IT Specialist (Customer Support)

Summary Deliver secure and high availability infrastructure solutions supporting VA's mission. Serve as an operational service provider of foundational compute, storage, physical database, and client management components. Implement and sustain technical, management, and operational security controls and supporting processes to protect mission critical networks, systems, and applications throughout the VA enterprise. Apply today! Responsibilities Maintain incident tracking and solution database. Conduct functional and connectivity testing to ensure continuing operability. Administer accounts, network rights, and access to systems and equipment. Perform asset management/inventory of information technology (IT) resources. Diagnose and resolve customer reported system incidents, problems, and events. Install, update, and troubleshoot systems/servers. Manage accounts, network rights, and access to systems and equipment. Check system hardware availability, functionality, integrity, and efficiency. Maintain baseline system security according to organizational policies. Plan, execute, and verify data redundancy and system recovery procedures. Make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience. Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards. Cybersecurity Code 451 - System Administrator: Responsible for setting up and maintaining a system or specific components of a system (e.g. for example, installing, configuring, and updating hardware and software; establishing and managing user accounts; overseeing or conducting backup and recovery tasks; implementing operational and technical security controls; and adhering to organizational security policies and procedures). Cybersecurity Code 411 - Technical Support Specialist: 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, when applicable). Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday - Friday, 1st Shift: 8am - 4:30pm, 2nd Shift: 3:30pm - 1am Compressed/Flexible: Upon supervisor discretion. Telework: This position is not eligible for telework. Virtual: This is not a virtual position. Position Description/PD#: IT Specialist (Customer Support)/ GS-11 PD19097A, GS-09 PD19096A, and GS-07 PD19095A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation May serve a probationary period. A complete application package; Resume, SF-50s, etc. 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. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which you will be evaluated for 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 To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/21/2026. GS07: You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include: applying fundamental computer skills to support customer requirements, including installing printers, assisting with user logon procedures, configuring file sharing access, and providing basic support for Microsoft Word, PowerPoint, and Excel within the Windows environment. Basic Networking knowledge. Understanding what a network is and the difference between LAN, WAN, WLAN, and internet vs Intranet. Knowing common network devices: routers, switches, firewalls, wireless access point. OR, Education: Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above. OR, Combination: Applicants may also combine education and experience to qualify at this level. Basic Requirement - Individual Occupational Requirement (IOR): The GS-07 is considered a "trainee" level, is heavily supervised, and therefor exempt from this requirement. GS-09: Applicants must have IT-related experience demonstrating each of the four competencies listed below at a proficiency level equivalent to the next lower grade level in federal service You must meet both the Basic Requirement and the Specialized Experience to qualify for this series as described below. 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. You may qualify based on your experience and/or IT-related education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include: understanding Active Directory (AD) as a directory service, including its core components such as domains, trees, forests, and organizational units (OUs). Responsibilities include managing user accounts and groups, resetting passwords, and basic Group Policy tasks. The role requires foundational knowledge of networking concepts like IP addressing, DNS, DHCP, and common protocols (TCP, UDP, FTP, SMTP), as well as a general understanding of Windows Server roles and features. Candidates should be capable of installing and configuring Windows Server, navigating Server Manager, managing file shares and permissions, and performing basic GPO troubleshooting and integration with AD. OR, Education: Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and 2 academic years of progressively higher-level graduate education in a course of study that directly reflects the job-related KSAs/competencies necessary to satisfy the minimum qualifications and perform the duties of the position. GS-11: Applicants must have IT-related experience demonstrating each of the four competencies listed below at a proficiency level equivalent to the next lower grade level in federal service You must meet both the Basic Requirement and the Specialized Experience to qualify for this series as described below. 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. You may qualify based on your experience and/or IT-related education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include: proficiency with network fundamentals (OSI model, troubleshooting tools, WiFi concepts, firewalls, VPNs), and the ability to monitor, troubleshoot, and resolve issues like login failures, DNS errors, and weak signals. Additional expertise includes managing DHCP, Windows Updates, backups, services, Remote Desktop, and performance monitoring, all while working independently with minimal supervision. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree in a course of study that directly reflects the job-related KSAs/competencies necessary to satisfy the minimum qualification and perform the duties of the position. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and 3 academic years of progressively higher-level graduate education, in a course of study that directly reflects the job-related KSAs/competencies necessary to satisfy the minimum qualifications and perform the duties of the position. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: Additional Information 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. This job opportunity announcement may be used to fill additional vacancies. 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