Supervisory IT Specialist (Customer Support)

Summary 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. Learn more about this agency Help Overview * Accepting applications * Open & closing dates 12/19/2024 to 12/31/2024 * Salary $103,473 - $134,510 per year The salary listed is the SSR Rest of US. Once a selection has been made and the location known, the salary with locality will be determined. * Pay scale & grade GS 12 * Help Locations 8 vacancies in the following locations: * Fresno, CA * Atlanta, GA * Boise, ID * Danville, IL * Show more locations (4) * Fort Wayne, IN * Battle Creek, MI * Saginaw, MI * Charleston, SC * Remote job No * Telework eligible Yes-as determined by the agency policy. * Travel Required Occasional travel - You may be expected to travel for this position. * Relocation expenses reimbursed No * Appointment type Permanent * Work schedule Full-time * Service Competitive * Promotion potential 12 * Job family (Series) * 2210 Information Technology Management * Supervisory status Yes * Security clearance Other * Drug test No * Position sensitivity and risk High Risk (HR) * Trust determination process * Suitability/Fitness * Financial disclosure No * Bargaining unit status No * Announcement number IMP-12649856-25-MH * Control number 824935300 Help This job is open to * Internal to an agency Current federal employees of this agency. * Career transition (CTAP, ICTAP, RPL) Federal employees who meet the definition of a "surplus" or "displaced" employee. Clarification from the agency Open ONLY to current, permanent federal employees of the Department of Veterans Affairs, Deputy Assistant Secretary for Information and Technology, Office of Information and Technology (as reflected in SF-50) and CTAP eligible applicants. Videos Help Duties 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. Help Requirements Conditions of Employment * You must be a U.S. Citizen to apply for this job * Selective Service Registration is required for males born after 12/31/1959 * You may be required to serve a probationary period * Selectee is subject to background/suitability investigation * Selected applicant will be required to complete an online onboarding process * Complete the initial online assessment. Qualifications 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. Education There is no substitution of education for experience at the GS-12 grade level. Additional information 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. The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about CTAP eligibility is on OPM's Career Transition Resources website which can be found at https://www.opm.gov/. 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. 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. 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. A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected. The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Read more * Benefits Help 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. Opens in a new windowLearn 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 You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above. You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. 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 (knowledge, skills, abilities, and other characteristics): * Operations Support: Knowledge of procedures to ensure production or delivery of products and services, including tools and mechanisms for distributing new or enhanced software. * Ability to Lead or Supervise. * Analytical Thinking: Solves problems/issues quickly and effectively, involving a methodical step-by-step approach to thinking; breaks down complex problems into single and manageable components and considering each part in detail; Makes a systematic comparison of various alternatives; Notices discrepancies and inconsistencies in available information; Identifies a set of features, parameters, or considerations to take into account. * Planning and Evaluating: Organizes work, sets priorities, and determines resource requirements; determines short- or long-term goals and strategies to achieve them; coordinates with other organizations or parts of the organization to accomplish goals; monitors progress and evaluates outcomes. * Communications: Ability to establish and maintain effective communications and working relationships with persons of diverse backgrounds and educational levels both within and outside the organization which contribute to the successful attainment of goals and customer requirements. In addition to the application and application questionnaire, this position requires successful completion of additional assessments, including a Structured Resume Review of Specialized Experience conducted by Subject Matter Experts (SMEs).. 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 an assessment may also result in your removal from consideration. * Benefits Help 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. Opens in a new windowLearn 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. * Required Documents As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies. To apply for this position, you must provide a complete Application Package to include the documents detailed below. Your resume and supporting documentation will be verified. Failure to submit the documents as specified may result in lack of consideration for this job announcement. You will not be contacted for additional information. * Resume detailing specialized experience and competencies as they relate to this position. * For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you should also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including documentation supporting Federal grade level(s) are insufficient to determine basic qualifications. * Your experience must be clearly stated in your resume. We cannot make assumptions on your experience based on your current, or former, position titles on your resume. Failure to clearly demonstrate your qualifying experience in your resume may result in disqualification for this position and your rating will be adjusted as necessary. * SF-50, Notification of Personnel Action to show status of employment with the agency and time-in-grade eligibility. * To verify current agency employment status, submit an SF-50 with an effective date within the past year. The SF-50 must indicate proof of status and should identify your position title, series, grade, step, salary, tenure, and type of service (Competitive or Excepted). * To verify you meet Time-in-Grade requirements, also submit a SF-50 reflecting when you entered your highest grade held (e.g., Promotion, Appointment, Within-Grade Increase). This SF-50 will need to show that you have held the requisite grade for at least one year. * Note: General Adjustment and Award SF-50's cannot be used for time-in-grade verification purposes. * Examples of appropriate SF-50's include: * Within grade increases at the highest grade held; or * Promotions with an effective date more than one year old; or * SF-50's at the highest grade held with an effective date more than one year old. * If you are a former Federal employee who previously held a career or career-conditional position in the competitive service and separated from the Federal Government over a year ago and you are requesting non-competitive consideration you must submit a copy of your last SF-50, Notification of Personnel Action that demonstrates your eligibility for consideration and a copy of your last Federal Performance appraisal with a rating of at least Fully Successful (or equivalent). * Documentation that you meet Selective Placement Factors, if applicable. * If your application is rated as well-qualified (score 85 or above) and you are claiming special priority selection rights under the Career Transition Assistance Program (CTAP) submit: * a copy of your agency notice, * a copy of your most recent performance rating, and * a copy of your most recent SF-50, Notification of Personnel Action, noting your current position, grade level, and duty location. Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials - you must remove your image from any badges, licenses, etc. Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices. Please review the above list(s) to ensure you have included all necessary documents required for your application. Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted. 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. * How to Apply To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on 12/31/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12649856. 1. To begin, click Apply Online to 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. Click Submit Application 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 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. WE DO NOT ACCEPT HARD-COPY OR E-MAIL APPLICATION PACKAGES. Agency contact information Recruitment Team Two B Email [email protected] Address DAS for Information Technology - 103 810 Vermont Ave. NW Washington, DC 20240 US Learn more about this agency Next steps 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. * Fair and Transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. * Criminal history inquiries * Equal Employment Opportunity (EEO) Policy * Financial suitability * New employee probationary period * Privacy Act * Reasonable accommodation policy * Selective Service * Signature and false statements * Social security number request Help Required Documents To apply for this position, you must provide a complete Application Package to include the documents detailed below. Your resume and supporting documentation will be verified. Failure to submit the documents as specified may result in lack of consideration for this job announcement. You will not be contacted for additional information. * Resume detailing specialized experience and competencies as they relate to this position. * For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you should also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including documentation supporting Federal grade level(s) are insufficient to determine basic qualifications. * Your experience must be clearly stated in your resume. We cannot make assumptions on your experience based on your current, or former, position titles on your resume. Failure to clearly demonstrate your qualifying experience in your resume may result in disqualification for this position and your rating will be adjusted as necessary. * SF-50, Notification of Personnel Action to show status of employment with the agency and time-in-grade eligibility. * To verify current agency employment status, submit an SF-50 with an effective date within the past year. The SF-50 must indicate proof of status and should identify your position title, series, grade, step, salary, tenure, and type of service (Competitive or Excepted). * To verify you meet Time-in-Grade requirements, also submit a SF-50 reflecting when you entered your highest grade held (e.g., Promotion, Appointment, Within-Grade Increase). This SF-50 will need to show that you have held the requisite grade for at least one year. * Note: General Adjustment and Award SF-50's cannot be used for time-in-grade verification purposes. * Examples of appropriate SF-50's include: * Within grade increases at the highest grade held; or * Promotions with an effective date more than one year old; or * SF-50's at the highest grade held with an effective date more than one year old. * If you are a former Federal employee who previously held a career or career-conditional position in the competitive service and separated from the Federal Government over a year ago and you are requesting non-competitive consideration you must submit a copy of your last SF-50, Notification of Personnel Action that demonstrates your eligibility for consideration and a copy of your last Federal Performance appraisal with a rating of at least Fully Successful (or equivalent). * Documentation that you meet Selective Placement Factors, if applicable. * If your application is rated as well-qualified (score 85 or above) and you are claiming special priority selection rights under the Career Transition Assistance Program (CTAP) submit: * a copy of your agency notice, * a copy of your most recent performance rating, and * a copy of your most recent SF-50, Notification of Personnel Action, noting your current position, grade level, and duty location. Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials - you must remove your image from any badges, licenses, etc. Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices. Please review the above list(s) to ensure you have included all necessary documents required for your application. Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted. 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. Help How to Apply To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on 12/31/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12649856. 1. To begin, click Apply Online to 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. Click Submit Application 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 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. WE DO NOT ACCEPT HARD-COPY OR E-MAIL APPLICATION PACKAGES. Read more Agency contact information Recruitment Team Two B Email [email protected] Address DAS for Information Technology - 103 810 Vermont Ave. NW Washington, DC 20240 US Learn more about this agency Next steps 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. Read more Fair & Transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. * Criminal history inquiries * Equal Employment Opportunity (EEO) Policy * Financial suitability * New employee probationary period * Privacy Act * Reasonable accommodation policy * Selective Service * Signature and false statements * Social security number request Print Share * Email * Facebook * LinkedIn * Twitter Help Overview * Accepting applications * Open & closing dates 12/19/2024 to 12/31/2024 * Salary $103,473 - $134,510 per year The salary listed is the SSR Rest of US. Once a selection has been made and the location known, the salary with locality will be determined. * Pay scale & grade GS 12 * Locations 8 vacancies in the following locations: * Fresno, CA * Atlanta, GA * Boise, ID * Danville, IL * Show more locations (4) * Fort Wayne, IN * Battle Creek, MI * Saginaw, MI * Charleston, SC * Remote job No * Telework eligible Yes-as determined by the agency policy. * Travel Required Occasional travel - You may be expected to travel for this position. * Relocation expenses reimbursed No * Appointment type Permanent * Work schedule Full-time * Service Competitive * Promotion potential 12 * Job family (Series) * 2210 Information Technology Management * Supervisory status Yes * Security clearance Other * Drug test No * Position sensitivity and risk High Risk (HR) * Trust determination process * Suitability/Fitness * Financial disclosure No * Bargaining unit status No * Announcement number IMP-12649856-25-MH * Control number 824935300 This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/824935300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.