This position will support the Federal Government's response efforts to COVID-19
This position in the Office of Information Technology (OIT), Area Operations and is located at a VA facility. The primary duties and responsibilities include providing Point of Care Customer Service in accordance with established policies and procedures of the specific VA facility assigned. The employee works in a multi-vendor IT environment supporting multi-user computer systems.
Learn more about this agency
Please read this public notice in its entirety prior to submitting your application.
Vacancies may not presently exist in each location but may become available at any point during the opening period of this vacancy announcement. Applicant resumes will not be reviewed until there is actually a request to fill a vacancy in a particular location
You are applying to a public notice that will be used to fill current and future vacancies. Please note, there may or may not be actual/projected vacancies at the time you submit your application. Your resume and any supporting documentation will be retained with other applicants and reviewed as vacancies occur.
We will not review your resume for qualifications until we receive a request to fill a vacancy using this public notice at which time you will be notified about the status of your application. You will not receive a notice regarding the status of your application other than the initial acknowledgement until a request is received to fill a position using this public notice.
This is a temporary appointment not to exceed 1 year. This appointment may be extended up to a maximum of 1 additional year (24 months of total service).
Work Schedule: This full-time position supports 24/7 operations throughout the calendar year. Work is typically performed on the day shift; however, candidate may be subject to overtime work, shift work, and/or work on rotating shifts to include evenings, weekends, and holidays
Telework: Not available
Virtual: This is a virtual position and you will be required to work at a VA facility
Position Description Title/PD#: IT Specialist (Customer Support)/PD CV19-15265TA, CV19-15264TA, CV19-15263TA
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 encourage. There may be limited crawling under desks and behind areas to gain access to equipment.
Occasional travel - You may be expected to travel occasionally for this position
2210 Information Technology Management
Computer Support Specialists
Conditions of Employment
To qualify for this position, applicants must meet all requirements by the closing date of this announcement.
You may qualify based on your education/experience, as described below:
For all grade levels for this position individuals must have IT-related experience demonstrating each of the four competencies listed below.
1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2) 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.
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.
Specialized Experience: You must have one year of specialized experience equivalent to the next lower 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.
For the GS-07, you must have one year of specialized experience equivalent to the GS-5 level that includes: applying, IT principles, methods, and practices in the customer service and customer support area to identify and resolve issues and problems.
For the GS-09, you must have one year of specialized experience equivalent to the GS-7 level that includes: planning and delivering customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements; troubleshooting, recovering, adjusting, modifying, and improving IT systems in order to provide advice and assistance to customers.
For the GS-11, you must have one year of specialized experience equivalent to the GS-9 level that includes: coordinating customer support activities sufficient to receive, respond to and ensure complete resolution of complex issues beyond what a help desk can resolve; providing comprehensive software, IT systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent recurring help desk inquiries; developing clear and concise IT reports and documentation for senior IT management.
Education: Applicants may substitute education for the specialized experience required for each grade level. (Transcripts Required)
For the GS-07, you must have a Bachelor's degree with Superior Academic Achievement (S.A.A.) or one (1) full year of graduate level study. (S.A.A. is based on (1) class standing, (2) grade-point average, or (3) honor society membership. 1. Class standing--Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses. 2. Grade-point average (G.P.A.)--Applicants must have a grade-point average of: 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum. Grade-point averages are to be rounded to one decimal place. For example, 2.95 will round to 3.0 and 2.94 will round to 2.9. 3. Election to membership in a national scholastic honor society--Applicants can be considered eligible based on membership in one of the national scholastic honor societies listed below. These honor societies are listed in the Association of College Honor Societies. Agencies considering eligibility based on any society not included in the following list must ensure that the honor society meets the minimum requirements of the Association of College Honor Societies. Membership in a freshman honor society cannot be used to meet the requirements of this provision. A transcript or course listing must be submitted if you are basing all or part of your qualifications on education.)
For the GS-09, you must have a master's 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.
For the GS-11, you must have 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.
Note: Undergraduate and graduate degrees must be in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. (Transcripts Required)
Note: 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: 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.