IT Specialist (CustSpt)

2 days left

Minneapolis, MN
Jun 19, 2018
Jul 19, 2018
The Minneapolis VA Health Care System
Job Type
Employment Status
Full Time

The IT Specialist (Customer Support) position is located with the Office of Information Technology (OIT), ITOPS with the Minneapolis VA Health Care System. The work involves the planning and delivery of customer support services. The primary duties and responsibilities include providing Point of Care Customer Service, resolving customer related technical software and hardware problems in accordance with established policies and procedures.


Incumbent serves 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. 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. Duties include, but are not limited to:
- Ensuring Help Desk tracking and 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.

Management may select at any grade level.

Work schedule: Monday - Friday 0800 am - 4:30 pm This position supports 24/7 operations throughout the calendar year. Work is typically performed on the day shift; however, the candidate may be subject to overtime work, shift work and/or work on rotating shifts to include evenings, weekends, and holidays.
Telework: Ad Hoc
Position Description Title/PD#: 15263-A GS-07/15264-A GS-09/15265-A GS-11

Note: Applicant's may be assigned to either the Minneapolis or St Paul location as their primary duty station.

Travel Required

Occasional travel - This travel is to provide needed support to remote VA locations throughout the geographic area assigned. This support extends to all VA customers - VHA, VBA, DMC, NCA, Vet Centers, and state run facilities (cemeteries, extended care homes/facilities, etc.) within our area of operations.

Supervisory status No

Promotion Potential 11


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