The position is 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.
This is an open-continuous announcement. The first cut-off date to consider applications for referral to the selecting official will be two weeks from 08/30/2018.
We will accept application packets on an on-going basis. Qualified applicants will be referred to the selecting official every two weeks from the initial cut-off date.
Complete applications submitted prior to 11:59 p.m. EST on the established cut-off date will receive consideration for referral to the selecting official. Applications received after each cut-off date will be considered on the next cut-off date until the closing date of this announcement.
Diagnosing and/or resolving problems in response to customer reported incidents via trouble tickets: escalating problems to the Lead or Supervisory IT Specialist as appropriate;
Manages the movement and installation of IT equipment to assure coordination of IT support and customer service;
Configuring devices and software applications following established procedures;
Submitting recommendations to improve the efficient use of the system and responding to special requests for system data;
Providing account management support, client connectivity support and client application support for various devices.
Work Schedule: This full-time 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 is not a virtual position. You will be required to work at a VA facility.
Position Description Title/PD#: Information Technology (IT) Specialist/PD#17041-A
The work is sedentary, but may involve intermediate periods of walking, bending, stooping, lifting, carrying, regularly moving (up to 50 pounds) computer components and supplies, reaching, pulling, and working at a keyboard and monitor. Subject to call back outside tour of duty.
Job family (Series)
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.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement.
For this position, individuals must have IT-related experience demonstrating each of the four competencies listed below.
Specialized Experience: You must have one year of specialized experience equivalent to the next lower grade level in the federal service; experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization.
For the GS-12, you must have one year of specialized experience equivalent to the GS-11 level that includes participating as a team or project leader with others as required in a virtual environment that is accountable to the IT Manager; planning and delivering technical support services; providing a variety of IT support services essential to the effective operation and performance of IT systems; identifying and analyzing problems using structured problem resolution approaches, and works with: network specialists, application developers, system administrators, security specialists, and vendors to prevent recurring problems; documenting solutions to problems and recommends fundamental changes to system configurations to prevent recurrences; coaching and training junior IT Specialists in resolving highly complex IT problems and systems issues; responsible for diagnosing and/or resolving the complex problems in response to customer reported incidents via trouble tickets; serving as key escalation/coordination point between junior IT Specialists and Enterprise Service Lines, vendors and similarly specialized teams; escalating and/communicating problems requiring higher elevation to the Lead or Supervisory IT Specialist; applying physical security protocol for IT controlled spaces.
There is no educational substitution for the GS-12 grade level.
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.
This job does not have an education qualification requirement.
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 .
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.
Alternate Application: If you are unable to apply online view the following Alternate Application Information instructions at
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.
Background checks and security clearance
Drug test required
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.
This job originated on . For the full announcement and to apply, visit . Only resumes submitted according to the instructions on the job announcement listed at will be considered.
Deputy Assistant Secretary For Information And Technology