Summary This position is aligned under the VISN 12 Centralized Attendant Center at the William S. Middleton Memorial Hospital in Madison, WI. The duty station for this position can either be Tomah or Madison, WI. The Telecommunications Equipment Operator performs a variety of different duties relating to the provision of telephone and related telecommunications services to all facilities. Responsibilities THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION The major duties include but are not limited to: Performs telecommunications support assignments which involve a significant amount of customer service in recognizing and routing patient and other inquiries to the correct location and program; Represents the VA with positive interactions enhancing the Veteran/Customer experience; Greets telephone customers, assesses needs and accurately transfers calls to appropriate department or individual; Provides general telephone information and visitor referral services upon request such as: appointment details, telephone numbers, resources and clinic hours/location; Operates telephone system to receive and connect incoming and outgoing calls by utilizing complex computerized equipment and telecommunications software; Interviews incoming callers and routes the calls to their proper destination; Regularly provides customer service to a variety of difficult calls; Initiates a trace with local telephone and police authorities on threatening or emergency related calls; Processes reports of telephone system outages and documents the issue in a technical log; Operates the internal and external paging system; Maintains, lists and monitors computer generated telephone files; Performs file maintenance work such as updating usernames, departments and telephone directories; Operates and monitors computer system and peripheral equipment such as telephones and printers; Performs routine tests on computer and telecommunications equipment for operation; Performs appropriate system maintenance procedures; and Performs other related duties as assigned. Work Schedule: Monday through Friday, 8:00am to 4:30pm with alternating weekends and holidays Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not Approved 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 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Qualifications To qualify for this position at the GS-5 level, you must meet one of the following requirements: SPECIALIZED EXPERIENCE: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-4) in the Federal service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of a Telecommunications Equipment Operator and that is typically in or related to the work of the position to be filled. Specialized experience includes Specialized experience includes: providing information of a routine nature; receiving and directing callers; providing general clerical and referral services; connecting incoming calls using telecommunications system; and operating and monitoring computer systems. NOTE: Applicants wishing to receive credit for such experience must clearly indicate the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. ~OR~ EDUCATION: Successfully completed four (4) years above high school in any field which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained at an accredited business, secretarial or technical school, junior college, college or university NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. ~OR~ COMBINATION: Equivalent combination of successfully completed post-high school education (beyond the second year) and specialized experience, as described above, which meet the total qualification requirements for this grade level. This education must have been obtained at an accredited business, secretarial or technical school, junior college, college or university. NOTE: Your experience must be documented in your resume and transcripts are required. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Computer Skills Customer Service Interpersonal Skills Problem Solving IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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; religious; 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. Physical Requirements: The person selected for this position will spend most of their time standing, sitting, and moving about in the clinical setting. A degree of manual dexterity is required in manipulating the controls of instrumentation and use of computers. 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/. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. NOTE: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: Recognition of Foreign Qualifications | International Affairs Office (ed.gov). Additional Information This job opportunity announcement may be used to fill additional vacancies. 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. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
