knowledge of existing IT systems and applications within OI&T and supported VA Facilities including hardware and software configurations, databases, systems linkage and interactions, as well as VA programs and operations. Comprehensive knowledge of these subjects is needed to direct the development of systems configurations for new and existing equipment, to monitor systems and to assure effective device utilization as well as to interpret IT policies, standards, and guidelines.
Knowledge of, and skill in applying a wide variety of applications, operating systems, protocols, and equipment used in customer organizations; and methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems in order to provide advice and assistance to customers; troubleshoot complex problems; and provide support in a manner that minimizes interruptions in customers' ability to carry out critical business activities plan and carry out difficult and complex assignments and develop new methods, approaches, and procedures.
Knowledge of the capabilities and limitations of the computer equipment allocated and capabilities of other available equipment in order to direct or coordinate software and hardware enhancements as well as systems maintenance.
Knowledge and skill are required in equipment systems evaluation techniques to evaluate new and existing computer systems for effectiveness in accomplishing desired objectives, economy of operation and adequacy of security provisions.
Knowledge of the latest developments in technology for OI&T and supported VA Facilities systems is necessary to apprise station management of these matters, to direct the resolution of problems related to these systems, to ensure maximum availability of equipment to all operating elements and direct
modification of existing systems.
Ability to deal effectively, orally and in writing, with others possessing varying levels of knowledge and skill in IT systems is essential in order to coordinate and communicate with appropriate organizational levels on such matters as implementing centrally developed applications and identifying policies/procedures which inhibit or prevent effective office automation. Ability in operations analysis and knowledge of Office of Management and Budget, General Accounting Office and VA policy as it relates to IT security are also necessary.
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.
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.
Selected applicants will be required to complete an online onboarding process.
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.
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.
For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
If you are unable to apply online view the following link for information regarding an Alternate Application.
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.
To apply for this position, you must provide a complete Application Package which includes:
Résume: For each job/position listed, you must include a job title, detailed duties, month and year for each start/end date and if full-time or part-time status with the number of hours worked each week.
Responses to the questionnaire.
Transcript(s): If you are using education to qualify for this position, you must submit a copy of your college transcript(s).
IT Certification: If you currently have an IT Certification and want it to be considered for your qualifications, you must submit a copy of the active certification.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. 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.
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. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
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 3/24/2018 to receive consideration. To preview the questionnaire click.
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.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/493630400. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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The Atlanta VAMC has 405 authorized inpatient beds (273 hospital, 120 Community Living Center and 12 PRRTP) and is a tertiary care facility classified as a Complexity Level 1A facility. It is a teaching hospital, providing a full range of patient care services complete with state-of-the-art technology, education and research. Comprehensive health care is provided through emergency medicine, primary care, tertiary care, and long-term care in the areas of medicine, surgery, mental health, physical medicine and rehabilitation, neurology, oncology, dentistry, geriatrics, and extended 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.