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Information Technology (IT) Specialist (Customer Support)

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

##### Department of Veterans Affairs

Deputy Assistant Secretary for Information and Technology

##### VA Boston Healthcare System

Overview
--------

- ##### Open & closing dates

07/09/2019 to 07/29/2019

- ##### Service

Competitive

- ##### Pay scale & grade

GS 7 - 11

- ##### Salary

$50,171 to $89,726 per year

- ##### Appointment type

Permanent

- ##### Work schedule

Full-Time

Location
--------

1 vacancy in the following location:

-

Jamaica Plain, MA

##### Relocation expenses reimbursed

No

##### Telework eligible

No

- Duties
------

### Summary

This position in the Office of Information Technology (OIT), End
User Operations and is located at the Jamaica Plain campus of VA
Boston Healthcare System. The primary duties and responsibilities
include providing Point of Care Customer Service. In accordance with
established policies and procedures of the specific VA facility
assigned. The employee works in a multi-vendor IT environment
supporting multi-user computer systems.

Learn more about this agency

### Responsibilities

Some duties include but are not limited to:

- Resolving customer related technical software and hardware
problems;
- Diagnosing and/or resolving problems in response to a customer
reported incident via trouble tickets;
- Planning and delivery of IT customer support services;
- Submitting recommendations to improve the efficient use of the
system and responding to special requests for system data.
- Maintaining and updating system files necessary to control all
aspects of system operations and access.
- Performing other related duties and responsibilities as
assigned/required.


**Work Schedule**: Monday-Friday 8:00am - 4:30pm
**Compressed/Flexible:** Not Offered
**Telework:** Not Offered
**Virtual**: This is not a virtual position.
**Position Description/PD\#:** Information Technology (IT)
Specialist (Customer Support) 15263A, 15264A & 15265A
**Relocation/Recruitment Incentives**: Not Authorized
**Financial Disclosure Report:** Not required
**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.
**Notifications:**

- This position is an AFGE Bargaining Unit position.
- This position is covered by locality-based comparability pay.
- Candidates who meet the qualification requirements within 15
work days following the closing date of the announcement will be
considered.
- Veterans' preference does not apply.
- Current and former Federal employees must submit copies of their
most recent SF-50, (Notice of Personnel Action). The SF-50 must
identify the position title, series, grade, step, tenure and
type of service (Competitive or Excepted). In some cases, more
than one SF-50 may be required to show a higher grade previously
held.
- Time-in-Grade Restriction - 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. The grade may have
been in any occupation but must have been held in the Federal
service.
- Incomplete applications will not be considered.

**Physical Requirements:** 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.

**R?sum? Reminder:** Your r?sum? must include the following
information each job listed: Please be aware that your answers will
be verified against information provided on your r?sum?. Be sure
that your r?sum? clearly supports your responses to all of the
questions by addressing your work experience in detail.
1. Job title
2. Duties (be as detailed as possible)
3. Month & year start/end dates (e.g. June 2007 to April 2008)
4. Full-time or part-time status (include hours worked per week).

**Recommended:** Even though we do not require a specific r?sum?
format, your r?sum? must be clear so that we are able to fully
evaluate your qualifications. To ensure you receive appropriate
consideration, please list the duties you performed under each
individual job title. If we are unable to match your experiences
with the positions held, you may lose consideration for this
vacancy.

### Travel Required

Occasional travel - You may be expected to travel to other campuses
as needed for this position.

##### Supervisory status

No

##### Promotion Potential

11

- #### Job family (Series)

2210 Information Technology Management

#### Similar jobs

- Computer Occupations, All Other
- Computer Support Specialists
- Information Technology Specialist (It Specialist)

- Requirements
------------

### Conditions of Employment

- You must be a U.S. citizen to apply for this job.
- Subject to a background/suitability investigation.
- 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.
- Selectee may be required to a pre-employment physical.
- The incumbent may be required to travel to other VA campuses and
CBOC?s.
- Selectee may be required to work at any Boston Healthcare System
campus, as needed.

### Qualifications

**This position involves a multi-grade career ladder.** The major
duties listed below represent the full performance level of GS-11.
At the GS-11 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, availability of higher
level work, and availability of funds.

