This position is in the Office of Information Technology (OIT), End User Services (EUS) and is located at a Veteran Affairs (VA) facility. 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 of the specific VA facility assigned.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/01/2024. You may qualify based on your education or experience as described below. A transcript must be submitted with your application if you are basing our qualifications on education. Individual Occupational Requirements (Alternative A): Basic Requirements The 2210 qualification standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience. Education: All academic degrees and coursework must be from accredited or pre-accredited institutions. Undergraduate or Graduate Education: Degree 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. Requirements: Level Education GS-7 (or equivalent) 1 full year of graduate level education or superior academic achievement GS-9 (or equivalent) 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 GS-11 (or equivalent) 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 - 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 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. For the GS-07, you must have one year of specialized experience equivalent to at least the GS-05 level. Specialized experience is defined as applying IT principles, methods, and practices in the customer service and customer support area to identify and resolve issues and problems. For the GS-09, you must have one year of specialized experience equivalent to at least the GS-07 level. Specialized experience is defined as planning and delivering customer support services including installation, configuration, troubleshooting, customer assistance, and/or training in response to customer requirements; and troubleshooting, recovering, adjusting, modifying, and improving IT systems in order to provide advice and assistance to customers. For the GS-11, you must have one year of specialized experience equivalent to at least the GS-09 level. Specialized experience is defined as 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; and developing clear and concise IT reports and documentation for senior IT management. 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.

Education

PLEASE NOTE: 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 (particularly positions with a positive education requirement). Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html. All education claimed by applicants will be verified by the appointing agency accordingly. 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.

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]