SummaryThis position is located in the North Atlantic District - End User Operations, Office of Information and Technology (OI&T). IT Specialist in this position performs a combination of duties; phone support, desk-side technical support, and bench-top diagnosis and repair. The primary duties and responsibilities include resolving customer related software and hardware problems in accordance with established policies and procedures.
Learn more about this agencyDutiesHelp
Major Duties:- Diagnose 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.
- Document and provide feedback on trends associated with customer support, including viable recommendations for improvement.
- Provide 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.
- Perform account management on a regular basis to clear duplicate and outdated entries.
- Train lower graded IT Specialists in account management procedures.
- Provide variety of IT support services essential to the effective operation and performance of VA IT systems implemented at the end user location.
- Troubleshoot, install/removal, and systems knowledge assistance and/or training in response to customer requirements.
- Ensure Help Desk tracking and asset information is accurate, and that telecommunications closets are organized and connections labeled according to VA standards when adding or removing patch cabling.
This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles: 411 - Operate and Maintain
- 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:;/b>
Position Description/PD#: IT Specialist/PD17041A
Work Schedule: Monday - Friday 8:00am - 4:30pm - Tour of duty may be subject to change based on organizational needs.
Compressed/Flexible: As determined by the Agency Policy
Telework: Adhoc telework may be authorized at management discretion.
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Designated Drug Testing Position: Not applicable
Bargaining Unit Status: Eligible
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.
RequirementsHelp
Conditions of employment- 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.
- Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required.
- 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 ( Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- This job opportunity announcement may be used to fill additional vacancies.
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.
QualificationsTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/29/2026.
You may qualify based on your experience as described below:Basic RequirementsExperience: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.
ANDSpecialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization.
Specialized experience for this position is defined as: diagnosing and resolving complex hardware, software, network, application, and customer-reported incidents; installing, configuring, maintaining, and troubleshooting IT equipment and software applications; AND providing technical guidance and training to customers and lower-graded IT Specialists.
EducationThere is no educational substitution at this grade level.
Additional informationVacancies may not presently exist, but they may become available at any point during the opening period of this announcement. We will not review applicant resumes until there is a request to fill a vacancy.You are applying to a public notice to fill current and future vacancies.
Please note, there may or may not be actual/projected vacancies when you submit your application. Your resume and any supporting documentation will be retained with other applicants and reviewed as vacancies occur. You will not receive a notice regarding your application's status other than the initial acknowledgment until a request is received to fill a position.
We will refer applicants who meet the minimum qualifications to the selecting official for consideration on demand for open positions. The organization's hiring need will determine the referral of additional applicants. Applicants will only be notified about their application's status if referred or if we fill all vacancies.
This announcement will remain open until December 29, 2026
*Due to the potential of a high volume of applicants, not all applicants may receive consideration.*All required documents must be uploaded at the time you submit your application. The system supports only one submission. Applicants will not be able to edit their application or upload additional documents once it has been submitted.
Applications that are incomplete-including those missing required documentation-will not be considered. Applicants are responsible for reviewing the Required Documents section and ensuring all mandatory materials are included prior to submission.
Note: Applicants will not be contacted for missing information. It is the applicant's responsibility to provide all documentation necessary to determine qualification and eligibility.
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.
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.
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 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 well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at ;br>
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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.
BenefitsHelp
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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