Information Technology Specialist

Full Job Description

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.

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.

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: 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.