U.S. Department of Veterans Affairs - Agency Wide
Job Location: Veterans Affairs, Veterans Health Administration, Iowa City, IA, 52240, USA
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Jobs In It Special Iowa City
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| Jobs In It Special
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. The incumbent is 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 Help Desk activities; and configuring devices and software applications following established procedures. Provides account management support, client connectivity support and client application support for various devices; and remains current with changing IT technologies via sponsored VA training and/or through personal education.
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* Works on the development, implementation, and management of Information Technology (IT) processing systems, including mini and micro based computer systems networked together in local and wide area networks and interfaced to mainframe computers
* Supports the operation of systems/pilot testing of new systems; to include: baseline compliance; patch management; studying documentation provided with new or revised software and taking steps to install software; monitoring the use of disk space; preparing routine workload reports showing system use and available capacity; submitting recommendations to improve the efficient use of the system; and responding to special requests for system data and similar
* Reviews proposed changes to the client operating environment; suggests resolutions that are most likely to be used on a regular basis; trains lower graded IT Specialists in account management procedures; and evaluates usage patterns.
* Maintains inventory of local application systems and software/hardware used; conducts physical inventory as required of IT equipment throughout the facility
* Provides site support, to include racking/stacking/swapping and connecting equipment, monitoring status, and performing other physical actions on the equipment; manages and maintains patch cables in facility computer rooms and closets
* Provides feedback on problematic trends and patterns in technical support; develops and maintains problem tracking and resolution databases ensuring accurate records are filed.
**Work Schedule:** Monday-Friday 8:00 AM-4:30 P.M.
This position supports 24/7 operations throughout the calendar year. Work is typically performed on the day shift; however, the candidate may be subject to overtime work, shift work and/or work on rotating shifts to include evenings, weekends, and holidays.
**Position Description Title/PD#: #15264A (GS-9) & #15265A (GS-11)**
**Physical Requirements:** The work is both sedentary and active, requiring walking throughout the medical center. Duties may require lifting, carting and carrying computer equipment such as monitors and printers weighing 20-40 pounds. There may be limited crawling under desks and behind areas to gain access to equipment.
**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.
### Travel Required
Occasional travel - You may be expected to travel for this position.
##### Supervisory status
##### Promotion Potential
* #### Job family (Series)
2210 Information Technology Management
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### Conditions of Employment
* You must be a U.S. citizen to apply for this job.
* Subject to a background/suitability investigation.
* Designated and/or random drug testing may be required.
* May serve a probationary period.
* Selective Service Registration is required for males born after 12/31/1959.
* A complete application package; Resume, Transcripts, etc.
* Selected applicants will be required to complete an online onboarding process.
**To qualify for this position,** applicants must meet all requirements by the closing date of this announcement.
**GS-09 grade level:** One year of specialized experience (equivalent to the GS-07 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes:applying customer support concepts, methods, and procedures to troubleshoot and recover systems and files; reviewing, validating, and standardizing problem resolutions for inclusion in a problem resolution database; applying IT methods in troubleshooting and data analysis techniques to coordinate customer support activities sufficient to receive, respond to, and ensure complete resolution of complex issues; completing routine validation of assets, reports of survey, and proper data removal and hardware turn-in; serving as senior customer technical analyst responsible for resolving the most complex customer problems; providing comprehensive software, IT systems, and hardware training to enhance customer knowledge.
**GS-11 grade level :**You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Specialized experience includes: providing a variety of IT customer support services essential to the effective performance of IT systems; providing customer assistance for systems issues that may include troubleshooting, installing, and removing files; maintaining an IT support ticketing system/ tracking system; maintaining local applications and systems to ensure software and hardware information integrity; conducting physical inventory as required of IT equipment throughout a facility's installed operating systems, network systems, applications, protocols, and equipment; installing, configuring, and testing software on customer workstations and peripheral devices.
**Applicants may substitute education for the experience required.
Substitute education for the specialized experience required for the GS-09 level** Possess 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 degree.
**Substitute education for the specialized experience required for the GS-11 level**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.
Applicants may also combine education and specialized experience to qualify at the GS-9/11 grade levels. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
**You must have IT-related experience demonstrating each of the four competencies listed below.**
**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:** Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/.
U.S. Department of Veterans Affairs - Agency Wide
Website : http://www.va.gov/
The Veterans Health Administration is home to the United States’ largest integrated health care system consisting of 152 medical centers, nearly 1,400 community-based outpatient clinics, community living centers, Vet Centers and Domiciliaries. Together these health care facilities and the more than 53,000 independent licensed health care practitioners who work within them provide comprehensive care to more than 8.3 million* Veterans each year.