Summary
This position is located in the Southeast - End User Operations, Office of Information and Technology (OI&T). IT Specialist in this position performs a combination of duties; phone support, desk-side technical support, and bench-top diagnosis and repair. The primary duties and responsibilities include resolving customer related software and hardware problems in accordance with established policies and procedures.
Duties
Major Duties: Diagnose and resolves problems in response to IT reported incidents. Manages the movement and installation of IT equipment to assure coordination of IT support and customer service. Document and provide feedback on trends associated with customer support, including viable recommendations for improvement. Provide support for technology endpoints (personal computers, laptops, tablets, smart phones, desk phones, video teleconferencing equipment, etc.) by implementing, maintaining and updating VA standard baseline configurations for these devices. Perform account management on a regular basis to clear duplicate and outdated entries. Train lower graded IT Specialists in account management procedures. Provide variety of IT support services essential to the effective operation and performance of VA IT systems implemented at the end user location. Troubleshoot, install/removal, and systems knowledge assistance and/or training in response to customer requirements. Ensure Help Desk tracking and asset information is accurate, and that telecommunications closets are organized and connections labeled according to VA standards when adding or removing patch cabling. This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles: 411 - Operate and Maintain For more information about these work roles, where they fit within the larger Cyber Workforce, and how they can support your unique career journey, please visit the Cyber Career Pathways tool on the National Initiative for Cybersecurity Careers and Studies website: https://niccs.cisa.gov/tools/cyber-career-pathways-tool Position Description/PD#: IT Specialist / PD17041A Work Schedule: Monday - Friday 8:00am - 4:30pm - Tour of duty may be subject to change based on organizational needs. Compressed/Flexible: As determined by the Agency Policy Telework: Adhoc telework may be authorized at management discretion. Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Designated Drug Testing Position: Not applicable Bargaining Unit Status: Eligible Physical Demands: The work is sedentary, but may involve intermediate periods of walking, bending, stooping, lifting, carrying, regularly moving (up to 50 pounds) computer components and supplies, reaching, pulling, and working at a keyboard and monitor. Subject to call back outside tour of duty. Working Conditions: The work area is adequately lighted, heated and ventilated. The work environment involves everyday risks or discomforts that require normal safety precautions.
Requirements
You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. This job opportunity announcement may be used to fill additional vacancies. Positions Located in San Juan, Puerto Rico: In addition to the salary shown, employees may be entitled to a nonforeign-area Cost-of-Living Allowance (COLA). The current COLA rate for Puerto Rico is 2.49%. COLA rates are subject to change. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Education
There is no educational substitution at this grade level.
How you will be evaluated
Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position: Accountability Attention to Detail Customer Service Decision Making Flexibility Influencing/Negotiating Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork USA Hire Assessments include a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment. Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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.