Program Support Assistant

This position is located within the Department of Veterans Affairs (VA), Office of Acquisition, Logistics and Construction, Enterprise Procurement Office, Denver Logistics Service (DLS), in Golden, Colorado. The position is assigned to the Hearing Aid Repair Laboratory (LAB) within the Veteran Services Division (VSD).

Major duties

Major Duties: Verifying and authorizing hearing aid repair service requests in accordance with established policies and contract requirements. Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; informed about available products and services; is committed to providing quality products and services. Performing quality control on commercially repaired hearing devices through visual inspection, operational and listening checks, and reviewing manufacturers' technical specifications to ensure compliance prior to return to the Veteran or VA facility. Providing customer service support to internal and external customers, including Veterans, VA staff, and vendors. May also serve in a backup call center capacity, responding to a high volume of inquiries, which may include handling 250 or more calls during a standard shift. Work Schedule: 6:00am-6:00pm (Required to work Monday-Friday 40 hour work week with various tours available pending supervisory approval) Compressed/Flexible: May be authorized by supervisor Telework: Not Available Virtual: This is not a virtual position Position Description/PD#: PD82096A Permanent Change of Station (PCS): Not Authorized Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Local Commuting Area Golden, Colorado: The local commuting area for this position is defined as a radius of 50 miles from Golden, Colorado. This includes all locations that fall within a 50-mile driving distance from 555 Corporate Circle, Golden, Colorado 80401

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/16/2026. 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-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. See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade. You may qualify based on your experience as described below: Specialized Experience: 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: experience using order placement and order fulfillment production systems to complete tasks such as remote order entry systems, purchase orders, order certification, adjustments, and resolving issues; experience researching and using billing and credit policies and procedures to include billing reports and pricing; knowledge of supply and inventory systems, distribution, and shipping/postal methods and regulations. You will be rated on the following Competencies for this position: Accountability Attention to Detail Communication Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Quality Assurance Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Technology Application 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 primarily sedentary although some walking, stooping, bending, reaching, and carrying of loads weighing 25 to 40+ pounds is required. The position of the position typically works indoors in an environment involving everyday risks or discomforts which require normal safety precautions typical of such places as offices or meeting rooms. Observance of normal safety practices with office equipment, avoidance of trips and fails, and observance of fire regulations is required. The area is adequately lighted, heated, and ventilated. In addition the following is required: Special Hearing Requirement: This position has the following special hearing requirement: The Repair Service Technician must be able to hear, at least monaurally, at a moderate or better level. This must be verifiable be medical evaluation. Special Vision Requirements: This position has the following special vision requirements: (a) Close vision (clear vision at 20 inches or less.; (b) Distance vision (clear vision at 20 feet or more; (c) Color vision (ability to identify and distinguish colors); (d) Peripheral vision (ability to observe areas up and down or to left and right while eyes are fixed on a given point); € Depth perception (three-dimensional vision, ability to judge distance and spatial relationships; and (f) Ability to adjust focus (ability to adjust the sys to bring an object into sharp focus). This must be verifiable by medical evaluation. 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/. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/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 for this vacancy. To be found well qualified, applicants must meet the following qualifications:

• Capturing and resetting hearing aid programs using NOAH software
• Troubleshooting and creating service requests for hearing-related devices requiring repair
• Ensuring outgoing devices have the correct shipping address and are being sent in the correct shipping category
• Initiating, maintaining, and disposing of records for Veterans and VA medical facilities
• Laboratory Workload Systems (LWS) database

Information about ICTAP and 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/.

Education

As a general rule, education is not creditable above GS-5 for most positions covered by this standard; however, graduate education may be credited in those few instances where the graduate education is directly related to the work of the position. 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.

Requirements

Conditions of Employment You must be a U.S. Citizen to apply for this job Pre-employment Physical required To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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 identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. As a condition of employment for accepting this position, you may be required to serve a one year probationary period or two year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your one year probationary period or two year trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.