Information Technology Specialist

Job Summary

This position is in the Office of Information Technology (OIT), End User Services (EUS), End User Operations (EUO) and is located at a Veteran Affairs (VA) facility. 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.

Key Responsibilities

• Resolving customer related technical software and hardware problems.
• Diagnosing and/or resolving problems in response to a customer reported incident via trouble tickets.
• Planning and delivery of IT customer support services.
• Submitting recommendations to improve the efficient use of the system and responding to special requests for system data.
• Maintaining and updating system files necessary to control all aspects of system operations and access.

Requirements

• You must be a U.S. citizen to apply for this job.
• Subject to a background/suitability investigation.
• May serve a probationary period.
• Selective Service Registration is required for males born after 12/31/1959.
• You must submit a complete application package; )Resume, Transcripts, etc.)
• Selected applicants will be required to complete an online onboarding process.
• To be considered for this position, applicants must complete all required steps in the process.
• A pre-placement physical is not required. The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.

Qualifications

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

This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience.

EDUCATION: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or 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.

OR

EXPERIENCE: For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.2. 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.3. 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.4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

AND

Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade in the normal line of progression for the occupation in the organization.

For the GS-07, you must have one year of specialized experience equivalent to the GS-05 level that includes applying IT principles, methods, and practices in the customer service and customer support area to identify and resolve issues and problems.

For the GS-09, you must have one year of specialized experience equivalent to the GS-07 level that includes planning and delivering customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements; troubleshooting, recovering, adjusting, modifying, and improving IT systems in order to provide advice and assistance to customers.

For the GS-11, you must have one year of specialized experience equivalent to the GS-09 level that includes coordinating customer support activities sufficient to receive, respond to and ensure complete resolution of complex issues beyond what a help desk can resolve; providing comprehensive software, IT systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent recurring help desk inquiries; developing clear and concise IT reports and documentation for senior IT management.

Per Office of Personnel Management General Schedule Qualification Policies, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable when documented by satisfactory evidence (e.g., a memorandum from the manager, human resources director, or official documentation such as SF-52, SF-50 documenting an official detail/assignments, or other comparable documentation). The documentation must indicate whether the employee performed the duties full time or, if part-time, the percentage of times the employee performed the additional duties.

To receive credit for experience in your resume that is not within the official series and grade level of your position, you must provide official documentation of such experience as indicated above.

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. For more information on these qualification standards, please visit OPM's web site at http://www.opm.gov/qualifications/standards/indexes/alph-ndx.asp.

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/.

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.

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.

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.

Applicants will be referred in the order in which they were received.

Applicants will be notified about their application's status if referred or if we fill all vacancies.

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. Opens in a new windowLearn more about federal benefits.

Review our benefits

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