Lead IT Specialist (Customer Support)
Dayton, OH
Duties:
The incumbent serves as a working Lead IT Specialist providing senior level customer support services to users and organizations at the assigned facility. Serves as consultant in specialty areas that concern a variety of functional operations and provides technical assistance, advice and training related to hardware and software operation to employees and customers. Is the primary source of technical information and support on the evaluation, installation, acquisition and use of PC hardware and software to accomplish assigned functions. Is the customer service point of contact for immediate assistances and problem resolution. Additional duties includes but not limited to the following:
· Planning and delivery of VA point of service customer support, installation, configurations, troubleshooting, customer assistance, and/or training;
· Acts as lead desktop support technician providing guidance and resolutions to other technicians and customer on complex projects;
· Maintains and supports telecommunications systems configuration related to Moves, Adds, and Changes (MAC);
· Maintains and supports VOIP systems, Automated Call Distribution Systems (ACD), video endpoints, virtual desktop, and all phones, (IP, Soft, Analog, etc.);
· Provides oversight of all applicable IT physical resources to include intake, tracking, and life cycle management (refresh/sunset);
· Provides guidance over Information Technology security requirements as they pertain to the implementation and extension of information technology system;
· Manages and maintains the computer room and the network closet equipment and environment, including configuring access ports for connecting user devices to LAN;
· Team Leader to (IT) Specialists, grade levels GS-07, GS-09, and GS-11, engaged in end user customer support work;
· Articulate and communicate to the team the assignments, projects, problem to be solved, actionable events, etc.;
· Maintains situational awareness of all aspects of the security program and tracks, Authority To Operate (ATO) status for local systems, Risk based Decisions (RBDs), Plan Of Action and Milestone (POAM) updates, expiring passwords, RBDs for renewal, user account access reviews, on system user account access reviews and all other tasks that are identified on the Continuous Readiness Information Security (CRISP) audit Pre SharePoint site.
Work Schedule:Monday through Friday, 8:00 a.m. to 4:30 p.m.
Position Description Title/PD#:Lead IT Specialist (Customer Support)/15295-A
* Summary
*
The City of Dayton is located in the beautiful rolling hills of Southwestern Ohio and is within an hour of Cincinnati and Columbus. The Dayton metropolitan area has five universities, affordable real estate, excellent school systems, museums, theaters, seasonal recreational opportunities, and is the home of Wright Patterson Air Force Base, and the National Museum of the U.S. Air Force. For more information about the Dayton area: http://www.daytoncvb.com.
This position is in the Office of Information Technology (OIT), Service Delivery and Engineering (SDE), Facility Operations, Regional Operations assigned to one of the OI&T Field Offices located throughout the nation.
CURRENT OI&T VA EMPLOYEES PLEASE NOTE: Please submit acompleteapplication package prior to the closing date, including latest SF-50 (please do not submit Award SF-50's).
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/orDisabled 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 "Who may apply" eligibility requirements, please refer to theOHRM Status Candidates and Other Candidate Definitionsdocument.
* Qualifications & Evaluations
*
To qualify for this position, you must have at least one year of specialized experience equivalent to the next lower grade level (GS-11 level).
Specialized Experience: 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.
Examples of specialized experience includes an in-depth knowledge of organization's IT infrastructure, IT security principles and skill in applying customer support concepts and methods sufficient to install, configure, and test software on customer workstations. Comprehensive knowledge of an skill in applying IT methods and procedures for documenting resolutions, maintaining problem resolution databases, troubleshooting and data analysis techniques and coordinating customer support activities sufficient to receive, respond to and ensure complete resolution of the more complex Help Desk call. 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 problematic recurrences of Help Desk inquiries. Ability to communicate effectively, orally and in writing, in order to present alternative resolutions to complex problems, as well as develop clear and concise IT reports and documentation.
(Examples of experience must be documented in your resume/KSAs including part-time/full-time; dates of experience, etc...We will not make assumptions of your experience).
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.
1. 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.
2. 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.
3. 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.
4. 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.
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.
For more information on these qualification standards, please visit OPM's web site athttp://www.opm.gov/qualifications.
WHEN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
You will be rated on the following competencies based on your application for this position.
