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IT Specialist (Customer Support)

Deputy Assistant Secretary for Information and Technology Clarksburg, WV
  • Expired: over a month ago. Applications are no longer accepted.
IT Specialist (Customer Support)
================================

##### Department of Veterans Affairs

Deputy Assistant Secretary for Information and Technology

Overview
--------

- ##### Open & closing dates

07/02/2019 to 07/24/2019

- ##### Service

Competitive

- ##### Pay scale & grade

GS 7 - 11

- ##### Salary

$48,353 to $82,542 per year

- ##### Appointment type

Permanent

- ##### Work schedule

Full-Time

Location
--------

1 vacancy in the following location:

-

Clarksburg, WV

##### Relocation expenses reimbursed

No

##### Telework eligible

No

- Duties
------

### Summary

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
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.

Learn more about this agency

### Responsibilities

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-Friday, 08:00 am-04:30 pm
**Telework:** Not Available.
**Virtual:** This a not virtual position.
**Position Description Title/PD\#:** IT Specialist (Customer
Support)/PD 15263A (GS-07), PD 15264A (GS-09), and PD 15265A
(GS-11).
**Relocation/Recruitment Incentives:** Not Available.
**Financial Disclosure Report:** Not required.

**Physical Requirements:** The work of the IT Specialist (Customer
Support) 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 position involves a multi-grade career ladder**. The major
duties listed below represent the full performance level of GS-11.
At the GS-07 grade level, you will perform assignments of a more
limited scope and with less independence. You will progressively
acquire the background necessary to perform at the full performance
level of GS-11. Promotion is at the discretion of the supervisor and
is contingent upon satisfactory performance.

**Physical Requirements:** The work of the IT Specialist (Customer
Support) 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.

### Travel Required

Occasional travel - You may be expected to travel for this position.

##### Supervisory status

No

##### Promotion Potential

11

- #### Job family (Series)

2210 Information Technology Management

#### Similar jobs

- Analysts, Applications
- Analysts, Information Security
- Analysts, Network Security
- Applications Analysts
- Computer Occupations, All Other
- Computer Support Specialists

- 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

### Qualifications

To qualify for this position, applicants must meet all requirements
by the closing date of this announcement, 07/24/2019.

**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-11 position you must have served 52
weeks at the GS-09. 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.

**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 is:** *Demo*nstrated* experience
monitoring, diagnosing, troubleshooting and resolving
operating/network systems, hardware and software issues; and take
appropriate follow-up action.*

**You may qualify based on your experience and/or education as
described below:

For GS-7:** Applicants must have one 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.
**OR**
1 full year of graduate level education in computer science,
engineering, information science, information systems management,
mathematics, operations research, statistics, or technology
management or superior academic achievement.

**For GS-9:** Possess at least one year of specialized experience at
the next lower grade level (GS-07). Examples of specialized
experience would include: Possessing in depth knowledge of the
organization's Information Technology (IT) infrastructure; Applying
customer support concepts and methods sufficient to installing,
configuring, and testing software on customer workstations; Applying
IT 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, IT
systems or equipment guidance and/or training to enhance customer
knowledge, as well as to prevent problematic recurrences of Help
Desk Inquiries.
**OR-**
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-2 full years of progressively higher level graduate
education leading to a master's degree or equivalent graduate 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. A transcript must be submitted
with your application package.

**For GS-11:** Possess at least one year of specialized experience
at the next lower grade level (GS-09). Examples of specialized
experience would include: Applying customer support concepts and
methods; Installing operating systems, network systems,
applications, protocols, and equipment; and the IT infrastructure
sufficient to serve as senior customer technical analyst responsible
for resolving the most complex customer problems; Applying customer
support concepts and practices and new customer support technologies
sufficient to evaluating and reporting on new information technology
tools and trends related to customer support services; Recommending
purchase of new tools to enhance the delivery of customer support
services;Applying customer support concepts and methods; procedures
for troubleshooting and recovering systems and files; and customer
organizations Information Technology infrastructures sufficient to
review, validate, and standardize problem resolutions for inclusion
in the problem resolution database; Possessing in depth knowledge of
the organization's IT infrastructure; IT security principles and
skill in applying customer support concepts and methods sufficient
to install, configure, and test software on customer workstations
and peripheral devices; Applying IT methods and procedures for
documenting problem resolution, troubleshooting and data analysis
techniques as well as coordinating customer support activities
sufficient to receive, responding to and ensuring complete
resolution of complex Issues beyond what a Help Desk can resolve.
**OR**
Possess 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-3 fully
years of progressively higher level graduate education leading to a
Ph.D. or equivalent doctoral degree that provided a minimum of 24
semester hours in one or more of the fields identified above and
required the development and adaptation of applications, systems or
networks. A transcript must be submitted with your application
package.

**In addition to the experience/education requirements 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.
- **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.
- **Attention to Detail** - Is thorough when performing work and
conscientious about attending to detail.

**Experience:** Experience must be IT related; the experience may be
demonstrated by paid or unpaid experience and/or completion of
specific, intensive training, as appropriate.

***Preferred Certification:** Applicant should have ITIL Foundations
(v3 or 2011), CompTIA A+, Network+, and Security + certifications.
Please provide a copy of each certification.*

### Education

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

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.

### Additional information

The **Career Transition Assistance Plan** (CTAP) provide eligible
displaced 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 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.

### 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.

### Background checks and security clearance

##### Security clearance

Other

##### Drug test required

No

##### Position sensitivity and risk

Moderate Risk (MR)

##### Trust determination process

Suitability/Fitness

- Required Documents
------------------

To apply for this position, you must provide a complete Application
Package which includes:

- Resume
- SF-50/ Notification of Personnel Action



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/ Statement of Service
- Disability Letter (Schedule A)
- Disability Letter (VA)
- OF-306
- Resume
- Separation Notice (RIF)
- SF-15
- SF-50/ Notification of Personnel Action
- 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
--------

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.

Review our benefits

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
------------

**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
07/24/2019 to receive consideration. To preview the questionnaire
click https://apply.usastaffing.gov/ViewQuestionnaire/10542942.

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.

**NOTE**: Participation in the seasonal influenza program is a
condition of employment and a requirement for all Department of
Veterans Affairs Health Care Personnel (HCP). HCP are individuals
who, during the influenza season, work in VHA locations where
patients receive care or who come into contact with VA patients as
part of their duties. VHA locations include, but are not limited to,
VA hospitals and associated clinics, community living centers
(CLCs), community-based outpatient clinics (CBOCs), domiciliary
units, Vet centers and VA-leased facilities. HCP include all VA
licensed and unlicensed, clinical and administrative, paid and
unpaid, full- and part-time employees, intermittent employees, fee
basis employees, VA contractors, students, researchers, volunteers,
and trainees who work at these facilities. HCP that are unable to
receive or otherwise decline a flu shot will be expected to wear a
face mask throughout the influenza season.

### Agency contact information

### David Mason

##### Phone

304-623-3461 X3396

##### Email

david.mason2@va.gov

##### Address

OIT Louis A Johnson VA Medical Center
One Medical Center Drive
Clarksburg, WV 26301
US

Learn more about this agency

### 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.

- 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

### 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

- 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/538437100. Only resumes
submitted according to the instructions on the job announcement listed
at www.usajobs.gov will be considered.

Deputy Assistant Secretary for Information and Technology

Address

Clarksburg, WV
USA