Veterans Affairs, Veterans Health Administration IT Specialist (CUSTSPT) in Big Spring, Texas

  • Duties



FINANCIAL DISCLOSURE: Not required for this position. INCENTIVES: Incentives are not authorized. PD# 15263A, 15264A, 15265A COMPRESSED/FLEXIBLE: Not authorized. TELE-WORK: Not authorized. VIRTUAL: Not authorized.

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This position is in the Office of Information & Technology (OI&T;), IT Operations and Services (ITOPS), Continental District Operations and assigned to Area Operations, Big Spring, TX. As an IT Specialist (Customer Support), you will provide a variety of Information Technology (IT) customer support services essential to the effective performance of Veterans Administration (VA) Systems across the entire Area. The work involves the planning and delivery of technical support services, including troubleshooting, installation, removals, moves, systems knowledge and assistance in response to customer requirements.

  • Ensuring Help Desk tracking and IT asset Information is accurate
  • Ensuring organized data closets when adding or removing patch cabling
  • Supporting telecommunications systems configurations related to Moves, Adds, and Changes (MAC)
  • Diagnosing and resolving problems in response to customer reported incidents
  • Investigating and recommending purchase of tools and technologies to improve responsiveness to customer requirements
  • Managing moves and/installations of IT equipment to assure coordination of IT support and customer service
  • Providing feedback on problematic trends and patterns in technical support to team leads and/or supervisor
  • Developing and maintaining problem tracking and resolution databases ensuring accurate records are filed
  • Installing and configuring VA approved software applications 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.

Work Schedule:This position supports 24/7 operations throughout the calendar year. Work is typically performed on the day shift; however, candidate may be subject to overtime work, shift work, and/or work on rotating shifts to include evenings, weekends, and holidays.

Travel Required: Occasional travel - Travel outside of the Area required up to 15% of the time. Additional travel will be required to support VA customers at locations throughout the Area. Occasional travel may be required on short notice.

Travel Required

Occasional travel - You may be expected to travel for this position.

Supervisory status


Promotion Potential


  • #### Job family (Series)

2210 Information Technology Management

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  • Requirements


Conditions of Employment
  • You must be a current permanent employee of Veterans Health Administration.
  • Time in grade requirements apply.
  • qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/20/2018.

Selective Placement Factor: This position includes a skill, knowledge, ability or other worker characteristic basic to -and essential for- satisfactory performance of the job. Selective Placement Factors are a prerequisite to appointment and represent minimum requirements for a position. Applicants who do not meet it are ineligible for further consideration. Evidence of the Selective Placement Factor must be reflected in your resume. You must have IT related experience in the following Selective Placement Factors for this position: * Demonstrated experience monitoring, diagnosing, troubleshooting and resolving operating/network systems, hardware and software issues; and take appropriate follow-up action. * 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?. Qualification Requirements at the GS-7: Applicants must have one (1) year of specialized experience equivalent to at least the GS-5. Examples of specialized experience would typically include, working knowledge of office automation software, e-mail configuration, terminal emulation packages and network printer configuration.

Qualification Requirements at the GS-9: Applicants must have one (1) year of specialized experience equivalent to at least the GS-7. Examples of specialized experience would include: Possessing in depth knowledge of the organization's Information Technology infrastructure; Applying customer support concepts and methods sufficient to installing, configuring, and testing software on customer workstations; Applying Information Technology methods and procedures for documenting resolutions, maintaining problem resolution databases; Troubleshooting and data analysis techniques and coordinating customer support activities sufficient to receive, responding to and ensuring complete resolution of the more complex Help Desk call;Providing comprehensive software, Information Technology systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent problematic recurrences of Help Desk Inquiries.

Qualification Requirements at the GS-11: Applicants must have one (1) year of specialized experience equivalent to at least the GS-9. Examples of specialized experience would include: Applying customer support concepts and methods; Installing operating systems, network systems, applications, protocols, and equipment; and the Information Technology infrastructure sufficient to serve as senior customer technical analyst responsible for resolving the most complex customer problems; Applying customer support concepts and practices and new customer support technologies sufficient to evaluating and reporting on new information technology tools and trends related to customer support services; Recommending purchase of new tools to enhance the delivery of customer support services; Applying customer support concepts and methods; procedures for troubleshooting and recovering systems and files; and customer organizations Information Technology infrastructures sufficient to review, validate, and standardize problem resolutions for inclusion in the problem resolution database; Possessing in depth knowledge of the organization's Information Technology infrastructure; Information Technology security principles and skill in applying customer support concepts and methods sufficient to install, configure, and test software on customer workstations and peripheral devices;applying Information Technology methods and procedures for documenting problem resolution, troubleshooting and data analysis techniques as well as coordinating customer support activities sufficient to receive, responding to and ensuring complete resolution of complex Issues beyond what a Help Desk can resolve.

Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training, as appropriate. In addition you will be rated on the following competencies: * Technology Awareness: Knowledge of developments and new applications of Information technology (hardware, software, telecommunications), emerging technologies and their applications to business processes, and applications and implementation of information systems to meet organizational requirements. * Technical Documentation: Knowledge of procedures for developing technical and operational support documentation. * 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. * Technical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem. * Operating Systems: Knowledge of computer network, desktop, and mainframe operating systems and their applications. Preferred Certification: Applicant should have ITIL Foundations (v3 or 2011), CompTIA A+, Network+, and Security + certifications. Please provide a copy of each certification.


There is no educational substitution for experience and time in grade. However, you may provide copies of education if you wish.

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: 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

Physical Requirements: The work of the IT Specialist (Customer Support) is both sedentary and active, requiring walking through out facilities within Area. 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. The work is performed in the Area's computer repair workroom and in various business and/or clinical settings. There will be instances where the employee will need to crawl under/over/behind desks, through various types of furniture to get to the device in need of repair. There is some exposure to circuitry of electronic equipment during bench-top or on-site analysis of problems or testing. In the latter situation, the employee must apply knowledge and reasonable precautions to and personal injury or damage to the equipment.

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.

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.

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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.


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


Drug test required


  • Required Documents


Required Documents

The following documents are required to be considered for this position: *Resume (All applicants must submit an updated resume.) *Responses to the Occupational Questionnaire (All applicants must answer the occupational questionnaire.) *SF-50 (If you are a prior or current Federal employee submit your most recent SF-50 showing the last promotion or with-in-grade increase.)

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



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


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 12/20/2018 to receive consideration. To preview the questionnaire click

  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,, 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
Teresa Thompson




George H OBrien Jr VA Medical Center 300 Veterans Boulevard Big Spring, TX 79720 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 process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants 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 For the full announcement and to apply, visit Only resumes submitted according to the instructions on the job announcement listed at will be considered.

Open & closing dates: 12/06/2018 to 12/20/2018

Service: Competitive

Pay scale & grade: GS 7 - 11

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

Appointment type: Permanent

Work schedule: Full-Time