JOB SUMMARY:
VacancyID: 653408
The Department of Veterans Affairs (VA) needs employees who possess the energy, compassion, and commitment to serve those who served our Country. Whatever the job title, every position in VA will give you a chance to make a meaningful and personal contribution to the lives of truly special and deserving people - our Veterans. Working for VA is one of the most emotionally satisfying and professionally rewarding ways to dedicate the best within you to your Country's service.
If you are transitioning from the military or a Veteran already, we invite you to explore the benefits of continuing your career at the VA. The VA is committed to hiring Veterans.
The VA is much more than just another employer. It is an honorable, open and welcoming community of those who care. Gratitude is our motivation and service is our mission.
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”).
KEY REQUIREMENTS
- You must be a U.S. citizen to apply for this job.
- You will be subject to a background/suitability investigation.
DUTIES:
This position is located at the Department of Veterans Affairs in Telecommunications Engineering & Design Services; Washington DC Metro Area.
Major duties and responsibilities include:
· Plan, develop, and coordinate systems to provide assistance and guidance to users.
· Review applications to assure compliance with regulations.
· Serve as a problem solver and advisor providing operational support for IT central office users.
· Discuss operating problems and procedures with IT officials and specialists.
· Identify IT improvements and ways to provide greater effectiveness and economy of service.
· Consult with and advise IT Specialists in other specialty areas within It and experts in the Administration and Staff Offices to develop resolution plans.
· Recommend new and problem resolution methodologies.
· Develop and maintain standards and procedures relating to hardware/software.
· Resolve problems and conflicts with occasionally uncooperative vendors when procured items do not meet prescribed specifications.
· Serve as a troubleshooter for operating system software problems and application interfacing problems.
· Investigate frequency of significant transmission/communication software problems.
· Interpret and explain IT customer support regulations, policies, and directives.
· Exercise property accountability for IT equipment and the tracking documentation/location.
· Develop and maintain databases to track the assignment, utilization, and movement of the IT equipment.
Work Schedule: Monday - Friday; 8:00 AM - 4:30 PM. No compressed schedule available; Telework may be available upon supervisory approval.
***RELOCATION EXPENSES AND/OR INCENTIVES ARE NOT AUTHORIZED***
QUALIFICATIONS REQUIRED:
GS-12: One year of specialized experience equivalent to the GS-11 level AND also IT-related experience demonstrating each of the four competencies listed below.
Specialized Experience: Operating IT systems and equipment software, conducting customer support/help desk functions, and configuring software telephony programs.
The four required competencies are:
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.
You will be rated on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs) as part of the assessment questionnaire for this position:
- Plan and implement customer support services covering central office equipment, software, systems, interface, and networks.
- Develop plans for installing, configuring, troubleshooting, and maintaining user IT equipment and software.
- Review installed systems and diagnose problems encountered in the use of the systems.
- Plan, coordinate, implement, and provide training to system users on new or changed operating systems, hardware, software, and the application of information assurance and security policies and guidelines.
- Plan and accomplish broad based studies to determine current and future use of IT equipment, methods, and upgrading outdated equipment and coordinate the acquisition for new equipment.
PHYSICAL REQUIREMENTS: Duties may require lifting and carrying computer equipment such as monitors and equipment.
For more information on these qualification standards, please visit the United States Office of Personnel Management's website at
http://www.opm.gov/qualifications .
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL 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. Please refer to this
checklist to ensure proper accreditation and for foreign education requirements.
Veteran's 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 DD-214(s) showing all dates of service as well as character of service (honorable, general, etc.). Additionally, veterans with service-connected disability of 10% or more must also submit a copy of their official statement from the Department of Veterans Affairs, or from a branch of the Armed Forces, certifying their service-connected disability and/or their receipt of compensation for service-connected disability.
HOW YOU WILL BE EVALUATED:
Applicants will be ranked based on four quality groups, as follows:
- Best qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors, and who are highly proficient in all requirements of the job and can perform effectively in the position;
- Highly qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the requirements of the job;
- Well qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors, and who are proficient in some, but not all, of the requirements of the job; and
- Qualified - applicants possessing experience and/or education that meets the minimum qualifications of the position including all selective factors.
After the vacancy announcement closes, reviewed applications are evaluated against the questionnaire responses and placed in the appropriate quality group. Qualified veterans will be afforded preference by being placed at the top of the appropriate quality group. Qualifying veterans with a service-connected disability of 10% or more will be placed at the top of the best qualified group. The best qualified group is the first to be referred to the hiring facility for further consideration and possible interview. The remaining groups may be referred based on the number of applicants available.
BENEFITS:
The Federal Government has special appointing authorities for persons with qualifying disabilities (go to
http://www.opm.gov/disability/peoplewithdisabilities.asp). For additional information on these, and other special appointing authorities, refer to this
checklist or contact the hiring Human Resources Management Service
at: Austin Human Resources Center
1615 Woodward Street
Austin , TX 78772
USA
OTHER INFORMATION:
VA may offer newly-appointed Federal employees 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.
This job opportunity announcement may be used to fill additional vacancies.
HOW TO APPLY:
To apply for this position, you must provide a complete application (See "Required Documents" section below). The complete Application package must be submitted by 11:59 PM (EST) on Monday, May 14, 2012.
To begin the process, click the Apply Online button on the right side of this screen to create an account or log in to your existing USAJOBS account. Be sure to upload the required documents before you submit your application. Please ensure you click the Submit My Answers button at the end of the process. Mailed/emailed applications will not be accepted.
Note: To change or update your application, simply reapply through My USAJOBS, before the closing date. To check the status of your application, log into your USAJOBS account (
https://my.usajobs.gov/Account/Login), select Application Status and click on the more information link under the application status for this position.
If you cannot apply online:
- Click the following link to view and print the occupational questionnaire: View Occupational Questionnaire.
- Print this 1203FX form to provide your response to the occupational questionnaire: http://www.opm.gov/forms/pdf_fill/OPM1203fx.pdf .
- Fax the completed 1203FX form along with all supporting documents to (478)757-3144. Your 1203FX form must be placed on top of all materials being faxed and will serve as a cover page for your fax transmission.
- Keep a copy of your fax receipt in case verification is needed.
To fax supporting documents you are unable to upload:
- Complete this cover page http://staffing.opm.gov/pdf/usascover.pdf using the following Vacancy ID: 653408. You must use this fax cover sheet in order for your documents to be matched with your online application.
- Fax your documents to (478)757-3144.
REQUIRED DOCUMENTS:
The following documents are required:
- Resume
- Responses to the Occupational Questionnaire
- Other documents - 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), ICTAP/CTAP documentation (for well-qualified, displaced Federal employees), or documentation to support Veterans Preference claims. You will not be contacted for additional information.
WHAT TO EXPECT NEXT:
After the vacancy announcement closes and a referral certificate is issued, an electronic notification letter - or e-mail - will be sent to applicants who provide an e-mail address. Otherwise, you will receive a notification letter via the U.S. Postal Service within 2 to 4 weeks.
