Information Technology Specialist (Cust Spt)
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?
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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
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 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.
25% or less - You may be expected to travel for this position.
#### Job family (Series)
2210 Information Technology Management
Analysts, Information Security
Analysts, Network Security
Information Security Analysts
Conditions of Employment
You must be a U.S. Citizen to apply for this job
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
You must be proficient in spoken and written English as required by 38 U.S.C. 7402(d).
Applicants must have One year of specialized experience equivalent to at least the next lower grade (GS-5) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, working knowledge of office automation software, e-mail configuration, terminal emulation packages and network printer configuration.
Possess at least one year of specialized experience at the next lower grade level GS-07). Examples of specialized experience would include:
* Possessing in depth knowledge of the organization's Information Technology infrastructure;
* Applying customer support concepts and methods sufficient to installing, configuring, and testing software on customer workstations;
* Applying Information Technology methods and procedures for documenting resolutions, maintaining problem resolution databases,
* Troubleshooting and data analysis techniques and coordinating customer support activities sufficient to receive, responding to and ensuring complete resolution of the more complex Help Desk call;
* Providing comprehensive software, Information Technology systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent problematic recurrences of Help Desk Inquiries.
Possess at least one year of specialized experience at the next lower grade level (GS-09). Examples of specialized experience would include:
Applying customer support concepts and methods;
Installing operating systems, network systems, applications, protocols, and equipment; and the Information Technology infrastructure sufficient to serve as senior customer technical analyst responsible for resolving the most complex customer problems;
Applying customer support concepts and practices and new customer support technologies sufficient to evaluating and reporting on new information technology tools and trends related to customer support services;
Recommending purchase of new tools to enhance the delivery of customer support services;
Applying customer support concepts and methods; procedures for troubleshooting and recovering systems and files; and customer organizations Information Technology infrastructures sufficient to review, validate, and standardize problem resolutions for inclusion in the problem resolution database;
Possessing in depth knowledge of the organization's Information Technology infrastructure; Information Technology security principles and skill in applying customer support concepts and methods sufficient to install, configure, and test software on customer workstations and peripheral devices;
Applying Information Technology methods and procedures for documenting problem resolution, troubleshooting and data analysis techniques as well as coordinating customer support activities sufficient to receive, responding to and ensuring complete resolution of complex Issues beyond what a Help Desk can resolve.
In addition to the specialized experience described above, you must have IT-related experience in each of the following four competencies listed below which must be supported by the information contained in your resume and other application materials.
ATTENTION TO DETAIL:
Reviews moderately complex data from multiple sources and determine relevant information to a given situation. Drafts, edits, and disseminates written reports and status updates that are factual, timely and relatively error free.
Maintains relationships with customers with diverse needs. Provides moderately technical or complex information about products and services. Assesses customers' needs and identifies products and/or services to meet their needs. Resolves fairly complex or non-routine problems, questions, or complaints; directs the most complex problems, questions, or complaints to the appropriate person.
Communicates, explains or defends complex information technology ideas and information clearly and adapts to the audiences level of knowledge. Thoughts are well organized. Listens to others, and recognizes potential miscommunications.
Uses logic to identify alternatives to solve complex or sensitive technological problems; anticipates problems and identifies and evaluates potential sources of information and generates alternatives to solve problems where precedents do not exist.
To substitute for the GS-9:
A master's 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 in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management -OR- a master's 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 that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. A transcript (official or unofficial) or course listing must be submitted with your application package.
To substitute for the GS-11:
Possess 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 in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management-OR-Ph.D. or equivalent doctoral degree or 3 fully years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development and adaptation of applications, systems or networks. A transcript (official or unofficial) or course listing must be submitted with your application package.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Knowledge of developments and new applications of Information technology (hardware, software, telecommunications), emerging technologies and their applications to business processes, and applications and implementation of information systems to meet organizational requirements.
Knowledge of procedures for developing technical and operational support documentation.
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.
Technical Problem Solving:
Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.
Knowledge of computer network, desktop, and mainframe operating systems and their applications.
Background checks and security clearance
Public Trust - Background Investigation
Drug test required
To apply for this position, you must provide a complete Application Package which includes:
Unofficial Transcripts (if using Education)
SF-50 (to show you are a current, Federal employee / or have prior Federal service)
DD 214 (if you are a Veteran)
SF-15 (if you are a Veteran)
NOTE: It is your responsibility to verify all required documentation is uploaded
If you are relying on your education to meet qualification requirements:
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.
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. Learn more about federal benefits.
Review our 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 to Apply
How to Apply
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 (EST) on 08/23/2018 to receive consideration.
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,
****select the Application Status link
Bob Stump VA Medical Center
500 Highway 89 North
Prescott, AZ 86313
Learn more about this agency
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 & Transparent
Fair & Transparent
The Federal hiring process is setup to be fair and transparent. Please read the following guidance.
Equal Employment Opportunity Policy
The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
Equal Employment Opportunity (EEO) for federal employees & job applicants
Reasonable Accommodation Policy
Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.
Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:
An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.
You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.
Learn more about disability employment and reasonable accommodations or how to contact an agency.
Legal and regulatory guidance
Social security number request
Signature and false statements
New employee probationary period
This job originated on ****For the full announcement and to apply, visit ****Only resumes submitted according to the instructions on the job announcement listed at ****will be considered.
Open & closing dates:
08/09/2018 to 08/23/2018
Pay scale & grade:
GS 7 - 11
$47,686 to $81,400 per year