Veterans Affairs, Veterans Health Administration Information Technology Specialist (CUSTSPT) in Grand Junction, Colorado

  • Duties

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Duties
Summary

This position is in the Office of Information & Technology (OI&T;), IT Operations and Services (ITOPS), Continental District Operations and assigned to Area Operations, VA Western Colorado Health Care System.

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Responsibilities

Major Duties: 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 Administration (VA) Systems across the entire Area. The work involves the planning and delivery of technical support services, including troubleshooting, installation, removals, moves, systems knowledge and assistance in response to customer requirements.

  • 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 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. Compressed/Flexible Schedule: Not Available Telework: Not Available Virtual:This is not a virtual position Position Description Title/PD#: Information Technology Specialist (CUSTSPT)/PD# 580- 15263-A, 580-15264-A, and 580-15265-A 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.
Travel Required

25% or less - Occasional travel - Travel outside of the Area required up to 15% of the time. Additional travel will be required to support VA customers at locations throughout the Area. Occasional travel may be required on short notice.

Supervisory status

No

Promotion Potential

11

  • #### Job family (Series)

2210 Information Technology Management

  • Requirements

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Requirements
Conditions of Employment
  • You must be a U.S. citizen to apply for this job
  • Subject to a background/suitability investigation
  • Designated and/or random drug testing may be required
  • May serve a probationary period
  • Selective Service Registration is required for males born after 12/31/1959
  • A complete application package; Resume, Transcripts, etc.
  • Selected applicants will be required to complete an online onboarding process
Qualifications

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

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. 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 specialized experience described above, you must have IT-related experience in each of the following four competencies listed below which must be supported by the information contained in your resume and other application materials. * ATTENTION TO DETAIL: Reviews moderately complex data from multiple sources and determine relevant information to a given situation. Drafts, edits, and disseminates written reports and status updates that are factual, timely and relatively error free. * CUSTOMER SERVICE: Maintains relationships with customers with diverse needs. Provides moderately technical or complex information about products and services. Assesses customers' needs and identifies products and/or services to meet their needs. Resolves fairly complex or non-routine problems, questions, or complaints; directs the most complex problems, questions, or complaints to the appropriate person. * ORAL COMMUNICATION: Communicates, explains or defends complex information technology ideas and information clearly and adapts to the audiences level of knowledge. Thoughts are well organized. Listens to others, and recognizes potential miscommunications. * PROBLEM SOLVING: Uses logic to identify alternatives to solve complex or sensitive technological problems; anticipates problems and identifies and evaluates potential sources of information and generates alternatives to solve problems where precedents do not exist. 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. Preferred Certification:Applicant should have ITIL Foundations (v3 or 2011), CompTIA A+, Network+, and Security + certifications. Please provide a copy of each certification. Physical Requirements:The work of the IT Specialist is both sedentary and active, requiring walking through out facilities within Area. Duties may require lifting, carting and carrying computer equipment such as monitors and printers weighing 20-40 pounds. The work is performed in the Area's computer repair workroom and in various business and/or clinical settings. 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. There is some exposure to circuitry of electronic equipment during bench-top or on-site analysis of problems or testing.

To calculate, 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 at the GS-7/9/11. 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.

Education

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: 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/.

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.

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.

If you are unable to apply online view the following link for information regarding an Alternate Application.

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How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.Applicants will be referred in alphabetical order.

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Background checks and security clearance
Security clearance

Other

Drug test required

No

  • Required Documents

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Required Documents

Documents Accepted:

  • Cover Letter
  • DD-214
  • OF-306
  • Certifications
  • Disability Letter
  • Resume
  • SF-15
  • SF-50
  • Transcript

Documents Required:

  • Resume

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.

Veterans' Preference: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.

Applications are accepted online.Applying online will allow you to review and track the status of your application.

If you are relying on your education to meet qualification requirements:

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.

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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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. Learn more about federal benefits.

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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.

  • How to Apply

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How to Apply

All applicants are encouraged to apply online.

To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on 03/28/2019 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10449156.

  1. To begin, click Apply Onlineto create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.

  2. Click Submit My Answersto submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Statuslink and then select the More Informationlink for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.

To return to an incomplete application, log into your USAJOBS account and click Update Applicationin the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). HCP are individuals who, during the influenza season, work in VHA locations where patients receive care or who come into contact with VA patients as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased facilities. HCP include all VA licensed and unlicensed, clinical and administrative, paid and unpaid, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, students, researchers, volunteers, and trainees who work at these facilities. HCP that are unable to receive or otherwise decline a flu shot will be expected to wear a face mask throughout the influenza season.

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Agency contact information
Elizabeth Allridge
Phone

970-263-5062

Fax

970-985-7803

Email

Elizabeth.Allridge@va.gov

Address

VA Western Colorado Health Care System 2121 North Avenue Grand Junction, CO 81501 US

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Next steps

After the vacancy announcement closes, applicants are evaluated to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email.

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  • Fair & Transparent
Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

  • Equal Employment Opportunity (EEO) for federal employees & job applicants

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Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Learn more about disability employment and reasonable accommodations or how to contact an agency.

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Legal and regulatory guidance
  • Financial suitability
  • Social security number request
  • Privacy Act
  • Signature and false statements
  • Selective Service
  • New employee probationary period

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/527291500. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Open & closing dates: 03/13/2019 to 03/28/2019

Service: Competitive

Pay scale & grade: GS 7 - 11

Salary: $47,686 to $81,400 per year

Appointment type: Permanent

Work schedule: Full-Time

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