The position is located within the Department of Veterans Affairs (DVA), Office of Information and Technology (OIT), End User Services (EUS), End User Operations (EUO). The primary duties and responsibilities include resolving customer related software and hardware problems In accordance with established policies and procedures.

Duties

DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority under 5 CFR 337.201 (DA-002) for this occupation. Major Duties: Diagnoses and resolves problems in response to IT reported incidents. Manages the movement and installation of IT equipment to assure coordination of IT support and customer service. Documents and provides feedback on trends associated with customer support, including viable recommendations for improvement. Provides support for technology endpoints (personal computers, laptops, tablets, smart phones, desk phones, video teleconferencing equipment, etc.) by implementing, maintaining and updating VA standard baseline configurations for these devices. This includes the support of specialized endpoint applications and troubleshooting. Provides support, implements, and manages Desktop software patching and installation, including packet creation, using VA approved processes and tools. Reviews proposed changes to the client operating environment; suggests resolutions that are most likely to be used on a regular basis; performs account management on a regular basis to clear duplicate and outdated entries; trains lower graded IT Specialists in account management procedures; and investigates and recommends purchase of tools and technologies to improve responsiveness to customer requirements. Evaluates usage patterns and incorporates customer feedback into recommendations to the Lead or Supervisory IT Specialist for improving the functionality or performance of a given system. Identifies and breaks down problems using structured problem resolution approaches; and works with network specialists, application developers, system administrators, and security specialists to prevent recurring problems. Documents solutions to problems and recommends fundamental changes to system configurations to prevent recurrences. Coaches junior IT specialist in resolving the highly complex IT problems and systems issues. Provides group and one on one systems/software applications training to customers as required; and provides on the job training to lower graded IT Specialists. Promulgates and assures conformance with VA/OI&T security policies by de-commissioning equipment, completing appropriate paper work and following procedures to surplus outdated or damaged systems and equipment and ensures all data storage media are accounted for, sanitized and destroyed per VA Policy and local procedure. 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 Position Description/PD#: IT Specialist/PD17041A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required Travel Required: Occasional travel may be required as needed for this position. Work Schedule: Monday - Friday, 8:00am to 4:30pm; Tour of duty will be determined based on organizational needs. Compressed/Flexible: As determined by the Agency Policy Virtual: This is not a virtual position. Remote: This is not a remote position. Physical Demands: 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. Subject to call back outside tour of duty. Working Conditions: The work area is adequately lighted, heated and ventilated. The work environment involves everyday risks or discomforts that require normal safety precautions.

Requirements

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• Complete the initial online assessment and USAHire Assessment, if required
• 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
• To be considered for this position, applicants must complete all required steps in the process.

Qualifications

To qualify for this position, applicants must meet the Individual Occupational Requirement (IOR) and the Specialized Experience Requirement by the closing date of this announcement, 01/06/2025. Qualification requirements in the vacancy announcements are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook, which contains federal qualification standards. This handbook is available on the Office of Personnel Management's website located at: https://www.opm.gov/policy To meet the qualifications for this position, INDIVIDUAL OCCUPATIONAL REQUIREMENT (IOR): This position has an Individual Occupational Requirement. To be considered for this position, you must meet the basic requirement and the specialized experience requirement under this section. Basic Requirement: You must have IT-related experience (which may be may be obtained by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate) demonstrating each of the four competencies listed below: 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 REQUIREMENT: One year of specialized experience (equivalent to the GS-11 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 is defined as: Possessing IT experience and having a detailed background with extensive experience in operations, resolving the highly complex IT problems and issues of IT delivery systems and equipment. 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, religious; 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. 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. It is the policy of the VA to not deny employment to those who have faced financial hardships or periods of unemployment. Your experience must be clearly stated in your resume. We cannot make assumptions on your experience based on your current, or former, position titles on your resume. Failure to clearly demonstrate your qualifying experience in your resume may result in disqualification for this position and your rating will be adjusted as necessary.

Education

EDUCATIONAL SUBSTITUTION: There is no educational substitution for this position at this grade level.

Contacts

• Address DAS for Information Technology - 103 810 Vermont Ave. NW Washington, DC 20240 US
• Name: Recruitment Team Two B
• Email: VACOVAOITOPSHRRPTeam2B@va.gov