* VideosVideos* DutiesHelpDutiesSummaryThe position is located in the End User Operations, Office of Information and Technology (OI&T), The incumbent performs a combination of duties; phone support, desk-side technical support, and bench-top diagnosis and repair. The primary duties and responsibilities include resolving customer related software and hardware problems In accordance with established policies and procedures.Learn more about this agencyResponsibilitiesAs 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 applicationsWork Schedule: Monday - Friday 8:00 am - 4:30 pmCompressed/Flexible: Not AvailableTelework: Not AvailableVirtual: This is not a virtual position.Position Description/PD#: It Specialist (Custspt)/PD17041ARelocation/Recruitment Incentives: Not authorizedFinancial Disclosure Report: Not requiredTravel Required: Occasional travel - Travel outside of the Area may be 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.Travel RequiredOccasional travel - You may be expected to travel for this position.Supervisory statusNoPromotion Potential12* Job family (Series)2210 Information Technology ManagementSimilar jobs* Computer Occupations, All Other* Information Technology Specialist (It Specialist)* RequirementsHelpRequirementsConditions 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 processQualificationsTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/20/2021.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-12 position you must have served 52 weeks at the GS-11. 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. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.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 described below:Basic RequirementsApplicants must have IT-related experience in each of the following four competencies which must be supported by the information contained in your resume and other application materials.* Attention to Detail - Is thorough when performing work and conscientious about attending to detail.* Customer Service - Works with clients and customers (that is, any inpiduals who use or receive the services or products that your work unit produces, including the general public, inpiduals 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.* Oral Communication - Expresses information (for example, ideas or facts) to inpiduals 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.* Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.GS-12 Specialized ExperienceApplicants must have One year of specialized experience equivalent to at least the next lower grade (GS-11) that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. This type of experience would reflect demonstrated accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques and would include:* Applying knowledge of a wide range of computer techniques, requirements, methods, sources and procedures to perform a variety of assignments.* Planning work to be accomplished by subordinates, setting priorities and scheduling completion.* Performing personnel supervisory functions for subordinate employees to include: establishing performance standards, evaluating subordinates performance, administering leave, selecting employees for vacant positions, initiating disciplinary actions, etc.* Managing IT and Telecommunication projects of different scope, and complexity.* Analyzing LAN/WAN and Telecommunication systems malfunctions for major center-wide systems and takes whatever action is required to remedy or effect system recovery.* Applying knowledge of data management/maintenance principles/services sufficient to evaluate alternative approaches and recommend solutions to problems.Preferred Certification:Applicant should have ITIL Foundations (v3, v4 or 2011).You will be rated on the following Competencies for this position:* Attention to Detail* Customer Service* Operations Support* Problem SolvingExperience 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 through out the medical center/CPOCs/Clinics or other designated areas. Duties may require lifting, carting and carrying computer equipment such as monitors and printers weighing 20-40 pounds or drive a motor vehicle. Asking assistance from other specialist to help with lifting is encouraged. There may be limited crawling under desks and behind areas to gain access to equipment. The work does not require any special physical effort.For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.EducationThere is no educational substitution at this grade level.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. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.