Information Technology Specialist

Summary

The position is located in the End User Operations, Office of Information and Technology (OI&T). The primary duties and responsibilities include resolving customer related software and hardware problems In accordance with established policies and procedures.

Duties

Help

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:

• Diagnoses and resolves problems in response to IT reported incidents. Manages the movement and installation of IT equipment to assure coordination of IT support and customer service.
• Documents and provides feedback on trends associated with customer support, including viable recommendations for improvement.
• Provides support for technology endpoints (personal computers, laptops, tablets, smart phones, desk phones, video teleconferencing equipment, etc.) by implementing, maintaining and updating VA standard baseline configurations for these devices.
• Provides support, implements, and manages Desktop software patching and installation, including packet creation, using VA approved processes and tools.
• Utilizes experience, discretion, judgment and knowledge in the planning, execution, operation and maintenance of IT systems and infrastructure.
• Diagnoses and resolves problems in response to IT reported incidents
• Reviews proposed changes to the client operating environment; suggests resolutions that are most likely to be used on a regular basis; performs account management on a regular basis to clear duplicate and outdated entries
• Investigates and recommends purchase of tools and technologies to improve responsiveness to customer requirements.
  
  Identifies and breaks down problems using structured problem resolution approaches
• Provides group and one on one systems/software applications training to customers as required.
• Provides a variety of IT support services essential to the effective operation and performance of VA IT systems implemented at the end user location.

Position Description/PD#: Information Technology Specialist/PD17041A

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

Financial Disclosure Report: Not Required

Travel Required: Occasional travel may be required as needed for this position.

Work Schedule: 8:00 AM: 4:30 PM, Monday - Friday

Compressed/Flexible: As determined by the Agency Policy

Virtual: . This is not a virtual position

Physical Demands: : The work is sedentary, but may involve intermediate periods of walking, bending, stooping, lifting, carrying, regularly moving (up to 50 pounds) computer components and supplies, reaching, pulling, and working at a keyboard and monitor. Subject to call back outside tour of duty.

Working Conditions: The work area is adequately lighted, heated and ventilated. The work environment involves everyday risks or discomforts that require normal safety precautions.

Designated Drug Testing Position: Not applicable.

Requirements

Help

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.
• 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.

Qualifications

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 the GS-12 position you must have served 52 weeks at the GS-11. 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.

To qualify for this position, all qualification requirements must be met by the closing date of this announcement-02/27/2026.

Basic Experience Requirements: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: At least one full year of specialized experience comparable in scope and responsibility to the GS-11 in the normal line of progression for the occupation in the organization. Specialized experience is experience that equipped the applicant with the particular knowledge, skllls, and abilities needed to successfully perform the duties of this position. Specialized experience is defined as: Coordinates customer support activities sufficient to receive, respond to, and ensure complete resolution of complex issues beyond what a help desk can resolve; providing comprehensive software, IT systems, or equipment guidance and/or training to enhance customer knowledge, as well as to prevent recurring help desk inquiries; overseeing Help Desk activities; developing clear and concise IT reports and documentation for senior IT management.

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.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Education

There is no educational substitution for this position at this grade level.

Additional information

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.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at ;br>
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.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

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.

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.

Expand Hide additional information

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

Help

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.

Review our benefits

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.