Veterans Affairs, Veterans Health Administration IT SPECIALIST (CUSTOMER SUPPORT) in Fargo, North Dakota

  • Duties

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Duties
Summary

OUR MISSION: To fulfill President Lincoln's 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 America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

Did you know that North Dakota is on the same latitude as Paris, France!!

Looking for a variety, North Dakota has it all! The state experiences all four of the breathtaking seasons, has a growing economy, and rolling farmlands. In the Fargo area we have three universities and one community college as well as a thriving arts community. If you like sports, Fargo is home to the RedHawks Baseball Organization, the Fargo Force hockey team, and the Red River Valley Speedway. The North Dakota State University Bison, a NCAA Division I football team, only college program to win five consecutive national championships 2011-2015! We are in close proximity to attend the University of North Dakota Fighting Hawks hockey games and within 30 minutes of several lakes. We have several outdoor activities from which to choose for any season. For more information about Fargo go to http://livability.com/fargo/nd/magazine or the FM Chamber of Commerce http://www.gfmedc.com/

The VA has adopted Core Values and Characteristics that apply universally across the Department. The five Core Values define "who we are," our culture, and how we care for Veterans, their families and other beneficiaries.

The Values are Integrity, Commitment, Advocacy, Respect and Excellence ("I CARE").

As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities and leadership positions at your fingertips.

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Responsibilities

Information Technology Specialist (CUSTSPT), Office of Information Technology (OIT) is located at the Fargo VA Health Care System, Fargo, ND. Work involves the planning and delivery of customer support services. Primary duties include providing Point of Care Customer Service; resolving customer related technical software and hardware problems in accordance with established policies and procedures. 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; over-seeing IT support ticketing system activities; and coordinating device files for software applications. Provide application support for various devices. Works on the development, implementation and management of Information Technology (IT) processing systems including mini and micro based computer systems networked together in local and wide area networks and interfaced to mainframe computers. Works in a multi-vendor IT environment supporting multi-user computer systems. Recommends new or revised operating procedures and controls to meet operating requirements. Serves as technical and administrative manager for automated systems, including electronic data and word processing and telecommunication systems. Monitors system and device utilization and develops system configurations for both new and existing equipment. Performs system maintenance and repair activities, as well as software and hardware enhancements. Supports the operation of systems/pilot testing of new systems.

Work Schedule: M - F, 8:00 am - 4:30 pm Position supports 24/7 operations. Work typically performed on day shift. Candidate may be subject to overtime, shift, and/or rotating shift work to include evenings, weekends, and holidays.

Telework: Available Virtual: Not a virtual position. Position Description Title/PD#: Information Technology Specialist (CUSTSPT)/ PD 15263-A; PD 15264-A; PD 15265-A Relocation/Recruitment Incentives: Not Available Financial Disclosure Report: Not required This is a bargaining unit position.

Physical Requirements: The work is both sedentary and active, requires walking through out the medical center. Duties may require lifting, carting and carrying computer equipment ie., 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.

Travel Required

Occasional travel - You may be expected to travel for this position to the Community Based Outpatient Clinics or off-site office locations.

Supervisory status

No

Promotion Potential

11

  • #### Job family (Series)

2210 Information Technology Management

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  • Requirements

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Requirements
Conditions of Employment
  • You must be a U.S. Citizen to apply for this job.
  • Designated and/or random drug testing may be required.
  • Selective Service Registration is required for males born after 12/31/1959.
Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/24/2018 .

Time-In-Grade Requirement: Current Federal employees that 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 example: GS-7 position you must have served 52 weeks at the GS-5. 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.

You may qualify based on your experience or education as described below: 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. Applicants may substitute education for the required experience.

Specialized Experience GS-7: You must have one year of specialized experience equivalent to next lower grade. Specialized experience would typically include, but is not limited to: Basic understanding of systems design and development techniques and knowledge-based applications to install, configure, upgrade, and troubleshoot hardware and software components to report, respond to, and resolve customer requests. Knowledge of and skill in applying IT principles, methods, and practices in the customer service and support area to identify and resolve issues and problems. Knowledge of computer equipment and software to provide advice and assistance to users and system staff; and active directory, system administration in a Windows Operating System environment and proficiency in the Microsoft Office applications. General knowledge of office and data automation and communication hardware, software, and implementation techniques as well as those associated with LAN architectures; new vendor technological hardware and software advances to assist in benchmark testing and evaluation to determine if they meet customer needs. Knowledge of systems analysis techniques to perform tests, evaluate test results, and make detailed technical recommendations. Ability to communicate technical ideas and recommendations to both technical and non-technical audiences. OR, Education: To qualify based on education for this grade level you must have one full year of graduate level education or superior academic achievement.

