IT Specialist (Custspt)
This work involves the planning and delivery of customer support services, performing a combination of duties; phone support, desk-side technical support and bench-top diagnosis and repair. 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. The incumbent is also responsible for diagnosing and/or resolving problems in response to customer reported incidents via IT support tickets; escalating problems to senior IT Specialists as appropriate; providing user management account support; and coordinating device files for software applications following established procedures. Provides Active Directory and other VA system account support, connectivity client support, client application support for various devices; and remains current with changing IT technologies via sponsored VA training and/or through personal education. The incumbent serves as a representative of the OIT organization in the assurance of the Department's mission and complies with VA policies. Work Schedule:
Monday - Friday 8:
30 a.m. to 5:
00 p.m. Position Description Title/PD#:
IT Specialist (Custspt)/15263A Physical Requirements:
The work 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 onsite 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. To qualify for this position, applicants must meet all requirements by the closing date of this announcement. Time-in-grade:
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 For a GS-7 position you must have served 52 weeks at the GS-6 level. For a GS-9 position you must have served 52 weeks at the GS-7 level. For a GS-11 position you must have served 52 weeks at the GS-9 level. GS-07:
To qualify at this level your resume must demonstrate one year of specialized experience that equipped you with the knowledge, skills, and abilities to perform the duties of an IT Specialist (Customer Support) at the GS-07 grade level. This experience must have been equivalent to at least the GS-05 level in the Federal service. Examples of specialized experience include:
planning and delivery of customer support services; phone support, desk-side technical support and bench-top diagnosis and repair; resolving customer related software and hardware problems; following agency policy and established procedures. OR, Education:
One full year of graduate level education or superior academic achievement (education must meet the requirements noted above). OR, Combination:
Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and qualifying graduate level education. GS09:
To qualify at this level your resume must demonstrate one year of specialized experience that equipped you with the knowledge, skills, and abilities to perform the duties of an IT Specialist (Customer Support) at the GS-09 grade level. This experience must have been equivalent to at least the GS-07 level in the Federal service. Examples of specialized experience include:
diagnosing and resolving problems in response to customer reported incidents; overseeing IT support ticketing system activities; coordinating device files for software applications according to established procedure; representing the IT organization in the assurance of the department's mission; supporting the operating system (and pilot testing of new systems) in accordance with documented procedure; configuring access ports for connecting users to the LAN. OR A masters 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 (education must meet the requirement noted above) .GS11:
To qualify at this level your resume must demonstrate one year of specialized experience that equipped you with the knowledge, skills, and abilities to perform the duties of an IT Specialist (Customer Support) at the GS-11 grade level. This experience must have been equivalent to at least the GS-09 level in the Federal service. Examples of specialized experience include:
development, implementation and management of IT processing systems; recommending new or revised operating procedures; managing the transition to new operating systems; monitoring system and device utilization; developing system configurations for both new and existing equipment; performing system maintenance and repair activities.OR 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 (education must meet the requirements noted 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. 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. 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.
Estimated Salary: $20 to $28 per hour based on qualifications.
Monday - Friday 8:
30 a.m. to 5:
00 p.m. Position Description Title/PD#:
IT Specialist (Custspt)/15263A Physical Requirements:
The work 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 onsite 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. To qualify for this position, applicants must meet all requirements by the closing date of this announcement. Time-in-grade:
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 For a GS-7 position you must have served 52 weeks at the GS-6 level. For a GS-9 position you must have served 52 weeks at the GS-7 level. For a GS-11 position you must have served 52 weeks at the GS-9 level. GS-07:
To qualify at this level your resume must demonstrate one year of specialized experience that equipped you with the knowledge, skills, and abilities to perform the duties of an IT Specialist (Customer Support) at the GS-07 grade level. This experience must have been equivalent to at least the GS-05 level in the Federal service. Examples of specialized experience include:
planning and delivery of customer support services; phone support, desk-side technical support and bench-top diagnosis and repair; resolving customer related software and hardware problems; following agency policy and established procedures. OR, Education:
One full year of graduate level education or superior academic achievement (education must meet the requirements noted above). OR, Combination:
Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and qualifying graduate level education. GS09:
To qualify at this level your resume must demonstrate one year of specialized experience that equipped you with the knowledge, skills, and abilities to perform the duties of an IT Specialist (Customer Support) at the GS-09 grade level. This experience must have been equivalent to at least the GS-07 level in the Federal service. Examples of specialized experience include:
diagnosing and resolving problems in response to customer reported incidents; overseeing IT support ticketing system activities; coordinating device files for software applications according to established procedure; representing the IT organization in the assurance of the department's mission; supporting the operating system (and pilot testing of new systems) in accordance with documented procedure; configuring access ports for connecting users to the LAN. OR A masters 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 (education must meet the requirement noted above) .GS11:
To qualify at this level your resume must demonstrate one year of specialized experience that equipped you with the knowledge, skills, and abilities to perform the duties of an IT Specialist (Customer Support) at the GS-11 grade level. This experience must have been equivalent to at least the GS-09 level in the Federal service. Examples of specialized experience include:
development, implementation and management of IT processing systems; recommending new or revised operating procedures; managing the transition to new operating systems; monitoring system and device utilization; developing system configurations for both new and existing equipment; performing system maintenance and repair activities.OR 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 (education must meet the requirements noted 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. 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. 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.
- Department:
2210 Information Technology Management - Salary Range:
$49,610 to $84,682 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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