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Job Details

It Specialist Customer Support

Company name
U.S. Department of Veterans Affairs - Agency Wide

Salary
$48,403.00 to $62,922.00

Location
Cincinnati, OH

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Open & closing dates

Opening and closing dates

04/13/2018

to

05/04/2018

Salary

$48,403 to $62,922 per year

Pay scale & grade

GS 7

Work schedule

Full-Time

Appointment type

Permanent

Location

1 vacancy in the following location:

Cincinnati, OH

Cincinnati, OH

1 vacancy

Relocation expenses reimbursed

No

This job is open to

The public

U.S. citizens, nationals or those who owe allegiance to the U.S.

Clarification from the agency

ALL US CITIZENS

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Announcement number

CBBC-10179477-18-TBH

Control number

496661700

Duties

Duties

Summary

This is a developmental position to the position of IT Specialist (CUSTSPT), GS-2210-07, and to the full performance level position of IT Specialist (CUSTSPT), GS-2210-11. This position in the Office of Information Technology (OIT), Service Delivery and Engineering (SDE), Facility Operations and is located at the Cincinnati VA facility.

Important note: Application acceptance will be limited to the first 50 applicants.

DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.205) for this occupation.

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?

The Cincinnati VA Medical Center is a two-division campus located in Cincinnati, Ohio and Fort Thomas, Kentucky serving fifteen counties in Southwest Ohio, Northern Kentucky, and Southeast Indiana with six Community Based Outpatient Clinics located in Bellevue, KY; Florence, KY; Lawrenceburg, IN; Hamilton, OH; Clermont County, OH, and Georgetown, OH. Cincinnati VAMC also supports a secondary campus located in Ft. Thomas, Kentucky and two off main campus locations in the Cincinnati area via an Eye Center and Mental Health Outreach Community Division. Cincinnati VAMC is a 1b complexity, clinical referral facility that provides primary care, dentistry, specialty outpatient services, and tertiary care in areas of medicine, surgery, psychiatry, physical medicine and rehabilitation, and neurology. Cincinnati VAMC has an active affiliation with the University of Cincinnati College of Medicine and is connected both physically and functionally to the University. For more information please visit our website at www.cincinnati.va.gov or find us on Facebook at Cincinnati VA Medical Center.

The VA has adopted Core Values and Characteristics that apply universally across the Department. The five Core Values define who we are, our culture, and how we care for Veterans, their families and other beneficiaries. The Values are Integrity, Commitment, Advocacy, Respect and Excellence (I CARE). As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities and leadership positions at your fingertips.

Learn more about this agency

Responsibilities

The IT Specialist (Customer Support) 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. Major duties of the position include, but are not limited to, the following:

Provides Point of Care Customer Service, resolving customer related technical software and hardware problems in accordance with established policies and procedures.

Diagnoses and/or resolves problems in response to customer reported incidents via IT support tickets.

Provides Active Directory and other VA system account support, connectivity client support, client application support for various devices.

Serves as a principal point of contact for resolving customer questions or problems concerning IT automation systems, software and/or hardware problems, password security violations, and network troubles.

Performs customer support services, including installation and configuration of hardware and software for personal computer equipment; troubleshooting, customer assistance and desk-side instructions in response to customer requirements.

Diagnoses and resolves problems; documents problematic trends and patterns in customer support requirements; maintains problem tracking and resolutions, installs, configures, troubleshoots, and maintains hardware and software adhering to information security/assurance policies, principles, and practices in the delivery of customer support services.

Work Schedule: 1st Shift, Mon-Fri, 8:00 am to 4:30 pm

Position Description Title/PD#: IT Specialist (Customer Support)/15263A

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.

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

Not required

Supervisory status

No

Promotion Potential

11

Job family (Series)

2210 Information Technology Management

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Computer Network Support Specialists

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Specialists, Computer Network Support

Specialists, Computer Security

Requirements

Requirements

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.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement.

GS-07 grade level: For the GS-07 I have: One (1) full year of graduate level education. This education must demonstrate the competencies / knowledge, skills, and abilities necessary to do the work. (UNOFFICIAL TRANSCRIPTS REQUIRED) ~OR~

A credential that include Superior Academic Achievement (SAA) at the baccalaureate level in the coursework detailed above is fully qualifying. Applicants who wish to apply under this provision must submit proof from their educational institution that they meet one of the criteria listed below. To qualify for SAA, applicants must have completed all the requirements for a bachelor's degree as described above under Basic Requirements and meet one of the following:

1. A grade-point average of B (a GPA of 2.95 or higher out of a possible 4.0) for all completed undergraduate courses, or those completed in the last two years of undergraduate study.

