It Specialist
The primary duties and responsibilities include resolving customer related software and hardware problems In accordance with established policies and procedures. The Incumbent is also responsible for diagnosing and/or resolving problems in response to customer reported incidents via trouble tickets:
escalating problems to the Lead or Supervisory IT Specialist as appropriate; overseeing Help Desk activities; and configuring devices and software applications following established procedures. Provides account management support, client connectivity support and client application support for various devices:
and remains current with changing IT technologies via sponsored VA training and/or through personal education. Additional duties and responsibilities are as follows:
Ensures Help Desk tracking and asset information is accurate. Ensures telecommunications closets are organized and connections labeled according to VA standards. Develops and maintains accurate and timely entries in the approved VA problem tracking and resolution databases. Plans and delivers technical support including troubleshooting, installation, removal, moves, system knowledge assistance/train. Documents and provides feedback on trends associated with customer support, including viable recommendations for improvement. Provides a variety of IT support services essential to the effective operation and performance of VA IT systems implemented at the end user location. Provides group and one on one systems/software applications training to customers as required. Coaches junior IT specialist in resolving the highly complex IT problems and issues. Evaluates usage patterns and incorporates customer feedback into recommendations for improving the functionality or performance of a given system. Installs and configures VA approved software applications, troubleshoots & maintains all VA approved customer hardware/software applications. Manages the movement and installation of IT equipment to assure coordination of IT support and customer service. Provides support for technology endpoints by implementing, maintaining and updating VA standard baseline configurations for these devices. Supports, manages and implements the VA data and system backup process, conducts and ensures backup maintenance and troubleshooting as needed. Utilizes experience, discretion, judgment and knowledge in the planning, execution, operation and maintenance of IT systems and infrastructure. Diagnoses and resolves problems in response to IT reported incidents. Reviews proposed changes to the client operation environment; suggest resolutions, performs account management. Identifies and breaks down problems using structured problem resolution approaches. Documents solutions to problems and recommends fundamental changes to system configurations to prevent recurrences. Work Schedule:
Compressed/Flexible:
Monday through Friday, 8:
00 a.m. to 4:
30 p.m. Telework:
Not Available Virtual:
This is not a virtual position. Position Description/PD#:
It Specialist/PD17041A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/14/2020. 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 GS12 position you must have served 52 weeks at the GS11. 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. 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. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. There is no substitution of education at the GS-12 grade level for this occupation. You may qualify based on your experience and/or education as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. 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. AND, 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:
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. 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/.
Estimated Salary: $20 to $28 per hour based on qualifications.
escalating problems to the Lead or Supervisory IT Specialist as appropriate; overseeing Help Desk activities; and configuring devices and software applications following established procedures. Provides account management support, client connectivity support and client application support for various devices:
and remains current with changing IT technologies via sponsored VA training and/or through personal education. Additional duties and responsibilities are as follows:
Ensures Help Desk tracking and asset information is accurate. Ensures telecommunications closets are organized and connections labeled according to VA standards. Develops and maintains accurate and timely entries in the approved VA problem tracking and resolution databases. Plans and delivers technical support including troubleshooting, installation, removal, moves, system knowledge assistance/train. Documents and provides feedback on trends associated with customer support, including viable recommendations for improvement. Provides a variety of IT support services essential to the effective operation and performance of VA IT systems implemented at the end user location. Provides group and one on one systems/software applications training to customers as required. Coaches junior IT specialist in resolving the highly complex IT problems and issues. Evaluates usage patterns and incorporates customer feedback into recommendations for improving the functionality or performance of a given system. Installs and configures VA approved software applications, troubleshoots & maintains all VA approved customer hardware/software applications. Manages the movement and installation of IT equipment to assure coordination of IT support and customer service. Provides support for technology endpoints by implementing, maintaining and updating VA standard baseline configurations for these devices. Supports, manages and implements the VA data and system backup process, conducts and ensures backup maintenance and troubleshooting as needed. Utilizes experience, discretion, judgment and knowledge in the planning, execution, operation and maintenance of IT systems and infrastructure. Diagnoses and resolves problems in response to IT reported incidents. Reviews proposed changes to the client operation environment; suggest resolutions, performs account management. Identifies and breaks down problems using structured problem resolution approaches. Documents solutions to problems and recommends fundamental changes to system configurations to prevent recurrences. Work Schedule:
Compressed/Flexible:
Monday through Friday, 8:
00 a.m. to 4:
30 p.m. Telework:
Not Available Virtual:
This is not a virtual position. Position Description/PD#:
It Specialist/PD17041A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/14/2020. 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 GS12 position you must have served 52 weeks at the GS11. 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. 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. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. There is no substitution of education at the GS-12 grade level for this occupation. You may qualify based on your experience and/or education as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. 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. AND, 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:
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. 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/.
- Department:
2210 Information Technology Management - Salary Range:
$79,943 to $103,931 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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