Specialized Experience GS-9: You must have one year of specialized experience equivalent to next lower grade. Specialized experience would typically include, but is not limited to: Knowledge of and skill in applying customer support concepts and methods; install operating and network systems, applications, protocols, and equipment. Knowledge of and skill in applying customer support concepts and practices; new customer support technologies sufficient to evaluate and report on new information technology tools and trends related to customer support services; and recommend purchase of new tools to enhance the delivery of customer support services. Troubleshoot and recover systems and files; and customer organizations' IT infrastructures sufficient to review, validate, and standardize problem resolutions for inclusion in the problem resolution database. Skill in and ability to provide software, IT systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent recurring National Service Desk inquiries. Ability to communicate, orally and in writing, to present alternative resolutions to complex problems; develop clear and concise IT reports and documentation for leadership. OR, Education: To qualify based on education for this grade level you must have a master's or equivalent graduate degree; or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree.

Specialized Experience GS-11: You must have one year of specialized experience equivalent to next lower grade. Specialized experience would typically include, but is not limited to: Thorough knowledge of and skill in applying customer support concepts and methods; knowledge of IT infrastructure sufficient to serve as senior customer technical analyst responsible for resolving the most complex customer problems. Troubleshoot and recover systems and files; knowledge of customer organizations' IT infrastructures sufficient to review, validate, and standardize problem resolutions for inclusion in the problem resolution database; and install, configure, and test software on customer workstations and peripheral devices; methods and procedures for documenting problem resolution, troubleshooting and data analysis techniques as well as coordinating customer support activities sufficient to receive, respond to and ensure complete resolution of complex issues beyond what a National Service Desk can resolve. Skill in and ability to provide comprehensive software, IT systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent recurring National Service Desk inquiries. Ability to communicate effectively, orally and in writing; as well as develop clear and concise IT reports and documentation for leadership officials. OR, Education: To qualify based on education for this grade level 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.

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.

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.

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.

Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited based on 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.

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.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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.

Additional information

VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

Selected applicants will be required to complete an online onboarding process.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

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 for information on how to apply under this appointment authority via the Selective Placement Coordinator.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

If you are unable to apply online view the following link for information regarding an Alternate Application.

Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). HCP are individuals who, during the influenza season, work in VHA locations where patients receive care or who come into contact with VA patients as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased facilities. HCP include all VA licensed and unlicensed, clinical and administrative, paid and unpaid, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, students, researchers, volunteers, and trainees who work at these facilities.

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How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.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.

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Background checks and security clearance
Security clearance

Other

  • Required Documents

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Required Documents

To apply for this position, you must provide a complete Application Package which includes:

  • Resume
  • SF-50

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.

  • Cover Letter
  • DD-214
  • Executive Core Qualifications (ECQs)
  • OF-306
  • Other
  • Other Veterans Document
  • Resume
  • SF-15
  • SF-50
  • Transcript

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and 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 Veteran Preference" with required proof as stated on the form. Documentation is required to award preference.For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.

If you are relying on your education to meet qualification requirements:

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. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

  • Benefits

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Benefits

A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

  • How to Apply

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How to Apply

All applicants are encouraged to apply online.To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 04/24/2018 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10179247.

  1. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
  2. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

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Agency contact information
Beverly Longmire
Phone

(701) 239-3700 X3646

Email

Beverly.Longmire@va.gov

Address

Fargo VA Medical Center 2101 Elm Street Fargo, ND US

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Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

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  • Fair & Transparent
Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

  • Equal Employment Opportunity (EEO) for federal employees & job applicants

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Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Learn more about disability employment and reasonable accommodations or how to contact an agency.

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Legal and regulatory guidance
  • Financial suitability
  • Social security number request
  • Privacy Act
  • Signature and false statements
  • Selective Service
  • New employee probationary period

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/495834400. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Open & closing dates: 04/04/2018 to 04/24/2018

Salary: $47,686 to $81,400 per year

Pay scale & grade: GS 7 - 11

Work schedule: Full-Time

Appointment type: Permanent