Information Technology Specialist (Customer Support) at Martinsburg

JOB SUMMARY:

Vacancy ID: 916404 

The Department of Veterans Affairs (VA) needs employees who possess the energy, compassion, and commitment to serve those who serve our country.  Whatever the job title, every position in VA will give you a chance to make a meaningful and personal contribution to the lives of truly special and deserving people - our Veterans.  Working for VA is one of the most emotionally satisfying and professionally rewarding ways to dedicate the best within you to your countrys service.

If you are transitioning from the military or a Veteran already, we invite you to explore the benefits of continuing your career at the VA.  The VA is committed to hiring Veterans. 

The VA is much more than just another employer.  It is an honorable, open and welcoming community of those who care.  Gratitude is our motivation and service is our mission.

The VA has adopted Core Values and Characteristics that apply universally across the Department.  The five Core Values define “who we are,” our culture and how we care for Veterans, their families and other beneficiaries.  The Values are Integrity, Commitment, Advocacy, Respect and Excellence (“I CARE”).

Americas Veterans need you!

To find out more, go to http://www.va.gov/jobs/

KEY REQUIREMENTS

• You must be a U.S. citizen to apply for this job.
• You will be subject to a background/suitability investigation.

DUTIES:Back to top

Thisposition involves a multi-grade career ladder. The major duties listed belowrepresent the full performance level of GS-11. At the GS-7 grade level, youwill perform assignments of a more limited scope and with less independence.You will progressively acquire the background necessary to perform at the fullperformance level of GS-11. Promotion is at the discretion of the supervisorand is contingent upon satisfactory performance, availability of higher levelwork, and availability of funds.

Thisposition is located in the Office of information & Technology at theMartinsburg VA Medical Center. You will perform a combination of duties; Help Desk phonesupport, desk-side technical support and bench top diagnosis and repair. Youwill provide a variety of customer support assistance related to computerrelated technical services essential to the efficacy and viability of VA InformationTechnology systems. The work involves participating in the planning anddelivery of technical support services, including troubleshooting,installation, removals, moves, customer assistance, and/or training, inresponse to customer requirements. You will ensure Help Desk asset informationend problem/resolution databases are accurate; all work performed is logged InHelp Desk tracking system; and tickets are closed after work is performed in anaccurate and timely manner. You will diagnoseand independently resolves moderately complex Information Technology related problems in responseto customer reported incidents; and provide feedback on problematic trends andpatterns In customer support, including recommendations specifying improvements.You will perform all duties as assigned.

WorkSchedule: Tours identified are Mon-Fri 3:30pm-Mid, Mon-Fri Mid-830am, Wed-Sun8:00a-4:30pm, Wed­Sun3:30pm-Mid, Mon-Fri 8:00-4:30pm. Incumbent may be requiredto work irregular tours of duty for this position and is to provide afterhours technical support when needed with a situation and/or outage that isimpacting patient care which will be considered "call back status".

***RELOCATION EXPENSES AND/OR INCENTIVES ARE NOT AUTHORIZED***

QUALIFICATIONS REQUIRED:Back to top

Possess one (1) full year of graduate level education. This education must demonstrate the competencies / knowledge, skills, and abilities necessary to do the work. (UNOFFICIAL TRANSCRIPTS REQUIRED)

~OR~

Possess credential that include Superior Academic Achievement (SAA) at the baccalaureate level in the coursework detailed above is fully qualifying.  Applicants who wish to apply under this provision must submit proof from their educational institution that they meet one of the criteria listed below.  To qualify for SAA, applicants must have completed all the requirements for a bachelors degree as described above under "Basic Requirements" and meet one of the following:

1. A grade-point average of "B" (a GPA of 2.95 or higher out of a possible 4.0) for all completed undergraduate courses, or those completed in the last two years of undergraduate study.

2. A grade point average of "B+" (a GPA of 3.45 or higher out of a possible 4.0) for all courses in your major field of study, or those courses in your major completed in the last two years of undergraduate study.

3. Rank in the upper one-third of your class in the college, university or major subdivision.

4. Membership in a national honor society (other than freshman honor societies) recognized by the Association of College Honor Societies. (UNOFFICIAL TRANSCRIPTS REQUIRED) ~OR~

At least one year of work experience that shows all four (4) of the following competencies: 1) Attention to Detail -thorough when performing work and conscientious about attending to detail. 2) Customer Service - work 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. 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. ~OR~

At least one (1) year of specialized experience at the next lower grade level that include, but is not limited to: Application Software, Customer Support; Data Management, Internet, Network Service, Operating Systems, Internet, etc.

Physical Demands: Thework is both sedentary and active, requiring walking throughout the medical center.Duties may require lifting, calling and carrying computer equipment such as monitorsand printers weighing 20-40 pounds. Asking assistance from other specialist tohelp with lifting is encouraged. There may be limited crawling under desks and behindareas to gain access to equipment.

Fore information on these qualification standards, please visit the United States Office of Personnel Managements website at http://www.opm.gov/qualifications.

APPLICANTS 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. Please refer to this checklist to ensure proper accreditation and for foreign education requirements.

Veterans Preference:

When applying for Federal jobs, eligible veterans should claim preference on the Occupational Questionnaire in the section provided and provide a legible copy of DD-214(s) showing all dates of service as well as character of service (honorable, general, etc.). Additionally, veterans with service-connected disability of 10% or more must also submit a copy of their official statement from the Department of Veterans Affairs, or from a branch of the Armed Forces, certifying their service-connected disability and/or their receipt of compensation for service-connected disability.

Veterans with service-connected disability of less than 10%, non service-connected disability, and Purple Heart recipients, as-well-as those claiming derived preference for a spouse, widow or widower, or natural mother, should refer to and submit a completed " SF15, "Application for 10-Point Veteran Preference ," (go to http://www.opm.gov/forms/pdf_fill/SF15.pdf) and required documentation with your application materials. For more information on Veterans Preference, please visit http://www.fedshirevets.gov/job/veterans.aspx.

 

HOW YOU WILL BE EVALUATED:

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.

Country: USA, State: West Virginia, City: Martinsburg, Company: Veterans Affairs, Veterans Health Administration.