2. A grade point average of B (a GPA of 3.45 or higher out of a possible 4.0) for all courses in your major field of study, or those courses in your major completed in the last two years of undergraduate study.

3. Rank in the upper one-third of your class in the college, university or major subdivision.

4. Membership in a national honor society (other than freshman honor societies) recognized by the Association of College Honor Societies. (UNOFFICIAL TRANSCRIPTS REQUIRED) ~OR~

For the GS-7, One (1) year of specialized experience equivalent to the next lower grade level (GS-5) in Federal Service. Examples of qualifying specialized experience include: planning and delivering technical support services including troubleshooting, installing, removing, and using computers, operating systems, laptops, printers, scanners and other peripheral devices; providing group and one on one systems/software applications training to customers; providing on the job customer support, IT and help desk technical training to subordinate IT staff; reviewing, updating and making recommendations on additions to databases; diagnosing and resolving problems in response to customer reported incidents; and documenting and providing feedback on problematic trends and patterns. In addition you must have IT related experience in the four competency areas (Attention to Detail, Customer Service, Oral Communication, and Problem Solving).

ATTENTION TO DETAIL: Plans and delivers technical support services, including troubleshooting, installation, removals, moves, systems knowledge assistance and/or training in response to customer requirements. Ensures Help Desk tracking and asset information is accurate, and that data closets are organized when adding or removing patch cabling. CUSTOMER SERVICE: Maintains a positive attitude while providing customer-focused support. Has a customer is always right mentality. Provides group and one-on-one systems/software applications training to customers as required or requested. Provides on the job customer support and IT and Help Desk technical training to lower graded IT Specialist. Diagnoses and resolves problem in response to customer reported incidents.

ORAL COMMUNICATION: Provides group and one on one systems/software applications training to customers as required or requested. Provides on the job customer support and IT and Help Desk technical training to lower graded IT Specialist. Trains lower graded IT Specialists in using the database. Investigates and recommends purchase of improved knowledge base tools and technologies. Provides feedback on problematic trends and patterns in technical support to team leads and/or supervisor.

PROBLEM SOLVING: Reviews proposed additions to a database. Suggests resolutions that are most likely to be used on a regular basis. Reviews the content of a database on a regular basis to clear duplicate and outdated responses. Evaluates usage patterns and recommends methods for improving the functionality of the problem resolution knowledge base. Develops and maintains problem tracking and resolution databases ensuring accurate records are filed. Diagnoses and resolves problems in response to customer reported incidents. Documents and provides feedback on problematic trends and patterns associated with customer support including viable recommendations for improvement. Identifies and breaks down problems using structured problems resolution approaches and works with network specialists, applications developers and security specialists to prevent recurring problems. Assists the more experienced IT Specialists in resolving the more highly complex IT problems and unyielding systems issues.

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.

Education

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/

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

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at https://www.opm.gov/

Receiving Service Credit for 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.

This job opportunity announcement may be used to fill additional vacancies.

Alternate Application: If you are unable to apply online view the following Alternate Application Information instructions at https://help.usastaffing.gov/Apply/index.php?title=Alternate_Application_Information

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. Applicants will be referred in alphabetical order.

Background checks and security clearance

Security clearance

Other

Required Documents

Required Documents

Documents Accepted:

Resume

SF-50

Transcript

Documents Required:

Resume

Please review the above list(s) to ensure you have included all necessary documents required for your application.Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees).You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.

Veterans' Preference: Since the Direct-Hire Recruitment Authority is being used, traditional Veterans' Preference rules do not apply. Qualified veterans will, however, be given full consideration for this position.

Applications are accepted online. Applying online will allow you to review and track the status of your application.

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.

Benefits

Benefits

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 occupational questionnaire and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on 05/04/2018 to receive consideration.

1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.

2. 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 USAJOBS account, https://my.usajobs.gov/Account/Login

, select the Application Status link and then select the More Information link for this position. The Details 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 USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

Agency contact information

Tamiko Brown-Howell Tamiko Brown-Howell

Phone

(513) 559-3574

Email

tamiko.brown-howell@va.gov

Address

Cincinnati VA Medical Center

3200 Vine Street

Cincinnati, OH

US

Learn more about this agency

Next steps

After the vacancy announcement closes, applicants are evaluated 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.

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 and hiring process 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

Financial suitability

Social security number request

Privacy Act

Signature and false statements

Selective Service

New employee probationary period

Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.

federalgovernmentjobs.us

Company info

U.S. Department of Veterans Affairs - Agency Wide
Website : http://www.va.gov/

Company Profile
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.

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