Help Desk Support- Detail

This Help Desk Support- Detail position is with Veterans Health Administration (Department of Veterans Affairs) in Phoenix, AZ. The selected employee will provide Help Desk support focused on user access requests and Tier 0/1 technical inquiries. This role requires strong attention to detail, sound judgment, and the ability to follow established procedures. May also require, assisting users with access requests and resolving basic Tier 0 technical inquiries. This role is ideal for individuals who enjoy problem-solving, working directly with users, and aim to build foundational help desk support experience. Key duties: • Major Duties: Review and validate user access requests, ensuring justifications align with established SOPs Identify discrepancies and escalate requests that do not meet requirements Update and maintain access tables accurately and responsibly Provide Tier 0/1 support for basic technical issues and user inquiries via our TXP Helpdesk Portal Deliver timely, professional, and customer-focused service Work Schedule: Monday - Friday 8:00 AM - 4:30 PMTelework: YesVirtual: This detail opportunity is not virtualFinancial Disclosure: Not Required Who Should Apply: Employees at the GS-7 through GS-9 levels with strong analytical skills, attention to detail, and comfort working with systems and data are encouraged to apply. Candidates should be confident navigating multiple systems, following procedures, and making careful updates without introducing errors. Prior knowledge of HR Smart/TXP is preferred and/or Help Desk or access management experience is helpful but not required. Assignment Details: - Duration: 6 months to 1 year - Location: RTO requirements based on current employee's position Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/01/2026. Time-In-Grade Requirement for GS-07: 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-07 position you must have served 52 weeks at the GS-05. 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. 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. 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. Time-In-Grade Requirement for GS-09: 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-09 position you must have served 52 weeks at the GS-07. 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. 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. 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 and/or education as described below: Specialized Experience for GS-07: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Reviewing user access requests for completeness and compliance with established procedures, providing basic help desk support such as answering customer inquiries, assisting users with navigation, and resolving routine access issues, maintaining system records, data logs, or tracking tools to ensure accuracy and continuity, following standard operating procedures to escalate discrepancies or issues to higher-level staff, performing recurring technical or administrative tasks requiring attention to detail and sound judgment. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have one full year of graduate-level education in a field that demonstrates the knowledge, skills, and abilities required for this position or you meet the criteria for Superior Academic Achievement (SAA).Transcripts must be submitted at the time of application. OR, Combination: Applicants may also combine education and experience to qualify at this level beyond the first year of graduate-level education. Specialized Experience for GS-09: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Analyzing and validating access requests, ensuring appropriate justification and adherence to security protocols, troubleshooting Tier 1 technical issues involving HR information systems or personnel databases, independently updating access tables, maintaining system permissions, or preparing documentation supporting system changes, providing guidance to users on system functionality and resolving more complex access-related inquiries, interpreting procedural guidance and recommending improvements to workflow, tracking, or documentation processes.OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's degree or equivalent graduate degree, two full years of progressively higher-level graduate education, or an LL.B. or J.D., if related to the position. Transcripts must be submitted at the time of application. OR, Combination: Applicants may also combine education and experience to qualify at this level beyond the first year of graduate-level education. 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 the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. View the full announcement and apply on USAJOBS.gov.