IT Specialist (Customer Support)

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This position is in the Office of Information Technology (OIT), End User Services (EUS), End User Operations (EUO) and is located at a Veteran Affairs (VA) facility. Work involves the planning and delivery of customer support services. 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.

Duties

This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles.

OPM Cyber Code 411 - Technical Support Specialist

For more information about these work roles, please visit the Cyber Career Pathways tool on the National Initiative for Cybersecurity Careers and Studies website:

Please read this public notice in its entirety prior to submitting your application. Vacancies may not presently exist but may become available at any point during the opening period of this vacancy announcement. We will not review applicant resumes until there is a request to fill a vacancy.

You are applying to a public notice to fill current and future vacancies. Please note, there may or may not be actual/projected vacancies when you submit your application. Your resume and any supporting documentation will be retained with other applicants and reviewed as vacancies occur. You will not receive a notice regarding your application's status other than the initial acknowledgment until a request is received to fill a position.

This announcement will remain open until December 29, 2023. The cut-off date is January 20, 2023 OR the point at which the first 100 applications are received, whichever comes first. Due to the potential of a high volume of applicants, not all applicants may receive consideration.

After the initial cut-off period, once a request to fill a vacancy is received, applications will be reviewed in increments of 100 applications in date order.

Note: Submitting multiple applications will change the order in which your application is reviewed.

We will refer qualified applicants to the selecting official for consideration. The organization's hiring need will determine the referral of additional applicants. Applicants will be notified about their application's status if referred or if we fill all vacancies.

Your application will expire in 3 months from the date of your submission. If you are still interested in the position after the 3 month period, you will need to re-apply to this vacancy announcement.

Work Schedule: This Position supports 24/7 operations throughout the calendar year. Work is typically performed on the day shift; however, candidates 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.

Duty Location Status: You will be required to work at a VA owned or leased space. You will have to physically report to the location you are selected for.

Position Description Title/PD#: IT Specialist (Customer Support)/ PD15263A, PD15264A, and PD15265A

Relocation/Recruitment Incentives: Not Authorized.

Financial Disclosure Report: Not Required.

Physical Demands: The work is both sedentary and active, requiring walking throughout 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 specialists to help with lifting is encouraged. There may be limited crawling under desks and behind areas to gain access to equipment.

This position involves a multi-grade career ladder. The major duties listed below represent the full performance level of GS-11. At the GS-7 or 9 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-11. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, availability of higher-level work, and availability of funds. Promotion is not guaranteed and no promise of promotion is implied.

Major Duties:

• Resolving customer-related technical software and hardware problems.
• Diagnosing and/or resolving problems in response to a customer-reported incident via trouble tickets.
• Planning and delivery of IT customer support services.
• Submitting recommendations to improve the efficient use of the system and responding to special requests for system data.
• Maintaining and updating system files necessary to control all aspects of system operations and access.
• Performing other related duties and responsibilities as assigned/required.