COMPETENCY 1- Knowledge of customer service and customer support principles and methods required in the planning and delivery of full range of customer support services to the customer organization;
COMPETENCY 2- Comprehensive knowledge of the functions, processes, and principles of management, planning, systems analysis and automation;
COMPETENCY 3- Skill in managing and coordinating activities if interdisciplinary teams of subject matter experts and computer specialist;
COMPETENCY 4- Knowledgeable of methods used to gather, analyze and evaluate large amounts of information and data involving the total range of elements and activities and knowledge of computer requirements and techniques so as to identify the nature and scope of subject matter processes to be automated;
COMPETENCY 5- Knowledge of a wide variety of applications, operating systems, protocols, and equipment used in customer organizations, as well as methods and practices for troubleshooting, recovering, modifying and improving IT systems;
COMPETENCY 6- Knowledge of information, voice and video communication software sufficient to install, program and ability to organize and manage multiple tasks and utilize independent judgment in the accomplishment of a variety of responsibilities, including setting priorities, organizing and adjusting work flows and meeting deadlines in a fast-paced environment;
COMPETENCY 7- Knowledge of information security policies, vulnerabilities of computer and data communications systems, and the basic tools and practices for protecting information systems is necessary.
If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; 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.
* Benefits & Other Info
* VA offers a comprehensive benefits package. This link provides an overview of the benefits currently offered:http://www.vacareers.va.gov/why-choose-va/benefits/index.asp.
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.
* How to Apply
* All applicants are encouraged to apply online.
To apply for this position, you must complete theView Occupational Questionnaireand submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (EST) on Tuesday, May 17, 2016 to receive consideration.
1. To begin, clickApply Onlineto create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. ClickSubmit My Answersto 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 USAJOBS account,https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details 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 USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
* More Info
* Dayton
* OH
* 2016-04-27T02:49:10.343828
* 437105000
* Agency Employees Only
* 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:http://ope.ed.gov/accreditation/. 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.
* GS
*
* Vacancy Identification Number (VIN): 1689725
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?
* 94052
* 72348
* 2
* VATA
* Veterans Affairs, Veterans Health Administration
* None
*
Receiving Service Credit for 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 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.
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.
* Per Year
* KO-16-PB-1689725
*
All applicants arerequiredto submit the following supporting document type(s):
·Resume
·SF-50
Applicants may also submit the following supporting document type(s),which may not be required for all applicants:
·Cover Letter
·DD-214
·OF-306
·Other
·Other Veterans Document
·SF-15
·Transcript
Please use thischecklistto ensure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), or 10pt (CP/CPS, XPP, XP), or for Sole Survivor Preference (SSP), on the Occupational Questionnaire in the section(s) provided. A legible copy of your DD214(s) indicating character of service, disability certification, SF-15 (if claiming 10 pt. preference) or if you are currently serving on active duty and expected to be released or discharged within 120 days; documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), or dates of impending separation. Documentation is required for eligibility verification.
Faxing Applications or Supporting Documents:You are encouraged to apply online. Applying online will allow you to review and track the status of your application. If you are unable to apply online or unable to upload your supporting documents to your online application, follow the directions located at the following site:Fax Options. The Vacancy ID of the job opportunity announcement is 1689725.
NOTE: If you applied online and your application is complete, do not fax the paper application (1203-FX) as this will overwrite your prior online responses and may result in you being found ineligible.
* 1-Full-Time
* 2210-Information Technology Management
* Active
* https://ApplicationManager.gov/Login.aspx?VacancyID=1689725&CheckStatus=Y
* 15668-Agency Employees Only
* 2016-04-27T02:49:10.343873
* KO-16-PB-1689725
*
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. During our review, if your résumé and application package do not support your questionnaire answers, we will adjust your rating accordingly. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email (if provided); otherwise, applicants will receive a notification letter via the U.S. Postal Service. 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 USAJOBS account and clicking on “Application Status. For a more detailed update of your status, click on “more information. Information regardingapplicant notification pointscan be found in the USAJobs Resource Center.
* OPEN TO CURRENT PERMANENT OI&T REGION 3 VA MEDICAL CENTER EMPLOYEES ONLY
ApplyPrint
More Job Detail:Pamela Britt
Phone:(937)268-6511x1860
Email:PAMELA.BRITT@VA.GOV
Series:2210-Information Technology Management
Start Date:4/28/2016
End Date:5/17/2016
Pay Grade Low:12
Pay Grade High:12
Status:Full Time
Minimum Pay:$72348
Maximum Pay:$94052
Job Pay Type:Per Year
Job Openings:2
Job Organization:Veterans Affairs, Veterans Health Administration
Job Position:KO-16-PB-1689725
Who May Apply:OPEN TO CURRENT PERMANENT OI&T REGION 3 VA MEDICAL CENTER EMPLOYEES ONLY
VA Mental Health Hiring InitiativeHelp our Veterans reclaim peace of mind.Psychiatry,skip linksPsychology,Social Work,Psychiatric Nursing,Licensed Professional Counselors,Marriage and Family Therapists,Homeless Program Office Careersand more mental health opportunities are available Nationwide.
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