Information Technology Specialist (Customer Support)

Company: Department of Veterans Affairs
Location: Manchester
Posted on: April 8, 2021

Job Description:

• Duties Help Duties Summary This position in the Office of Information Technology (OIT), IT Operations and Services (ITOPS), Area Operations and is located at a VA facility. The incumbent's 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. Learn more about this agency Responsibilities This is an open continuous announcement which will be used to fill vacancies in all service lines and locations within VISN One Healthcare System. External applicants will be reviewed as needed and those found qualified may be invited to interview for current and/or future vacancies. First cut-off February 25, 2021 Second cut-off March 25, 2021 Third cut-off April 25, 2021 Some duties may include:
  • 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).
  • Ensure Help Desk tracking and asset information is accurate
  • Evaluate usage patterns and recommend methods for improving the functionality of the problem resolution knowledge base.
  • Prepare routine workload reports.
  • 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.
  • Review IT Service requests and tickets; troubleshoots and resolves advance technical issues to the extent possible.
  • Maintain updated skill sets and best practice knowledge.
  • Set up and manage complex software solutions in a healthcare or other large organizational environment.
  • Install and configure approved software applications. Work Schedule: Monday - Friday 08:00 am -4:30 pm Position Description Title/PD#: Information Technology Specialist (Customer Support)/PD15263-A, PD15264-A, and PD15265-A 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. Work Environment: 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 on-site 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. Other Information: Position may require overtime work, shift work and/or work on rotating shifts to include evenings, weekends, and holidays. 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. Travel Required 25% or less - You may be expected to travel for this position. Supervisory status No Promotion Potential 11
    • Job family (Series) 2210 Information Technology Management Similar jobs
      • Computer Support Specialists
      • Information Technology Specialist (It Specialist)
      • Requirements Help Requirements Conditions of Employment
        • You must be a U.S. citizen to apply for this job
        • Subject to a background/suitability investigation
        • May serve a probationary period
        • Selective Service Registration is required for males born after 12/31/1959
        • A complete application package; Resume, Transcripts, etc
        • Selected applicants will be required to complete an online onboarding process
        • Pre-employment physical may be required Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement. Information Technology Specialist (GS-07): GS-07 grade level: One year of specialized experience (equivalent to the GS-05 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes: Ensure data closets are organized when adding or removing patch cabling. Install and configure approved software applications. Assist or lead in physical equipment deployment efforts as well as technical compliance. Set up and manage complex software solutions in a healthcare or other large organizational environment. Identify and break down problems using structured problem resolution approaches; and works with network specialists, applications developers, system administrators and security specialists to prevent recurring problems. OR, Education: One full year of graduate level education or superior academic achievement Information Technology Specialist (GS-09): GS-09 grade level: One year of specialized experience (equivalent to the GS-07 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes: Maintain updated skill sets and best practice knowledge. Utilize remote administration software tools to assist customers remotely. Review IT Service requests and tickets; troubleshoots and resolves advance technical issues to the extent possible. Communicate orally and in writing with customer to gain understanding of technical problems. Provide support to external and internal customers with varying levels of computing skills. Provide on-the-job customer support and IT and Help Desk technical training to lower graded IT Specialists. Provide group and one on one systems/software applications training to customers as required or requested. OR, Education: Master's degree or equivalent graduate degree or, two full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. Information Technology Specialist (GS-11): GS-11 grade level: One year of specialized experience (equivalent to the GS-09 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes: Provide a variety of IT customer support services essential to the effective performance of operating, network systems and applications, protocols, hardware and software. Prepare routine workload reports. Provide methods and procedures for coordinating customer support activities to receive, respond to, and resolve customer issues. Evaluate usage patterns and recommend methods for improving the functionality of the problem resolution knowledge base. Document solutions to problems and recommends fundamental changes to system configurations to prevent recurrences. Ensure Help Desk tracking and asset information is accurate. Planning and delivery of technical support services. OR, Education: Ph.D. or equivalent doctoral degree or, three full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree. AND (for all grade levels) For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.
          • 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. 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: . 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.

Keywords: Department of Veterans Affairs, Manchester , Information Technology Specialist (Customer Support), IT / Software / Systems , Manchester, New Hampshire