This position is in The Office of Information & Technology (OI&T), IT Operations and Services (ITOPS), Pacific District Operations and assigned to Area Operations, Phoenix Area. The work involves the planning and delivery of customer support services. The primary duties and responsibilities include providing Point of Care Customer Service, resolving customer related technical software and hardware problems in accordance with established policies and procedures.
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Incumbent serves 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. 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. Duties include, but are not limited to:
-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: Monday thru Friday; 7-3:30 p.m., 7:30 - 4:00 p.m. or 8 - 4:30 p.m. This position supports 24/7 operations throughout the calendar year. Work hours are primarily during the day shift; however, occasional work is required during nights, weekends and/or holidays. The shift may be changed depending on the needs of the service or the facility.
Position Description Title/PD#: 15264A IT Specialist (Customer Support)
Physical Requirements: The work is both sedentary and active. Duties may require lifting, carting and carrying computer equipment such as monitors and printers weighing 20-40 pounds. There may be limited crawling under/over/behind desks and through various types of furniture to gain access to equipment in need of repair. The work is performed in the facility's computer repair workroom and in various business and/or clinical settings. There is some exposure to circuitry of electronic equipment during bench-top or on-site analysis of problems or testing. In the latter situation, the employee must apply knowledge and reasonable precautions to and personal injury or damage to the equipment.
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.
Occasional travel may be required on short notice.
25% or less - You may be expected to travel for this position.