Summary The position is located in the Office of Information and Technology (OI&T), End User Services (EUS), End User Operations (EUO). You will perform a combination of duties; phone support, desk-side technical support, and bench-top diagnosis and repair. The primary duties and responsibilities include resolving customer related software and hardware problems in accordance with established policies and procedures. Responsibilities 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. 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. Your application will expire in 3 months from the day of submission. If you are still interested in the position after the 3 month period, you will need to re-apply to this vacancy announcement. Major Duties Include: Planning and delivering technical support including troubleshooting, installation, removal, moves, system knowledge assistance/training in response to customer requirements. Providing a variety of IT support services essential to the effective operation and performance of VA IT systems implemented at the end user location. Installing and configuring VA approved software applications, troubleshooting, and maintaining all VA approved customer hardware/software updates. Utilizing experience, discretion, judgement and knowledge in the planning, execution, operation and maintenance of IT systems and infrastructure. Diagnosing and resolving problems in response to IT reported incidents. Ensuring Help Desk tracking and asset information is accurate and developing and maintains accurate and timely entries. Evaluating usage patterns and incorporating customer feedback into recommendations for improving the functionality or performance of a given system. Managing the movement and installation of IT equipment to assure coordination of IT support and customer service. Providing support for technology endpoints by implementing, maintaining, and updating standard baseline configurations by these devices. Reviewing proposed changes to the client operations environment, suggesting resolutions, performing account management. Identifying and breaking down problems using structured problem resolution approaches. 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. Telework: AdHoc Remote: This is not a remote position PD: 17041A Financial Disclosure Report: Not required Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/09/2025. 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 a 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: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. 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 in the normal line of progression for the occupation in the organization. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Specialized experience includes: coordinating customer support activities sufficient to receive, respond to, and ensuring complete resolution of complex issues beyond what a help desk can resolve; providing comprehensive software, IT systems, or equipment guidance and/or training to enhance customer knowledge, as well as to prevent recurring help desk inquiries; overseeing Help Desk activities; developing clear and concise IT reports and documentation for senior IT management. Selective Placement Factor: In addition to the above requirements, this position includes a competency/KSAs or special qualification without which a candidate could not perform the duties of a position in a satisfactory manner. Selective factors are applied in addition to minimum qualifications. Applicants who do not meet a selective factor 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: Demonstrated experience monitoring, diagnosing, troubleshooting, and resolving operating/network systems, hardware and software issues, and taking appropriate follow-up action. You will be rated on the following Competencies for this position: Customer Service Attention to Detail Operations Support Problem Solving 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. Physical Requirements: Work is sedentary. Some work may require walking and standing in conjunction with travel and attendance at meetings and conferences away from the work site. Some Employees may carry items up to 50 pounds. The work dos not require any special physical effort. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. Education There is no educational substitution at this grade level. Additional Information The Career Transition Assistance Plan (CTAP) provides eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. 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. 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. 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 or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.