Veterans Affairs, Veterans Health Administration IT Specialist (Customer Support) in Hot Springs, South Dakota

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Duties
Summary

The primary duties include providing Point of Care Customer Service, resolving customer related technical software and hardware problems in accordance with est. policies and procedures. The incumbent is responsible for diagnosing and/or resolving problems in response to customer reported incidents via trouble tickets; escalating problems to the Lead or Supervisor as appropriate; overseeing Help Desk activities; and configuring devices and software applications following est. procedures.

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Responsibilities

Duties include, but are not limited to, the following: *works on the development, implementation, and management of Information Technology (IT) processing systems, including mini and micro based computer systems networked together in local and wide area networks and interfaced to mainframe computers *supports the operation of systems/pilot testing of new systems; to include: baseline compliance; patch management; studying documentation provided with new or revised software and taking steps to install software; monitoring the use of disk space; preparing routine workload reports showing system use and available capacity; submitting recommendations to improve the efficient use of the system; and responding to special requests for system data and similar *reviews proposed changes to the client operating environment; suggests resolutions that are most likely to be used on a regular basis; trains lower graded IT Specialists in account management procedures; and evaluates usage patterns *identifies and breaks down problems using structured problem resolution approaches; and works with network specialists, applications developers, system administrators and security specialists to prevent recurring problems *maintains inventory of local application systems and software/hardware used; conducts physical inventory as required of IT equipment throughout the facility *provides site support, to include racking/stacking/swapping and connecting equipment, monitoring status, and performing other physical actions on the equipment; manages and maintains patch cables in facility computer rooms and closets *provides feedback on problematic trends and patterns in technical support; develops and maintains problem tracking and resolution databases ensuring accurate records are filed *provides site support and assistance to telecommunications managers and IP telephones Schedule:Normally 7:30 AM - 4 PM, Monday - Friday, Full-time, 40 hours per week. NOTE: This position supports 24/7 operations throughout the calendar year. 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. Location:Hot Springs, SD, IT Service Line Position Description Title/PD#:IT Specialist (Customer Support) / 15263A, 15264A, 15265A Financial Disclosure Report: Not required This is not a virtual position.

Travel Required

25% or less - You will be expected to travel for this position.

Supervisory status

No

Promotion Potential

11

  • #### Job family (Series)

2210 Information Technology Management

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  • Requirements

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Requirements
Conditions of Employment
  • You must be a U.S. Citizen to apply for this job
  • Designated and/or random drug testing may be required
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to background/security investigation
  • Selected applicants will be required to complete an online onboarding process
  • Must submit all required documents.
Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/23/2018.

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 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.

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.

You may qualify based on your experience and/or education as described below: GS-7 Specialized Experience: Must possess at least one full year of specialized experience equivalent to the GS-5 level in Federal Civil Service that equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position and that is in or related to the position to be filled at the GS-7 level. Specialized experience is described as: Applying IT principles, methods, and practices in the customer service and customer support area to identify and resolve issues and problems. Having a basic understanding of systems design and development techniques and knowledge-based applications to install, configure, upgrade, and troubleshoot any hardware and software components to report, respond to, and resolve customer requests. Working with office and data automation and communication hardware, software, and implementation techniques as well as those associated with LAN architectures. Working with systems analysis techniques to perform tests, evaluate test results, and make detailed technical recommendations. OR GS 7 Education: Must have successfully completed 1 full year of graduate level education or superior academic achievement in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or 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. Education must demonstrate the competencies/knowledge, skills, and abilities necessary to do the work. (TRANSCRIPTS REQUIRED)

GS-9 Specialized Experience: Must possess at least one full year of specialized experience equivalent to the GS-7 level in Federal Civil Service that equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position and that is in or related to the position to be filled at the GS-9 level. Specialized experience includes: Applying customer support concepts and methods sufficient to install, configure, and test software on customer workstations. Applying Information Technology methods and procedures for documenting resolutions, maintaining problem resolution databases. Using troubleshooting and data analysis techniques and coordinating customer support activities sufficient to receive, respond to and ensure 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 GS-9 Education: Must possess 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 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. (TRANSCRIPTS REQUIRED)

GS-11 Specialized Experience: Must possess at least one full year of specialized experience equivalent to the GS-9 level in Federal Civil Service that equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position and that is in or related to the position to be filled at the GS-11 level. Specialized experience includes: Applying customer support concepts and methods sufficient to install, configure, and test software on customer workstations. Applying Information Technology methods and procedures for documenting resolutions, maintaining problem resolution databases. Using troubleshooting and data analysis techniques and coordinating customer support activities sufficient to receive, respond to and ensure 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. Evaluating and reporting on new information technology tools and trends related to customer support services; and recommending purchase of new tools to enhance the delivery of customer support services. Presenting alternative resolutions to complex problems; as well as develop clear and concise IT reports and documentation for senior IT management and other leadership officials at the facility. OR GS-11 Education: Must have successfully completed 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 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. (TRANSCRIPTS REQUIRED)

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.

Education

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: Work is both sedentary and active, requiring walking throughout the medical center. Duties will require lifting, carting and carrying computer equipment such as computers, monitors, scanners and printers weighing 20-40 pounds. Asking assistance from other specialists to help with lifting is encouraged. There may be limited crawling under desks and behind areas to gain access to equipment.

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

PLEASE NOTE: 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 (particularly positions with a positive education requirement). Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html. All education claimed by applicants will be verified by the appointing agency accordingly. 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

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.**

Receiving Service Credit or 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.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

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.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

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Background checks and security clearance
Security clearance

Other

Drug test required

No

  • Required Documents

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Required Documents

To apply for this position you must submit a complete application package which, in addition to the on-line questionnaire, includes the following required documents:

  1. Resume listing work schedule, hours worked per week, dates of employment and duties performed. (required)

  2. SF-50 or Notification of Personnel Action showing you are/were in the competitive service and the highest grade or promotion potential held (if applying as a status candidate with current or former Federal Service). You must submit your SF-50 that shows Time-in-Grade eligibility and reflects your title, series, and grade. No award SF-50 will be accepted. (if applicable)

  3. DD-214, Certificate of Release or Discharge from Active Duty. Must be the Member 4 or Member 2 copy of the DD214 that shows Character of Service. (if applicable)

  4. Documentation of Service-Connected disability: Service-Connected disability letter and SF-15 Application for 10-Point Veteran Preference (if applicable) http://www.opm.gov/forms/pdffill/sf15.pdf (if applicable)

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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.

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.

  • Benefits

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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 questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 08/23/2018 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10273079.

  1. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
  2. Click Submit My Answers to 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 USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application 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 USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

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Agency contact information
Beth Spitzer
Phone

(605) 745-2000 X2161

Email

Beth.Spitzer@va.gov

Address

VA Black Hills Health Care System 113 Comanche Road Fort Meade, SD 57741 US

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Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications 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. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

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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/506984800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Open & closing dates: 08/03/2018 to 08/23/2018

Service: Competitive

Pay scale & grade: GS 7 - 11

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

Appointment type: Permanent

Work schedule: Full-Time