IT Specialist (Customer Support / Systems Analysis)
What you'd do
This position is in the Department of Veteran Affairs (VA), Office of Information & Technology (OIT). The purpose of the position is to lead the full range of duties associated with the systems analysis and customer support for all major Incidents related to Information Technology (IT) service outages, degradation of services and unplanned service disruptions that negatively impact the VA's nationwide plans. Goals, and mission effectiveness in support of our nation's Veterans.
Major duties
OIT Mission: The mission of the Office of Information and Technology (OIT) is to collaborate with our business partners to create the best experience for all Veterans. OIT Vision: To become a world-class organization that provides a seamless, unified Veteran experience through the delivery of state-of-the-art technology. Major Duties: Provides technical support to customers who need assistance utilizing client level hardware and software in accordance with established or approved organizational process components(i.e., Master Incident Management Plan, where applicable.) Develops assessment plans and measures of performance/effectiveness. Conducts strategic and operational effectiveness assessments as required for cyber events. Determines whether systems performed as expected and provides input to the determination of operational effectiveness. Develops unique cyber indicators to maintain constant awareness of the status of highly dynamic operating environment. Collects, processes, analyzes, and disseminates cyber warning assessments Duties align with Cybersecurity Codes: 411, 112, 141 Work Schedule: 3:00pm-11:30pm, Tuesday-Saturday Compressed/Flexible: Available at manager's discretion. Travel Required: Up to 25% travel may be required, as needed, for this position. Telework: Adhoc telework may be authorized at management discretion. Financial Disclosure Report: Not applicable Virtual: This is not a virtual position. Position Description PD: IT Specialist (Customer Support / Systems Analysis)/PD00098A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Physical Demands: The work is sedentary. Some work may require walking and standing in conjunction with travel and attendance at meetings and conferences away from the work site. Working Conditions: Work is performed in a typical computer operations environment. Rooms are well lit, air conditioned office spaces with moderate noise from common office equipment.
What you need to qualify
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/27/2026. Applicants must meet all requirements when a request is received to fill a vacancy. You may qualify based on your experience as described below: Basic Requirements Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. For all positions individuals must have IT-related experience demonstrating each of the five competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND 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. Specialized experience is defined as: experience applying IT principles, cybersecurity standards, and contingency planning practices to support enterprise information systems and emergency preparedness operations. Experience includes analyzing and implementing IT solutions; managing or supporting network, infrastructure, or communications systems; conducting risk management or security compliance activities; coordinating contingency or continuity operations; evaluating emerging technologies; and providing technical guidance to support organizational IT operations and mission requirements. Experience communicating with stakeholders and coordinating across multiple organizations in support of complex IT initiatives is also required. 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/.
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