Overview

<b>Duties</b><br /><br /><b>Summary</b><br /><br /><strong>The Office of Information and Technology (OIT) service is looking to hire an IT Specialist (Customer Support) for the Hunter Holmes McGuire VA Medical Center, Richmond, VA. The incumbent serves as a IT Specialist providing customer support services to users and organizations at the Richmond VA Medical Center. They serve as a consultant in areas that contain a variety of functional operations and provides technical assistance, advice and training related to hardware and software customers.</strong><br /><br />Learn more about this agency <br /><br /><b>Responsibilities</b><br /><br /><strong>DIRECT HIRE AUTHORITY:</strong> This position is being filled using Direct-Hire Authority (5 CFR 337.205) for this occupation.<br /><br /><strong> Duties include, but are not limited to: </strong><br /><br /><strong>-Provides 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.</strong><br /><br /><strong>-Diagnoses and/or resolves problems in response to customer reported incidents via trouble tickets; escalates problems to the Lead or Supervisory IT Specialist as appropriate.</strong><br /><br /><strong>-Recommends new or revised operating procedures and controls to meet the operating requirements for system users.</strong><br /><br /><strong>-Serves as technical and administrative manager for automated systems, including electronic data processing, word processing and telecommunications systems.</strong><br /><br /><strong>-Monitors system and device utilization and develops system configurations for both new and existing equipment.</strong><br /><br /><strong>-Performs system maintenance and repair activities, as well as software and hardware enhancements.</strong><br /><br /><strong>-Supports the operation of systems/pilot testing of new systems in accordance with documented procedures established in VA.</strong><br /><br /><strong>-Maintains and supports VOIP systems, Automated Call Distribution Systems (ACD), video endpoints, virtual desktops, and all phones (IP, Soft, Analog, etc.)</strong><br /><br /><strong>-Trains lower graded IT Specialists in account management procedures.</strong><br /><br /><strong>-Investigates and recommends purchase of tools and technologies to improve responsiveness to customer requirements.</strong><br /><br /><strong>-Evaluates usage patterns and incorporates customer feedback into suggestions to the Lead or Supervisory IT Specialist for improving the functionality or performance of a given system.</strong><br /><br /><strong>-Identifies and breaks down problems using structured problem resolution approaches and works with network specialists, network developers, system administrators and security specialists to prevent recurring problems.</strong><br /><br /><strong>-Documents solutions to problems and recommends fundamental changes to system configurations to prevent recurrences.</strong><br /><br /><strong>-Coaches junior IT Specialists in resolving the highly complex IT problems and systems issues.</strong><br /><br /><strong>-Maintains inventory of local application systems and software/hardware used, to include maintaining AEMS/MERS and/or SOARD/Maximo data integrity, routine validations of assets, reports of survey, and proper data removal, and hardware turn-in.</strong><br /><br /><strong>-Participates in OIT oriented Emergency preparedness activities.</strong><br /><br /><strong>-Provides a variety of IT customer support services essential to the effective performance of VA systems.</strong><br /><br /><strong>-Maintains and supports telecommunications systems configuration related to Moves, Adds, and Changes (MAC).</strong><br /><br /><strong>Work Schedule:</strong> Monday through Friday (8:00 am to 4:30pm). This position supports 24/7 operations throughout the calendar. Work is typically performed on the day shift; however, the candidate may be subject to overtime work, shift work and/or work on rotating shifts to include evenings, weekends and holidays.<br /> <strong>Position Description Title/PD#s: Information Technology Specialist/</strong> 15263A, 15264A, 15265A<br /> <strong>Relocation/Recruitment Incentives/Expenses:</strong> Not Authorized<br /> <strong>Promotion Potential:</strong> 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.<br /><br /><strong>NOTE:</strong> <strong>This position involves a multi-grade career ladder. The major duties listed above represent the full performance level of GS-11. At the GS 7 and GS 9 grade levels, 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 GS 11. Promotion is at the discretion of the supervisor and is contingent upon satisfactory availability of higher level work, and availability of funds. Promotion is not guaranteed and no promise of promotion is implied.</strong> <br /><br /><b>Travel Required</b><br /><br />Not required<br /><br />Supervisory status <br /> No <br /><br />Promotion Potential <br /> 11 <br /><br /></li> <b>Requirements</b><br /><br /><b>Conditions of Employment</b><br /><br /><ul> <li>You must be a U.S. citizen to apply for this job</li> <li>Subject to a background/suitability investigation</li> <li>Designated and/or random drug testing may be required</li> <li>May serve a probationary period</li> <li>Selective Service Registration is required for males born after 12/31/1959</li> <li>A complete application package; Resume, Transcripts, etc.</li> </ul> <br /><br /><b>Qualifications</b><br /><br /><strong>To qualify for this position,</strong> applicants must meet all requirements by the closing date of this announcement.<br /><br /><strong>1. GS-7 Level,</strong> One year of specialized experience which is directly related to the work of the Information Technologist (Customer Support) position. The specialized experience must be equivalent to at least the GS-5 in Federal Service.<br /> <strong>OR</strong><br /> One year of successfully completed graduate level in education in a major study in computer science, information science, information systems management, mathematics statistics, operations research, engineering or course work that required the development or adaption of computer programs and systems and provided knowledge equivalent to a major in the computer field (TRANSCRIPT REQUIRED)<br /> <strong>OR</strong><br /> SUPERIOR ACADEMIC ACHIEVEMENT. Individuals who have completed all the requirements for an appropriate bachelor's degree from an accredited college or university may be rated eligible provided they meet one of the following requirements listed below:<br /> a) Standing in the upper third of their class based on completed college work at the time of the application for the position. This is the upper third of the class in the college or university, or major subdivision (e.g. school of recreation, school of physical education). This must be documented on the transcript or by a statement from the school.