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Supervisory IT Specialist (Customer Support)

Deputy Assistant Secretary for Information and Technology | Charleston, SC

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Posted Date 12/19/2024
Description This position is in the Office of Information Technology (OIT), End User Services (EUS), End User Operations (EUO), and is located at a VA facility at field offices located throughout the nation. The operations are Levels 1 to 3 Complexity VHA Facilities each supporting primary based care, in patient medical services, surgical services, mental health services, and long-term care patients. The medical system also includes several Outpatient Clinics, Veterans Centers, and other remote sites.OIT Mission: The mission of the Office of Information and Technology (OIT) is to deliver world-class IT products and services to VA and the Nation's Veterans.

OIT Vision: To drive exceptional digital experiences, powering world-class Veteran health care benefits through technology.

Major Duties:
  • Oversees the daily operation of the unit, ensures that agency policies and priorities are being followed.
  • Develops performance standards; and evaluates work performance of subordinates.
  • Develops methods to monitor and measure risk compliance, and assurance efforts.
  • Identifies requirements, plans for, organizes, and distributes authorized personnel resources.
  • Provides ongoing optimization and problem-solving support.
  • Provide recommendations for possible improvements and upgrades
  • Identifies and provides training needs.
  • Diagnose and resolve customer reported system incidents, problems, and events
  • Prepares and presents justification for organization structure, manpower, and personnel requirements.
  • Ensures development of organizational work plans, short and long range schedules, priorities, work assignments and position structures to effectively, efficiently, and economically carry out the work of the organization.
Position Description/PD#: Supervisory IT Specialist (Customer Support)/PD15299A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not Required
Travel Required: Occasional travel may be required as needed for this position.
Work Schedule: Full-Time | Monday - Friday | 8:00am-4:30pm
Compressed/Flexible: As determined by the Agency Policy.
Virtual: This is not a virtual position..

Physical Demands: The work is both sedentary and active, requiring walking through out the medical center/CPOCs/Clinics or other designated areas. Duties may require lifting, carting and carrying computer equipment such as monitors and printers weighing 20-40 pounds or drive a motor vehicle. Asking assistance from other specialists to help with lifting is encouraged. There may be limited crawling under desks and behind areas to gain access to equipment. The work does not require any special physical effort.

Working Conditions: The work is performed in the facility's computer repair workroom and in various business and/or clinical settings. The work area is adequately lighted, heated, and ventilated. 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 an personal injury or damage to the equipment. Occasional travel may be required on short notice.

Promotion Potential: This position is at the full-performance level.To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/31/2024

TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees and 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 the GS-12 position you must have served 52 weeks at the GS-11. 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.
  • Note: If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. See the submission requirements in the Required Documents section of this announcement.
AND,

INDIVIDUAL OCCUPATIONAL REQUIREMENT (IOR): This position has an Individual Occupational Requirement (IOR). As a pre-requisite to the Specialized Experience requirement, you must meet the following basic requirements.
  • Basic Experience Requirement: The basic requirements MUST be substantiated in your resume. Failure to provide the required information will render your application ineligible for consideration. Read all responses before making your selection. Applicants must have IT-related experience demonstrating each of the four competencies listed below at a proficiency level equivalent to the next lower grade level in federal service.
    • 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.
AND,

SPECIALIZED EXPERIENCE REQUIREMENT: One year of specialized experience (equivalent to the GS-11 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization.
  • Specialized experience is defined as: Possess IT experience and have detailed background with extensive experience in operations, supervision, and management of IT delivery systems and equipment.
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.

Note: 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.There is no substitution of education for experience at the GS-12 grade level.
Salary103,473.00 - 134,510.00 Annual
Opportunity Type
Job

Volunteer Opportunity

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