Veterans Affairs, Veterans Health Administration IT Specialist (Customer Support) in Syracuse, New York
IT Specialist (Customer Support)
Department of Veterans Affairs
Veterans Affairs, Veterans Health Administration
- ##### Open & closing dates
07/31/2019 to 08/06/2019
- ##### Service
- ##### Pay scale & grade
GS 7 - 11
- ##### Salary
$48,353 to $82,542 per year
- ##### Appointment type
- ##### Work schedule
1 vacancy in the following location:
Relocation expenses reimbursed
The incumbent's work involves the planning and delivery of customer support services to the Syracuse VA Medical Center as well as the Community Based Outpatient Clinics (CBOCs) associated with the Syracuse VA. The incumbent serves as a representative of the Office of Information Technology (OIT) organization in the assurance of the Department's missions and complies with VA policies.
Learn more about this agency
- - Provide a variety of IT customer support services essential to the effective performance of IT systems - Maintain and support systems configuration related to moves, adds and changes (MAC) - Plan and deliver technical support services - Provide group and one on one systems/software applications training to customers as required or requested - Provide support to external and internal customers with varying levels of computing skills - Communicate orally and in writing with customer to gain understanding of technical problems - Review IT Service requests and tickets; troubleshoots and resolves advance technical issues to the extent possible - Utilize remote administration software tools to assist customers remotely - Identify and break down problems using structured problem resolution approaches; and work with network specialists, applications developers, systems administrators and security specialist to prevent recurring problems - Assist or lead in physical equipment deployment efforts as well as technical compliance - Install and configure approved software applications
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.
Work schedule: M-F, 8:00 AM to 4:30 PM OR Tuesday-Saturday 8:00 AM to 4:30PM (as needs of the VA). Compressed/Flexible Schedule: Not available Telework: Not available Virtual: This a not virtual position. Position Description Title/PD#: IT SPECIALIST CUSTOMER SERVICE /015263A, 015264A, 015265A Relocation/Recruitment Incentives: Not Available Financial Disclosure Report: Not required
Occasional travel - To support other sites on occasion.
- #### Job family (Series)
2210 Information Technology Management
- Computer Occupations, All Other
Conditions of Employment
- You must be a U.S. Citizen to apply for this job
- Designated and/or random drug testing may be required
- Selective Service Registration is required for males born after 12/31/1959
- 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
- Must pass a pre-employment physical
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/06/2019.
Time-In-Grade Requirement: 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 by the closing date of this announcement. For a GS-7 position you must have served 52 weeks at the GS-5. For a GS-9 position you must have served 52 weeks at the GS-7. For a GS-11 position you must have served 52 weeks at the GS-9. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.
Selective Placement Factors: Knowledge, skills, abilities, or special qualifications that are in addition to the minimum requirements in a qualification standard, but are determined to be essential to perform the duties and responsibilities of a particular position. Applicants who do not meet it are ineligible for further consideration.
Selective Placement Factor for this position: Selectee must possess IT experience in monitoring, diagnosing, troubleshooting and resolving operations/network systems, hardware and software issues; taking appropriate follow-up action. (Application materials must reflect this experience in detail to receive credit)
You may qualify based on your experience and/or education as described below:
Experience must be IT-related and has equipped you with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of this position. The experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.
Education must be in the major study of computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field. - GS-7: Specialized Experience: You 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, but are not limited to: diagnosing and resolving customer reported computer incidents; supporting customers in a help desk environment; and presenting customers with recommendations for improvements and/or updates. OR, Applicants may substitute education for the required specialized experience. To qualify based on education for this grade level you must have successfully completed 1 full year of graduate level education or superior academic achievement in a major study as described above.
GS-9: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-7) in the normal line of progression for the occupation in the organization. Examples of specialized experience for this position include, but are not limited to: diagnosing and resolving customer reported computer incidents; ensuring computer systems are operational; working in a help desk environment; coding, testing, and/or debugging program units; and presenting customers with recommendations for improvements and/or updates. OR, Applicants may substitute education for the required specialized experience. To qualify based on education for this grade level you must have successfully completed a master's degree or equivalent graduate degree or 2 full years of progressively higher level education leading to a master's degree or equivalent graduate degree in a major study as described above.
GS-11: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-9) in the normal line of progression for the occupation in the organization. Examples of specialized experience for this position include, but are not limited to diagnosing and resolving complex customer reported computer incidents; ensuring computer systems are operational; working as a senior help desk specialist; coding, testing, and debugging program units; and presenting management and customers with recommendations for improvements and/or updates; configuring devices and working with networking issues. OR, Applicants may substitute education for the required specialized experience. To qualify based on education for this grade level you must have successfully completed a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher graduate education leading to a Ph. D or equivalent doctoral degree in a major study as described above.
AND, in addition to the experience/education described above, you must have IT-related experience demonstrating each of the four competencies listed below which must be supported by your resume and other application materials. 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.
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.
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.
Physical Requirements: May involve periods of walking, bending, stooping, lifting, carrying, moving up to 50 pounds of components and supplies, reaching, pulling, and working at a keyboard and monitor.
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/.
A transcript must be submitted with your application if you are basing all or part of your qualifications on 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. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
This job opportunity announcement may be used to fill additional vacancies.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
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.
Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
Background checks and security clearance
Drug test required
Position sensitivity and risk
Moderate Risk (MR)
Trust determination process
- Required Documents
To apply for this position, you must provide a complete Application Package which includes:
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information. - Cover Letter - DD-214/ Statement of Service - Disability Letter (Schedule A) - License - OF-306 - Other (1) - Other (2) - Other (3) - Resume - SF-15 - SF-50/ Notification of Personnel Action - Transcript
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility): - Most recent SF-50 if you are a current or former Federal employee - An SF-50 showing your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade - Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade. - Examples of appropriate SF-50's include: - Within grade increases at the highest grade held; or - Promotions with an effective date more than one year old; or - SF-50's at the highest grade held with an effective date more than one year old.
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
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.
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 questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 08/06/2019 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10562697.
- To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
- 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 USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application 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 USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS 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
Syracuse VA Medical Center 800 Irving Ave Syracuse, NY 13210 US
Learn more about this agency
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications 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. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
- 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/541122000. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.