SummaryThe position is in the Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Development, Security and Operations (DevSecOps), Enterprise Command Operations (ECO), Incident and Problem Management (IPM). Facilitating for all incidents managed by the organization; accountable for the end to end incident management process which includes initial notification, resource gathering, bridge communication and close out functions.
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Major Duties:As a Major Incident Coordinator (IC) ensures work priorities, methods, deadlines and quality are met during the assigned shift. Works various tours as assigned to ensure 24/7 coverage, remains available to the maximum extent possible during the daily tour of duty to receive customer requests for assistance via e-mail, Information Technology Service Management (ITSM) Tool, and telephone. This includes but is not limited to:
- Central communications point for all incidents managed by the organization and accountable for the end to end incident management process. Accurately documents and maintains these incidents and acts upon them appropriately within specified timeframes in accordance with applicable guidelines, VA policies, directives, regulations, schedules, Performance Service Level Agreements (PSLAs), and contracts including time-frames. Appropriate action would include addressing the customer's needs individually or as part of a team or channeling them to other responsible personnel.
- Monitors Operational Level Agreements (OLA) and Underpinning Contracts (UC) targets of the support group.
- Drives efficiency and effectiveness of the Incident Management process by producing major incident communications and management information. Incumbent ensures a high degree of accuracy and completeness in the data entered to ensure proper documentation to support incidents and aid in the resolution process.
- Evaluates issues reported by customers, ensuring the incident is classified with the potential cause, urgency and business impact.
- Estimates and reports on expected milestones for completion of tasks. Reports all production incidents and/or problems to supervisors and managers, collects and analyzes incident data, monitors chat rooms, checks and reports on work in progress.
- Reviews work of less experienced VA staff, provides supervisors with input on their performance, progress, and training needs.
- Coordinates the processing and monitoring of enterprise level incidents from inception to problem resolution.
- Identifies Incidents for review. Identifies potential problems through proactive trend analysis of major incidents.
- Performs moderately complex investigative work and ensures effective decisions are made during the investigation of major incidents.
- Works with internal and external customers to gather more information about problems and coordinate with assigned resources.
- Coordination and management of Major Incident Management process activities.
- Participates in Incident review following major incidents. Works with VA personnel, contractors or vendors ensuring AAR reports are completed accurately and in a timely manner. Ensures a high degree of accuracy and completeness in all forms of communication to ensure proper documentation to support episodes and aid in the resolution process
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Additional duties required, within scope of the position description.***This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles: 411-Technical Support Specialist and 451-System Administrator.
For more information about these work roles, where they fit within the larger Cyber Workforce, and how they can support your unique career journey, please visit the Cyber Career Pathways tool on the National Initiative for Cybersecurity Careers and Studies website:
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Position Description/PD#: IT Specialist-(System Administrator/Customer Support)/PD18094A
Bargaining Unit: No
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not Required
Travel Required: Up to 25% travel may be required, as needed. for this position.
Work Schedule: 8:00AM to 4:30PM; Tour of duty may be subject to change based on organizational needs.
Compressed/Flexible: As determined by the Agency Policy
Telework: (AdHoc) Authorized at Manager's discretion.
Virtual/Remote: This is NOT a virtual, NOR a remote position.
Physical Demands: The work is sedentary. Some work may require walking and standing in conjunction with travel and to attendance at meetings and conferences away from the work site.
Working Conditions: Work is performed in a typical computer operations environment. Rooms are well-lighted, air-conditioned office spaces with moderate noise from common office equipment.
Requirements
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Conditions of employment
- Selective Service Registration is required for males born after 12/31/1959.
- Selectee is subject to background/suitability investigation.
- Selected applicant will be required to complete an online onboarding process.
- This position is subject to pre-employment and random drug testing.
- Complete the initial online assessment and USAHire Assessment, if required.
- To be considered for this position, applicants must complete all required steps in the process.
- Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( 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 will be required to serve a 1-year probationary 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 probationary period , your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
This job opportunity announcement may be used to fill additional vacancies.
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/09/2026.
***You must meet the Minimum Qualification Requirements AND Specialized Experience to qualify for this series as described below.***
Minimum Qualifications Requirements
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.
To qualify for this position, you must have information technology-related experience demonstrating all of the four competencies listed below. Ensure that this experience is clearly described in your resume:
- 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.
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Specialized Experience for GS-2210-11: You must have one year of specialized experience equivalent to at least the next lower grade: GS-9 in the normal line of progression for the occupation in the organization. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.
Specialized experience for this position is defined as: Experience coordinating and managing enterprise-level IT incidents and customer support operations; monitoring, troubleshooting, and resolving complex system, network, and application issues; providing technical support for enterprise IT infrastructure; documenting and analyzing incident data and trends; coordinating with technical teams, vendors, and stakeholders to restore services; applying IT service management (ITIL) principles and incident management processes; developing and maintaining operational procedures and documentation; and communicating technical information and incident status to leadership and customers.
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.
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 ;br>
Education
EDUCATIONAL SUBSTITUTION: There is no educational substitution for this position at this grade level.
Additional information
This job opportunity announcement may be used to fill additional vacancies.
This is not a remote position.
A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected.
The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay.
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.
Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
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.
Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: _Accommodations_for_USA_Hire
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Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
Benefits
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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered. 
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