<br /> b) College average of "B" (3.0 or higher on a 4 point scale). This is either (1) The average of all completed college courses at the time of application for the position, OR (2) The average of all college courses completed during the last 2 years of undergraduate curriculum. (Must be calculated by the applicant as a specific attachment to the transcript (course, grade, etc.)<br /> Grade point averages should be rounded to one decimal place. For example, 2.95 should be rounded to a 3.0 and 2.94 rounded to 2.9.<br /><br /><strong>2. <strong>GS-9 Level,</strong> </strong>One year of specialized experience which is directly related to the work of the Information Technology Specialist (Customer Support position. The specialized experience must be equivalent to at least the GS-7 grade level in the Federal Service.<br /> <strong>OR</strong><br /> A Masters or equivalent degree or 2 full years of progressively high level graduate education leading to such a degree or LL.B or J.D. in a major study in computer science, information science, information systems management, mathematics, statistics, operations research, engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.(TRANSCRIPT REQUIRED)<br /> <strong>OR</strong><br /> Equivalent combinations of creditable specialized experience and education (as indicated above) to meet the total requirements for the Information Technology Specialist (Customer/Support). Combination of successfully completed graduate education and experience may be used to meet total qualification requirements (TRANSCRIPT REQUIRED).<br /><br /><strong>3. GS-11 Level,</strong> One year of specialized experience which is directly related to the work of the Information Technology Specialist (Customer Support) position. The specialized experience must be equivalent to at least the GS-9 grade level in the Federal Service.<br /> <strong>OR</strong><br /> 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 a major study in computer science, information science, information systems management, mathematics, statistics, operations research, engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.(TRANSCRIPT REQUIRED)<br /> <strong>OR</strong><br /> One year of specialized experience which is directly related to the work of the Information Technology Specialist (Customer Support) position. Specialized experience would be knowledge of computer requirements and techniques in carrying out project assignments consisting of several related tasks, such as developing minor modifications to parts of a system on the basis of detailed specifications. Such assignments would include reviews, tests and implements new web pages by editing the source code (including variants of JAVA, Visual Basic C; ASP; SQL and SML); places new pages in files in the appropriate location on the web sites (Apache, MS Windows, Unix and Linux) to W3C and Federal standards, and develop design specifications for major module or components of new or enhanced software system. The specialized experience must be equivalent to at least the GS-9 grade level in the Federal Service.<br /><br />To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/13/2019.<br /><br /><strong>Time-In-Grade Requirement:</strong> 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 level. For a GS-9 position you must have served 52 weeks at the GS-7 level. For a GS-11 position you must have served 52 weeks at the GS-9 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.<br /><br />You may qualify based on your experience and/or education as described above. Specialized 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.<br /><br /><strong>In addition to the experience/education described above, you must have IT-related experience demonstrating each of the six (6) competencies listed below which must be supported by your resume and other application materials.</strong><br /><br /><strong>-Communications<br /> -Computers and Electronics<br /> -Information Resources Strategy and Planning<br /> -Information Technology Program Management<br /> -Operating Systems<br /> -Veteran and Customer Focus</strong><br /><br /><strong>Note:</strong> 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.<br /><br /><strong>Note:</strong> 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. <br /><br /><b>Education</b><br /><br /><strong>Note:</strong> 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/ .<br /><br />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. <br /><br /><b>Additional information</b><br /><br />The <strong>Interagency Career Transition Assistance Plan (ICTAP)</strong> and <strong>Career Transition Assistance Plan (CTAP)</strong> 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/ .<br /><br /><strong>Receiving Service Credit for Earning Annual (Vacation) Leave:</strong> 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.<br /><br /><strong>This job opportunity announcement may be used to fill additional vacancies.</strong><br /><br />If you are unable to apply online view the following link for information regarding an Alternate Application . <br /><br /><b>How You Will Be Evaluated</b><br /><br />You will be evaluated for this job based on how well you meet the qualifications above.<br /><br /><strong>IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. </strong> <br /><br /><b>Background checks and security clearance</b><br /><br />Security clearance <br /> Other <br /><br />Drug test required <br /> No <br /><br />Position sensitivity and risk <br /> Moderate Risk (MR) <br /><br />Trust determination process <br /> Suitability/Fitness <br /><br /></li> <b>Required Documents</b><br /><br /><strong>You must provide a complete application package which includes:</strong><br /><br />-CV or Resume <strong>(Required)</strong><br /> -Unofficial copy of transcripts. <strong>(Required)<br /> -</strong>If currently/previously employed in the VA system or any other Federal agency (except current Richmond VAMC employees), include latest SF-50 – Notification of Personnel Action.<strong> (Required, if current/prior federal employee)</strong><br /> -If prior military service, include all copies of your DD Forms 214 or proof of service <strong>(Required, if claiming veterans preference). </strong>Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must also complete and submit an SF 15, Application for 10-Point Veteran Preference (available at http: www.opm.gov/forms/pdf_fill/SF15.pdf ).<br /> -Any other documentation verifying that you meet the education/experience requirement for this position.<br /> <strong>(Required, if based on a combination of education/experience.)</strong><br /><br />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.<br /><br /><strong>Veterans' Preference: </strong>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.<br /><br /><strong>Applications are accepted online. </strong>Applying online will allow you to review and track the status of your application. <br /><br /><b>If you are relying on your education to meet qualification requirements:</b><br /><br />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 . <br /><br />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.


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