For all grade levels for this position individuals must have
IT-related experience demonstrating each of the four competencies
listed below.
1. **Attention to Detail -** Is thorough when performing work and
conscientious about attending to detail.
2. **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.
3. **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.
4. **Problem Solving -** Identifies problems; determines accuracy
and relevance of information; uses sound judgment to generate
and evaluate alternatives, and to make recommendations.

**AND**

**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.

**GS-07 grade level:** One year of specialized experience
(equivalent to the GS-05 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. Specialized experience includes: applying, IT
principles, methods, and practices in the customer service and
customer support area to identify and resolve issues and problems.

**OR**

**Applicants may substitute education for the experience required
for the GS-07 level:** You must have a Bachelor's degree with
Superior Academic Achievement (S.A.A.) **or** one (1) full year of
graduate level study (or law school, as specified in qualification
standards or individual occupational requirements). (S.A.A. is based
on (1) class standing, (2) grade-point average, or (3) honor society
membership. 1. Class standing--Applicants must be in the upper third
of the graduating class in the college, university, or major
subdivision, such as the College of Liberal Arts or the School of
Business Administration, based on completed courses. 2. Grade-point
average (G.P.A.)--Applicants must have a grade-point average of: 3.0
or higher out of a possible 4.0 ("B" or better) as recorded on their
official transcript, or as computed based on 4 years of education,
or as computed based on courses completed during the final 2 years
of the curriculum; or 3.5 or higher out of a possible 4.0 ("B+" or
better) based on the average of the required courses completed in
the major field or the required courses in the major field completed
during the final 2 years of the curriculum. Grade-point averages are
to be rounded to one decimal place. For example, 2.95 will round to
3.0 and 2.94 will round to 2.9. **3.** Election to membership in a
national scholastic honor society--Applicants can be considered
eligible based on membership in one of the national scholastic honor
societies listed below. These honor societies are listed in the
Association of College Honor Societies. Agencies considering
eligibility based on any society not included in the following list
must ensure that the honor society meets the minimum requirements of
the Association of College Honor Societies. Membership in a freshman
honor society cannot be used to meet the requirements of this
provision. A transcript or course listing must be submitted if you
are basing all or part of your qualifications on education.)

**OR**

**Applicants may also combine education and experience to qualify at
the GS-07 level.

GS-09 grade level:** One year of specialized experience (equivalent
to the GS-07 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. Specialized
experience includes: planning and delivering customer support
services, including installation, configuration, troubleshooting,
customer assistance, and/or training, in response to customer
requirements; troubleshooting, recovering, adjusting, modifying, and
improving IT systems in order to provide advice and assistance to
customers.

**OR**

**Applicants may substitute education for the experience required
for the GS-09 level:** You must have 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.

**OR**

**Applicants may also combine education and experience to qualify at
the GS-09 level.

GS-11 grade level:** One year of specialized experience (equivalent
to the GS-09 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. Specialized
experience includes: coordinating customer support activities
sufficient to receive, respond to and ensure complete resolution of
complex issues beyond what a help desk can resolve; providing
comprehensive software, IT systems or equipment guidance and/or
training to enhance customer knowledge, as well as to prevent
recurring help desk inquiries; developing clear and concise IT
reports and documentation for senior IT management.

**OR**

**Applicants may substitute education for the experience required
for the GS-11 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**

**Applicants may also combine education and experience to qualify at
the GS-11 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.

### Education

**Note:** Undergraduate and graduate degrees 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. (Unofficial Transcripts Required)

**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.

### Additional information

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 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.** Applicants
will be referred in alphabetical order.

### Background checks and security clearance

##### Security clearance

Other

##### Drug test required

No

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

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

- R?sum?

**The following documents are accepted:**
- Cover Letter
- DD-214
- OF-306
- Other
- Other Veterans Document
- SF-15
- SF-50
- Transcript (copy of diploma will not be accepted)

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.

- 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 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 07/29/2019 to receive consideration.
To preview the questionnaire click
https://apply.usastaffing.gov/ViewQuestionnaire/10544436.

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 r?sum? 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 M**ore 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.

**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

### Job Information

##### Phone

(774)826-1269

##### Email

vhabhsjobs@va.gov

##### Address

OIT VA Boston Healthcare System
150 South Huntington Avenue
Jamaica Plain, MA 02130
US

Learn more about this agency

### Next steps

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.

- 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/538914300. 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

Jamaica Plain, MA
USA