The position is located in the Department of Veterans Affairs, Office of Information and Technology (OIT), Enterprise Command Operations (ECO). The purpose of the position is to provide system analysis and customer support for all Major Incidents related to Information Technology (IT) service outages, degradation of services, and unplanned service disruptions that negatively impact the VA's nationwide plans, goals, and mission effectiveness in support of our nation's Veterans.

Duties

This is a bargaining unit position 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: Sunday- Thursday, 3:00 PM ET -11:30 PM ET Compressed/Flexible: Not Available Virtual: This is not a virtual position. Position Description/PD#: Information Technology Specialist/PD18158A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/02/2024. You may qualify based on your experience as described below: 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. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. AND Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. 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 is defined as managing and coordinating all activities necessary to respond to; recording and resolving highly complex incidents by determining, acquiring and managing the resources needed for the quickest resolution; delivering the highest level of customer service and rapid reaction planning during critical and high priority major incidents; maintaining continuous oversight of all proposed major incidents; staying abreast of all internal processes and keeping a sharp focus on process improvement. Experience applying decision support theories, facilitation and coordination techniques and methods, and tools for identifying, diagnosing and resolving problems in response to customer reported IT incidents; utilize methods to develop data related to management reports and projects, evaluate basic issues, determine best approach to address challenges, and prepare appropriate conclusions and recommendations. 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. Per Office of Personnel Management General Schedule Qualification Policies, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable when documented by satisfactory evidence (e.g., a memorandum from the manager, human resources director, or official documentation such as SF-52, SF-50 documenting an official detail/assignments, or other comparable documentation). The documentation must indicate whether the employee performed the duties full time or, if part-time, the percentage of times the employee performed the additional duties. To receive credit for experience in your resume that is not within the official series and grade level of your position, you must provide official documentation of such experience as indicated above. 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/.

Education

There is no educational substitution at this grade level.

Contacts

• Address DAS Information and Technology - 103 810 Vermont Avenue NW Washington, DC 20420 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]