Summary

This position is in the office of information technology ( OIT) End User Service and is located at a VA facility at field offices located throughout the nation.

Duties

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Major Duties:

• Manage the package of support functions required to field and maintain the readiness and operational capability of systems and components.
• Conducts evaluation of an IT program and/or its individual components, to determine compliance with published standards.
• Provide technical support to customers who need assistance utilizing client-level hardware and software in accordance with established or approved organizational process components (ie. Master Incident Management Plan, when applicable)

Work Schedule: 8am-4:30pm

Compressed/Flexible: As determined by the Agency Policy

Position Description/PD#: Supervisory Information Technology Specialist (Customer Support)/PD15299A

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: Monday - Friday; 8:00 AM - 4:30 PM; tour of duty may be subject to change based on organizational needs.

Virtual: This is NOT a virtual position.

Remote: This is NOT a remote position.

Physical Demands: The work is both sedentary and active, requiring walking through out the medical center/CPOC's/Clinics or other designated areas. Duties may require lifting, carting, and carrying computer equipment such as monitors and printers weighing 20-40 pounds or drive a motor vehicle. Asking for assistance from other specialists to help with lifting is encouraged. There may be limited crawling under desks and behind areas to gain access to equipment. The work does not require any special effort.

Work environment: The work is performed in the facilities computer repair workroom and in various business and/or clinical settings. The work area is adequately lighted, heated and ventilated. There will be instances where the employee will need to crawl under/over/behind desks, through various types of furniture to get to the device in need of repair. There is some circuitry of electronic equipment during bench-top or on-site analysis of problems or testing.

Requirements

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Conditions of employment

• You must be a U.S. Citizen to apply for this job
• 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.
• Selective Service Registration is required for males born after 12/31/1959
• 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.
• 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). 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 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

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/21/2026.

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 a 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.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement.

Applicants must meet all requirements when a request is received to fill a vacancy. You may qualify based on your experience as described below:

Basic Requirements

1. 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.

• 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 2. Specialized 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 is defined as: Installing and maintaining network infrastructure device operating system software (e.g., IOS, firmware); troubleshooting system hardware and software, analyzing incident data, and maintaining incident data for emerging trends. This position requires demonstrated experience diagnosing and resolving customer reported system incidents, problems, and events; developing methods to monitor and measure risk, compliance, and assurance efforts; providing ongoing optimization and problem-solving support to include possible improvements and upgrades. This position also requires experience with reviewing and conducting audits of information technology (IT) programs and projects, performing needs analysis to determine opportunities for new and improved business process solutions. Candidate must also show demonstrated experience acting as a primary stakeholder in the underlying information technology (IT) operational processes and functions that support the service, providing direction and monitoring all significant activities to ensure the service is delivered successfully, as well as coordinating and managing the overall service provided to a customer end-to-end.

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.

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 at this grade level.

Additional information

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.

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.

Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR [redacted](u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more.

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.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/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 (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

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.

Reasonable Accommodation (RA) Requests:If you have a disability covered by the Rehabilitation Act of 1973 that may interfere with completing the USA Hire Competency Based Assessments, you can request a Reasonable Accommodation (RA) in your online application. Requests, with supporting documentation, must be received before starting the assessments. Decisions are made case-by-case. If qualified and your RA request is adjudicated, you'll be invited to complete the assessments. All assessments must be finished within 48 hours of receiving the access link. https://help.usastaffing.gov/Apply/index.php?title=Reasonable_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 care