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Job Title: Information Technology Specialist (Customer Support)
Company Name: Veterans Affairs, Veterans Health Administration
Location: Salt Lake City, UT
Position Type: Full Time
Post Date: 09/12/2018
Expire Date: 11/11/2018
Job Categories: Agriculture, Forestry, & Fishing, Computers, Software, Customer Service and Call Center, Government and Policy, Information Technology, Law Enforcement, and Security, Telecommunications, Quality Control, Research & Development
Job Description
Information Technology Specialist (Customer Support)
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
  • Investigating and recommending purchase of tools and technologies to improve responsiveness to customer requirements
  • 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
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.

Work schedule: 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.

Position Description Title/PD#: Information Technology Specialist (Customer Support) 15263A,15264A,15265A

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/17/2018.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS 7 position you must have served 52 weeks at the GS 5. For a GS 9 position you must have served 52 weeks at the GS 7. For a GS 11 position you must have served 52 weeks at the GS 9. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

Selective Placement Factor: This position includes a skill, knowledge, ability or other worker characteristic basic to -and essential for- satisfactory performance of the job. Selective Placement Factors are a prerequisite to appointment and represent minimum requirements for a position. Applicants who do not meet it are ineligible for further consideration. Evidence of the Selective Placement Factor must be reflected in your resume.

The Selective Placement Factor for this position is: Demonstrated experience monitoring, diagnosing, troubleshooting and resolving operating/network systems, hardware and software issues; and take appropriate follow-up action.

You may qualify based on your experience and/or education as described below:

  • For GS-7: 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.
OR
1 full year of graduate level education in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management.
  • For GS-9: 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.
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 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.
  • For GS-11: 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.
OR
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.

AND, in addition to the experience/education described above, you must have IT-related experience demonstrating each of the four competencies listed below which must be supported by your resume and other application materials.
  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.
Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training, as appropriate.

None

To apply for this position, you must provide a complete Application Package which includes:

  • Resume


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.
  • Cover Letter
  • DD-214
  • OF-306
  • Other
  • Other Veterans Document
  • Resume
  • SF-15
  • SF-50
  • Transcript


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.
Qualifications & Requirements

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/17/2018.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS 7 position you must have served 52 weeks at the GS 5. For a GS 9 position you must have served 52 weeks at the GS 7. For a GS 11 position you must have served 52 weeks at the GS 9. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

Selective Placement Factor: This position includes a skill, knowledge, ability or other worker characteristic basic to -and essential for- satisfactory performance of the job. Selective Placement Factors are a prerequisite to appointment and represent minimum requirements for a position. Applicants who do not meet it are ineligible for further consideration. Evidence of the Selective Placement Factor must be reflected in your resume.

The Selective Placement Factor for this position is: Demonstrated experience monitoring, diagnosing, troubleshooting and resolving operating/network systems, hardware and software issues; and take appropriate follow-up action.

You may qualify based on your experience and/or education as described below:

  • For GS-7: 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.
OR
1 full year of graduate level education in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management.
  • For GS-9: 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.
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 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.
  • For GS-11: 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.
OR
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.

AND, in addition to the experience/education described above, you must have IT-related experience demonstrating each of the four competencies listed below which must be supported by your resume and other application materials.
  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.
Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training, as appropriate.
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Contact Information
Contact Name:
Company Name: Veterans Affairs, Veterans Health Administration
Phone Number:
Fax Number:
Contact Email:Peter.Wilson2@va.gov
Website:http://www.ecentralmetrics.com/url/?u=134511019356%2D254&r=http%3A%2F%2Fwww%2Evacareers%2Eva%2Egov%2Fjob%2Dsearch%2Fjob%2Ddetail%2Easp%3Fjob%3D351499
Company Description:

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