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Information Technology Specialist - Customer Support

Company: Department of Veterans Affairs
Location: North Charleston
Posted on: June 12, 2021

Job Description:

  • Duties

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Duties

Summary

DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.201) for this occupation.

This is an OPEN & CONTINUOUS announcement. Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available. Applications will remain on file until June 30, 2021.

NOTE: The salary shown in this announcement is based on the Rest of the US pay scale. Actual salary will be determined by location of employment.

Learn more about this agency

Responsibilities

This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles: "OPM Cyber Code - Work Role Name Technical Support Specialist, #411." 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)

These positions are in the Office of Information Technology (OIT), IT Operations and Services (ITOPS) and are located at a VA facility within VISN 7.

Duty Description:

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: This position supports 24/7 operations throughout the calendar year. Work is typically performed on the day shift; however, candidate may be subject to overtime work, shift work, and/or work on rotating shifts to include evenings, weekends, and holidays.

Compressed/Flexible Schedule: Not Available

Telework: Not Available

Position Description Title/PD#: Information Technology Specialist - Customer Support~/15263-A, 15264-A, and 15265-A

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. The work is performed in the facility's computer repair workroom and in various business and/or clinical settings. There will be instances where the employee will need to crawl under/over/behind desks, through various types of furniture to get to the device in need of repair. There is some exposure to circuitry of electronic equipment during bench-top or on-site analysis of problems or testing. In the latter situation, the employee must apply knowledge and reasonable precautions to and personal injury or damage to the equipment. Occasional travel may be required on short notice.

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.

Travel Required

Occasional travel - Travel required up to 10% of the time.

Supervisory status

No

Promotion Potential

11

  • Job family (Series)

2210 Information Technology Management

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  • Requirements

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Requirements

Conditions of Employment

  • You must be a U.S. citizen to apply for this job
  • Subject to a background/suitability investigation
  • Designated and/or random drug testing may be required
  • 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

Qualifications

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

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 for this position is: Demonstrated experience monitoring, diagnosing, troubleshooting and resolving operating/network systems, hardware and software issues; and take appropriate follow-up action

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.

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 infrastructure;
  • Applying customer support concepts and methods sufficient to installing, configuring, and testing software on customer workstations;
  • Applying Information Technology 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, Information Technology 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- 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 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 (official or unofficial) or course listing 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 Information Technology 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 Information Technology infrastructure; Information Technology 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 Information Technology 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-Ph.D. or equivalent doctoral degree 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 (official or unofficial) or course listing must be submitted with your application package.

AND

In addition to the specialized experience described above, you must have IT-related experience in each of the following four competencies listed below which must be supported by the information contained in your resume and other application materials.

  • 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.

https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/

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

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.

Keywords: Department of Veterans Affairs, Charleston , Information Technology Specialist - Customer Support, Other , North Charleston, South Carolina

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