IT Analyst
What you'd do
Join the Connectivity and Collaboration Service (CCS) under OIT and be part of VA's digital transformation. CCS designs and maintains world-class connectivity, collaboration, and support services with secure, redundant, and reliable connections across the enterprise. We deliver a delightful user experience, empowering internal and external VA customers, with robust offerings for video and web conferencing, telephony, secure messaging, and more, built on a resilient network infrastructure.
Major duties
Determines the impact and implications in supporting information systems by reviewing directives, policies, programs, enterprise-wide functional user requirements and acquisition strategies for program related issues. Provides leadership with recommendations through interpretation of general work plans, problems, policies and needs into comprehensive and long range projects. Displays expert knowledge of the mission and programs of the customer organizations sufficient to provide advice and guidance in dealing with complex IT issues. Manages stressful situations and deals with obstacles including peer relations and demands of handling multiple tasks through flexibility, creativity and initiative. Implements, integrates, tests and maintains new system design and test procedures, including software and hardware devices, into existing network architecture; including enhancing traditional telephony, IP telephony and video teleconferencing in support of critical business applications and processes. Provides technical expertise and management on the implementation of assigned programs and projects while researching, testing and planning for the integration of new information technologies. Provides feedback and recommendations on information gained to senior leadership and interfaces between technical experts and functional users. Responds to after-hours pages, alerts and phone calls indicating the department system performance outside established thresholds, and works to rectify the situation until complete or positive hand off has occurred with other technicians as appropriate. Accomplishes long and short-range projects and management plans in the modification of systems, software, hardware, and networks. Plans, coordinates, develops, improves and integrates efficient and economical management of information systems in support of Unified Communications division activities. Promotion Potential: The position is at full performance level. Work Schedule: M-F 8am - 4:30pm Compressed/Flexible: Available at managers discretion Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: IT Analyst/PD17432A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
What you need to qualify
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/21/2026. 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-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Managing, configuring, maintaining, and supporting enterprise cloud-based contact center and unified communications platforms. This experience involves administering user accounts, system configurations, call routing, reporting tools, and platform integrations, as well as troubleshooting complex technical issues related to voice, messaging, customer engagement, workforce management, and omnichannel communications. The role also requires collaborating with IT teams, vendors, and stakeholders, utilizing diagnostic tools, managing support tickets and escalations, coordinating with third-party providers, and documenting operational procedures. Additional experience in supporting customer engagement operations, administering contact center technologies, agent support tools, quality management systems, and analytic platforms to improve operational efficiencies is essential. 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/.
Before you apply
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