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Job Title: Information Technology Specialist (Customer Support)
Company Name: Veterans Affairs, Veterans Health Administration
Location: Fayetteville, NC
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, Government and Policy, Healthcare, Practitioner and Technician, Human Resources, Information Technology, Installation, Maintenance, and Repair, Quality Control, Research & Development, Medical, Nonprofit and Volunteer Services
Job Description
Information Technology Specialist (Customer Support)
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.
Telework: Not available
Virtual: This a not virtual position.
Position Description Title/PD#: 15263A/15264A/15265A
Relocation/Recruitment Incentives: Not authorized
Financial Disclosure Report: Not required

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/13/2018.

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-07 position you must have served 52 weeks at the GS-05, or you must have held a grade GS-7 or higher for at least one year to be eligible for the GS-9 grade level, or you must have held grade GS-09 or higher for at least one year to be eligible for the GS-11 level.. 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:

GS-07

  • Specialized Experience - You must have one year of specialized experience equivalent to at least the next lower grade (GS-05) 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: performing installation, maintenance, testing and trouble shooting tasks, planning and delivery of customer support services, resolving customer related technical software.
  • Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a bachelors degree.
GS-09
  • Specialized Experience - You must have one year of specialized experience equivalent to at least the next lower grade (GS-07) 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: 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. OR,
  • Education: Applicants may subsititute education for the required experience. To qualify based on education for this grade level, you must have 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. OR,
  • Combination: Applicants may also combine education and experience to qualify at this level.
GS-11
  • Specialized Experience - 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. 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: 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 trouble shooting, installing and removing files; maintaining an IT support ticketing system/tracking system; maintaining local applications and systems to ensure software and hardwire information integrity. OR,
  • Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level, you must have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent degree. OR,
  • Combination: Applicants may also combine education and experience to qualify at this level.
To calculate a combination of education and experience, 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.

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 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 sedentary and active, requiring walking throughout the medical center. May require lifting, carting and carrying computer equipment weighing 20-40 pounds.

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
  • Disability Rating Letter
  • 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, 09/13/2018.

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-07 position you must have served 52 weeks at the GS-05, or you must have held a grade GS-7 or higher for at least one year to be eligible for the GS-9 grade level, or you must have held grade GS-09 or higher for at least one year to be eligible for the GS-11 level.. 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:

GS-07

  • Specialized Experience - You must have one year of specialized experience equivalent to at least the next lower grade (GS-05) 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: performing installation, maintenance, testing and trouble shooting tasks, planning and delivery of customer support services, resolving customer related technical software.
  • Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a bachelors degree.
GS-09
  • Specialized Experience - You must have one year of specialized experience equivalent to at least the next lower grade (GS-07) 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: 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. OR,
  • Education: Applicants may subsititute education for the required experience. To qualify based on education for this grade level, you must have 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. OR,
  • Combination: Applicants may also combine education and experience to qualify at this level.
GS-11
  • Specialized Experience - 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. 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: 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 trouble shooting, installing and removing files; maintaining an IT support ticketing system/tracking system; maintaining local applications and systems to ensure software and hardwire information integrity. OR,
  • Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level, you must have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent degree. OR,
  • Combination: Applicants may also combine education and experience to qualify at this level.
To calculate a combination of education and experience, 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.

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 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 sedentary and active, requiring walking throughout the medical center. May require lifting, carting and carrying computer equipment weighing 20-40 pounds.
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Contact Information
Contact Name:
Company Name: Veterans Affairs, Veterans Health Administration
Phone Number:
Fax Number:
Contact Email:Gemil.Lewis@va.gov
Website:http://www.ecentralmetrics.com/url/?u=383911022619%2D254&r=http%3A%2F%2Fwww%2Evacareers%2Eva%2Egov%2Fjob%2Dsearch%2Fjob%2Ddetail%2Easp%3Fjob%3D348985
Company Description:

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