IT Specialist (Customer Support) at Boise

JOB SUMMARY:

Vacancy Identification Number (VIN): 956673 (Include on all documents)
The Boise VA Medical Center is seeking to hire full-time Information Technology Specialist (Customer Support) to join our team in the Office of Information and Technology (OI&T).
Tour of duty:  Monday - Friday; 8:00 - 4:30.

Position Description Title/PD#: 55025-A 

OUR MISSION: To fulfill President Lincolns promise – "To care for him who shall have borne the battle, and for his widow, and his orphan" – by serving and honoring the men and women who are Americas Veterans.

How would you like to become a part of a team that provides compassionate care to Veterans?

YOU CAN MAKE A DIFFERENCE!

Every job at the VA impacts the Veterans that we serve. You can be part of that team, helping to make sure that our Veterans receive the top-quality care they deserve.

VA professionals feel good about their careers and their ability to balance work and home life. VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities.

Special Employment Consideration:  VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact on the last page of the JOA for information on how to apply under this appointment authority via the Selective Placement Coordinator.

For more information on the Department of Veterans Affairs, go to http://www.vacareers.va.gov/. 

KEY REQUIREMENTS

• You must be a US citizen to apply for this job
• Subject to a background/suitability investigation.
• Designated and/or random drug testing may be required.

DUTIES:Back to top

We encourage you to apply for a career in delivering world-class services to Veterans and their families.

The Department of Veterans Affairs fosters the highest standards of leadership, research and development through the use of cutting-edge technology and innovative initiatives that serve our Nations Veterans. The Office of Information & Technology enables VA to become a Veteran centric service provider through the delivery of available, adaptable, secure, and cost effective technology services.

Some may think the responsibility of providing superior health care services to our Veterans rests squarely on the shoulders of those who practice medicine. At VA, we believe every position in the health care environment plays a critical role in the delivery of the best care possible... and information technology is a key component to our success.

This position is located within the Office of Information and Technology (OI&T) in Boise Idaho. The major duties and responsibilities include:

• resolving customer related technical software and hardware problems In accordance with established policies and procedures.
• 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.
• configuration, troubleshooting, repair and maintenance of voice and data network components.
• providing mainframe menu, mainframe account support.
• coordinating device files for software applications.
• provides Server ID account support, connectivity client support, client application support for various devices.
• remains current with changing IT technologies via sponsored VA training and/or through personal education.

Relocation Expenses: Relocation expenses are not authorized for this position.

QUALIFICATIONS REQUIRED:Back to top

Time-in-Grade Restriction - 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. Time-in-grade requirements for this position must be met by Tuesday, September 24, 2013. 

To qualify for this position, you must have at least one year of specialized experience equivalent to the next lower grade level (GS-09 level). Specialized experience includes demonstrated accomplishment of computer project assignments that required a range of knowledge of computer requirements and techniques. For example, assignments would show, on the basis of general design criteria provided, experience in developing modifications to parts of a system that required significant revisions in the logic or techniques used in the original development. Accomplishments normally involve the following, or the equivalent:

• Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization;
• Planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; and
• Adaptation of guidelines or precedents to the needs of the assignment.

AND

In addition to the specialized experience described above, you must have IT-related experience in each of the following four competencies listed below which must be supported by the information contained in your resume and other application materials.

ATTENTION TO DETAIL: Reviews moderately complex data from multiple sources and determine relevant information to a given situation. Drafts, edits, and disseminates written reports and status updates that are factual, timely and relatively error free.

CUSTOMER SERVICE: Maintains relationships with customers with diverse needs. Provides moderately technical or complex information about products and services. Assesses customers needs and identifies products and/or services to meet their needs. Resolves fairly complex or non-routine problems, questions, or complaints; directs the most complex problems, questions, or complaints to the appropriate person.

ORAL COMMUNICATION: Communicates, explains or defends complex information technology ideas and information clearly and adapts to the audiences level of knowledge. Thoughts are well organized. Listens to others, and recognizes potential miscommunications.

PROBLEM SOLVING: Uses logic to identify alternatives to solve complex or sensitive technological problems; anticipates problems and identifies and evaluates potential sources of information and generates alternatives to solve problems where precedents do not exist.

You will be rated on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs) as part of the assessment questionnaire for this position:

• Ability to communicate effectively both orally and in writing (including the ability to address those not familiar with IT terminology or technology) and the ability to provide IT technical direction and guidance to users.
• Knowledge of installation, configuration, and support of desk top computers, networks, laptop computers, printers, scanners, and standard desktop applications such as Microsoft Office Professional and Microsoft current operation systems.
• Knowledge of information technology systems to install software applications and to troubleshoot assess, diagnose, and resolve technical system problems.
• Knowledge of organization programs, policies, and rules related to security and information systems and able to understand, interpret, and apply policies to specific situations.
• Ability to coordinate, manage and plan activities within identified framework, adjusting priorities and adapts as changing conditions or new situations arise.
  

For more information on these qualification standards, please visit OPMs web site at http://www.opm.gov/qualifications.

WHEN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s).

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 (particularly positions with a positive education requirement.)   Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.   Applicants can verify accreditation at the following website:   http://www.ed.gov/admins/finaid/accred/index.html   All education claimed by applicants will be verified by the appointing agency accordingly. *** 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. ***

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.

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 your DD214(s) and/or documentation related to your active duty service which shows dates of service, character of service (honorable, general, etc.), or dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veterans Preference" with required proof as stated on the form. For more information, please review the information for disabled Veterans in the application checklist or 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: Idaho, City: Boise, Company: Veterans Affairs, Veterans Health Administration.