Duties

Summary

This is a bargaining unit position.

Please read this public notice in its entirety prior to submitting your application.

Learn more about this agency

Responsibilities

Vacancies may not presently exist but may become available at any point during the opening period of this vacancy announcement. We will not review applicant resumes until there is a request to fill a vacancy.

You are applying to a public notice to fill current and future vacancies. Please note, there may or may not be actual/projected vacancies when you submit your application. Your resume and any supporting documentation will be retained with other applicants and reviewed as vacancies occur. You will not receive a notice regarding your application's status other than the initial acknowledgment until a request is received to fill a position.

Once a request to fill a vacancy is received, we will review applicants in increments of 100 in application date order. We will refer qualified applicants to the selecting official for consideration. The organization's hiring need will determine the referral of additional applicants. Applicants will be notified about their application's status if referred or if we fill all vacancies.

This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles.
411 - Technical Support Specialist

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.us-cert.gov/workforce-development/cyber-career-pathways

Work Schedule: Various - Please see Tour of Duties available below. Tour of Duty (work schedule) will be assigned at the time of selection.
Compressed/Flexible Schedule: May be available with supervisor approval.
Telework: May be available with supervisor approval.
Virtual: This is not a virtual position.
Position Description Title/PD#: IT Specialist (SysAdmin/CustSpt)/ PD18158A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not Required
Physical Requirements: The position is sedentary. Walking, standing, bending, or occasional lifting of boxes or IT equipment weighing up to 40 pounds.
Major Duties:

• Serves as an Incident Manager.
• Manages and coordinates all activities necessary to respond to, record and resolve highly complex incidents by communicating prevention actions and best practices that potentially affect the service levels.
• Delivers the highest level of customer service and rapid reaction planning during agency defined critical and high priority incidents that impact patient care, claims processing, and cemetery operations at a singular site, throughout a region, or across the country.
• Manages accounts and access to systems for major incident ensuring the team is fully capable of performing all tasks and functions necessary to facilitate resolution efforts in a timely manner to urgent and highly complex service outages.
• Leads emergency change efforts to install, uninstall, or change configurations for application software, operating systems hardware necessary to restore IT services as quickly as possible.

Tour of Duties

The tour of duty will be assigned at the time of selection. You will choose your preference in tour of duty at the time of completing the assessment questionnaire. The available tour of duties are:

Swing Shift:
Mon-Fri: 3:00pm - 11:30pm
Tue-Sat: 3:00pm - 11:30pm
Sun-Thur: 3:00pm - 11:30pm

Night Shift:
Wed-Sat: 10:30pm - 9:00am
Sun-Wed: 10:30pm - 9:00am

Day Shift:
Mon-Fri: 6:00am - 2:30pm
Mon-Fri: 6:30am - 3:00pm
Mon-Fri: 7:00am - 3:30pm
Mon-Fri: 7:00am - 3:30pm
Mon-Fri: 7:30am - 4:00pm
Mon-Fri: 7:30am - 4:00pm
Tue-Sat: 7:30am - 4:00pm
Sun-Thur: 6:00am - 2:30pm

Travel Required

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

Supervisory status
No

Promotion Potential
None

Requirements

Conditions of Employment

• You must be a U.S. citizen to apply for this job
• Subject to a background/suitability investigation
• Designated and/or random drug testing may be required
• May serve a probationary period
• Selective Service Registration is required for males born after 12/31/1959
• A complete application package; Resume, Transcripts, etc
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/31/2021.

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.

The Selective Placement Factor for this position is: Demonstrates a working knowledge of the IT Infrastructure Library (ITIL) service/support model and ITIL incident, problem and change management processes.

You may qualify based on your experience, as described below:

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.

For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.

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: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Specialized experience includes assigning incident work roles, ensuring priorities, methods, deadlines and quality of service have been met, and approves all outgoing incident communication. Collecting data and logs information from the customer on the application, operating system, network, system, or database that is experiencing the outage or degradation to troubleshoot root cause of outage. Assesses the technical expertise necessary to troubleshoot a service outage and leads the efforts for researching, evaluating, diagnosing, troubleshooting, and resolving the outage. Identifying alternate approaches to problem resolutions by frequently modifying and adapting precedent solutions to unique requirements to solve a wide variety of complex network and system related outages. Ensuring IT directives, handbooks, and desktop references are updated and maintained with current contacts, processes, and procedures necessary to successfully execute quality of service and faster resolution to IT service outages.

Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.

Per Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not usually be part of the employee's position is creditable; however, the experience is considered creditable when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignments. The documentation must indicate whether the employee performed the duties full time or, if part-time, the percentage of times the employee performed the additional duties. The employee should be able to locate this documentation in their official personnel record. To receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate and official documentation of such experience as indicated above.

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. For more information on these qualification standards, please visit OPM's web site at http://www.opm.gov/qualifications/standards/indexes/alph-ndx.asp .

Education

This job does not have an education qualification requirement.

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 Interagency Career Transition Assistance Plan (ICTAP) and 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 ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at https://www.opm.gov/ .

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 employee's 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. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

This job opportunity announcement may be used to fill additional vacancies.

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Applicants will be referred in alphabetical order.

Background checks and security clearance

Security clearance
Other

Drug test required
No

Position sensitivity and risk
High Risk (HR)

Trust determination process
Suitability/Fitness

Required Documents

Documents Accepted:

• DD-214/ Statement of Service
• Disability Letter (VA)
• Other (1)
• Resume
• Separation Notice (RIF)
• SF-50/ Notification of Personnel Action

Documents Required:

• Resume

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.

Veterans' Preference: Since the Direct-Hire Recruitment Authority is being used, traditional Veterans' Preference rules do not apply. Qualified veterans will, however, be given full consideration for this position.

Applications are accepted online. Applying online will allow you to review and track the status of your application.