Open & closing dates
Opening and closing dates
03/17/2021 to 06/22/2021
Pay scale & grade
GS 7 - 11
$41,971 to $90,362 per year
Salary will be determined based on the duty station
few vacancies in the following locations:
Des Moines, IA
Iowa City, IA
Saint Cloud, MN
Grand Island, NE
Fort Meade, SD
Hot Springs, SD
Sioux Falls, SD
This job is open to
U.S. citizens, nationals or those who owe allegiance to the U.S.
Clarification from the agency
ALL US CITIZENS.
DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.205) for this occupation.
This position will provide a variety of customer support services essential to the effective performance of Veterans Administration 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.
Learn more about this agency
This is an open continuous job posting until June 22, 2021, referrals will be made as vacancies become available based on location needs.
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
This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles: 411- Technical Support Specialist. For more information about these work roles, where they fit within the larger Cyber Workforce, and how they can support your unique career journey, please visit the Cyber Career Pathways tool on the National Initiative for Cybersecurity Careers and Studies website (https://niccs.us-cert.gov/workforce-development/cyber-career-pathways
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.
Position Description Title/PD#: IT Specialist (CUSTSPT)/PD15263A, PD15264A, and PD15265A
Physical Requirements: The work is both sedentary and active, requiring walking through out the medical center. Duties may require lifting, carting and carrying computer equipment such as monitors and printers weighing 20-40 pounds. 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.
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.
This is an open continuous announcement. Resumes/Questionnaires received in USA Staffing in response to this announcement will be maintained in the USA Staffing job file. Qualification determinations will be done based on the applicant's resume/questionnaire submitted for the position and a list of qualified candidates will be referred to the Service as vacancies become available based on location needs. The Application packets for those who are found qualified for this position will be referred when vacancies become available in the selected location until the announcement is closed, canceled or filled.
Occasional travel - You may be expected to travel for this position.
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, 06/22/2021.
WHEN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
You may qualify based on your experience and/or education as described below:
Preferred Certifications: Applicant should have ITIL Foundations (v3 or 2011), CompTIA A+, Network+, and Security + certifications. Please provide a copy of each certification.
Selective Placement Factor: This position includes a skill, knowledge, ability or other worker characteristic basic to -and essential for- satisfactory performance of the job. Selective Placement Factors are a prerequisite to appointment and represent minimum requirements for a position. Applicants who do not meet it are ineligible for further consideration. Evidence of the Selective Placement Factor must be reflected in your resume.
The Selective Placement Factor for this position is: Demonstrated experience monitoring, diagnosing, troubleshooting and resolving operating/network systems, hardware and software issues; and take appropriate follow-up action.
Experience: 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
Education: Degree must be 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.
- Attention to Detail- Is thorough when performing work and conscientious about attending to detail
- 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.
- 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.
- Problem Solving- Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
Education: To qualify based on education for this grade level you must have 1 full year of graduate level education. OR
Superior academic achievement
Experience that is IT related and demonstrates each of the four competencies listed above.
Education: To qualify based on education for this grade level you must havea master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education. OR
Experience that is IT related and demonstrates each of the four competencies listed above.
Education: To qualify based on education for this grade level you must have 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. OR
Experience that is IT related and demonstrates each of the four competencies listed above.
AND, In addition to the experience or education described above, you must meet the specialized experience as defined below.
Specialized Experience: Specialized experience is experience 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. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Specialized experience includes but is not limited to:
GS 07- Applicants must have 1 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.
GS 09 - Possess at least 1 year of specialized experience at the next lower grade level (GS-7). Examples of specialized experience would include: 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.
GS 11- Possess at least 1 year of specialized experience at the next lower grade level (GS-9). Examples of specialized experience would include: installing operating systems, network systems, applications, protocols, and equipment; resolving the complex customer problems utilizing knowledge of the Information Technology infrastructure sufficient to serve as senior customer technical analyst; applying concepts and practices to new customer support technologies to evaluate and report on new information technology tools and trends; recommending purchase of new tools to enhance the delivery of customer support services; troubleshooting and recovering systems and files; review, validate, and standardize problem resolutions for inclusion in the problem resolution database; use security principles to install, configure, and test software on customer workstations and peripheral devices; documenting problem resolution, troubleshooting and data analysis techniques; coordinating customer support activities to receive, respond to and ensure complete resolution of complex issues beyond what a Help Desk can resolve.
You will be rated on the following Competencies for this position:
- Customer Service
- Operating Systems
- Technical Documentation
- Technical Problem Solving
- Technology Awareness
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.
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/
A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
All academic degrees and coursework must be from accredited or pre-accredited institutions.
One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement. Part-time graduate education is creditable in accordance with its relationship to a year of full-time study at the school attended
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.
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 or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
How You Will Be Evaluated
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
- Cover Letter
- DD-214/ Statement of Service
- Disability Letter (Schedule A)
- Disability Letter (VA)
- Other (1)
- Other (2)
- Other (3)
- PCS Orders
- Performance Appraisal
- Professional Certification
- Proof of Enrollment
- Proof of Marriage Status
- Separation Notice (RIF)
- SF-50/ Notification of Personnel Action
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.
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.
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
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 06/22/2021 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/11064943.
1. To begin, click Apply Online to 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 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 USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link 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 Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
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.
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.
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.
Legal and regulatory guidance