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Job Title: Information Technology Specialist (CUSTSPT)
Company Name: Veterans Affairs, Veterans Health Administration
Location: Houston, TX
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, Finance/Economics, Healthcare, Practitioner and Technician, Human Resources, Information Technology, Law Enforcement, and Security, Telecommunications, Collegiate Faculty, Staff, Administration, Medical, Nonprofit and Volunteer Services, Energy / Utilities
Job Description
Information Technology Specialist (CUSTSPT)
Applications must be submitted by 11:59 p.m. CST on the day that 50 applications are received or September 28, 2018, whichever comes first. Submit all required documents.

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 Affairs (VA) systems. The work involves the planning and delivery of technical support services (voice and data), including troubleshooting, installation, removals, moves, system knowledge and assistance in response to customer requirements.

Duties include, but are not limited to: Ensuring Help Desk tracking and 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 (voice and data) 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, and installing and configuring VA approved software applications.


NOTE: This position involves a multi-grade career ladder. The major duties listed above represent the full performance level of GS- 11. At the GS- 9 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS- 11. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, and availability of higher level work. Promotion is not guaranteed and no promise of promotion is implied.


Work schedule: Monday thru Friday (8:00 am to 4:30 pm) (Subject to shift work or afterhours callback). Position may require overtime work, shift work and/or work on rotating shifts to include evenings, weekends, and holidays.

Telework: Not Available
Virtual: This a not virtual position.
Position Description Title/PD#: PD# 580- 15263-A, 580-15264-A, and 580-15265-A
Relocation/Recruitment Incentives: Not Available
Financial Disclosure Report: Not required

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/28/2018.

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. 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.



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

  • Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-6 in the normal line of progression for the occupation in the organization. Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Examples of specialized experience would typically include, but are not limited to:
  • Knowledge of operating systems, office suites, hardware and networking principles.
  • Knowledge of Information Technology (IT) equipment (desktops, laptops, printers, scanners) trouble-shooting and problem resolution procedures.
  • Ability to communicate with the customer to resolve technical issues and communicate the solution to the customer and co-workers.
  • Ability to complete work assignments on time and manage short-suspense projects.
OR,

One (1) full year of graduate level education. This education must demonstrate the competencies / knowledge, skills, and abilities necessary to do the work

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)

Preferred Experience/Certification/Training:
Applicant should have ITIL Foundations (v3 or 2011), CompTIA A+, Network+, and Security + certifications. Please provide a copy of each certification.

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.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.

You will be rated on the following Competencies as part of the assessment questionnaire for this position:

Competency #1 (Technology): Knowledge of information technology principles, techniques, and technologies in order to effectively manage complex production environment.

Competency #2 (Systems Guidance): Skill and ability to provide information technology (IT) systems/equipment guidance and/or training to enhance knowledge for customers and a team of IT Specialists.

Competency #3 (Move Coordination): Ability to manage moves and/or installations of IT equipment to assure coordination of IT support and customer service.

Competency #4 (Documenting Resolutions): Knowledge of methods and procedures for documenting resolutions and maintaining problem resolution database.

Competency #5 (Customer Support): Ability to deliver exceptional customer service based on advanced relationship management, communication, and prioritization skills.

Competency #6 (Timeliness): Skill in timely, complete, and accurate IT Tier I complex problem resolution techniques, tools, and processes.

Competency #7 (Installation/Configuration): Knowledge of and ability to deploy IT refresh program equipment to include operating system installs, standard desktop images, driver configurations, encryption software, and hardware end-items , installing, optimizing, troubleshooting, and supporting Commercial Off-The-Shelf software applications and utilities.


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.



Physical Requirements: The work is both sedentary and active, requiring walking throughout the VA Medical Center (VAMC), and other VA locations such as Outpatient Clinics (OPCs), Community Based Outpatient Clinics (CBOCs), vet centers, and other VA staffed office buildings. The work is performed in the facility's computer repair workroom and in various business and/or clinical settings. 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. Duties may require lifting, carting and carrying computer equipment such as monitors and printers weighing up to 50 pounds. There will be instances where the employee will need to crawl under/over/behind desks, through various types of furniture to get to the device in need of repair.

None

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

  • Resume
  • Transcript


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
  • 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, 09/28/2018.

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. 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.



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

  • Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-6 in the normal line of progression for the occupation in the organization. Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Examples of specialized experience would typically include, but are not limited to:
  • Knowledge of operating systems, office suites, hardware and networking principles.
  • Knowledge of Information Technology (IT) equipment (desktops, laptops, printers, scanners) trouble-shooting and problem resolution procedures.
  • Ability to communicate with the customer to resolve technical issues and communicate the solution to the customer and co-workers.
  • Ability to complete work assignments on time and manage short-suspense projects.
OR,

One (1) full year of graduate level education. This education must demonstrate the competencies / knowledge, skills, and abilities necessary to do the work

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)

Preferred Experience/Certification/Training:
Applicant should have ITIL Foundations (v3 or 2011), CompTIA A+, Network+, and Security + certifications. Please provide a copy of each certification.

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.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.

You will be rated on the following Competencies as part of the assessment questionnaire for this position:

Competency #1 (Technology): Knowledge of information technology principles, techniques, and technologies in order to effectively manage complex production environment.

Competency #2 (Systems Guidance): Skill and ability to provide information technology (IT) systems/equipment guidance and/or training to enhance knowledge for customers and a team of IT Specialists.

Competency #3 (Move Coordination): Ability to manage moves and/or installations of IT equipment to assure coordination of IT support and customer service.

Competency #4 (Documenting Resolutions): Knowledge of methods and procedures for documenting resolutions and maintaining problem resolution database.

Competency #5 (Customer Support): Ability to deliver exceptional customer service based on advanced relationship management, communication, and prioritization skills.

Competency #6 (Timeliness): Skill in timely, complete, and accurate IT Tier I complex problem resolution techniques, tools, and processes.

Competency #7 (Installation/Configuration): Knowledge of and ability to deploy IT refresh program equipment to include operating system installs, standard desktop images, driver configurations, encryption software, and hardware end-items , installing, optimizing, troubleshooting, and supporting Commercial Off-The-Shelf software applications and utilities.


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.



Physical Requirements: The work is both sedentary and active, requiring walking throughout the VA Medical Center (VAMC), and other VA locations such as Outpatient Clinics (OPCs), Community Based Outpatient Clinics (CBOCs), vet centers, and other VA staffed office buildings. The work is performed in the facility's computer repair workroom and in various business and/or clinical settings. 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. Duties may require lifting, carting and carrying computer equipment such as monitors and printers weighing up to 50 pounds. There will be instances where the employee will need to crawl under/over/behind desks, through various types of furniture to get to the device in need of repair.
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Contact Name:
Company Name: Veterans Affairs, Veterans Health Administration
Phone Number:
Fax Number:
Contact Email:LATOYA.BECHET@VA.GOV
Website:http://www.ecentralmetrics.com/url/?u=174211021023%2D254&r=http%3A%2F%2Fwww%2Evacareers%2Eva%2Egov%2Fjob%2Dsearch%2Fjob%2Ddetail%2Easp%3Fjob%3D350174
Company Description:

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