Supervisory IT Specialist (Customer Support)

Summary

This position is within the Office of Information Technology (OIT), End User Services (EUS), and is located at a Department of Veterans Affairs (VA) facility or field office within the United States. As a first-level supervisor, the incumbent exercises full supervisory, technical, and administrative responsibility for planning, developing, implementing, executing, and evaluating the Information Technology (IT) Program.

Duties

• Exercise full supervisory, technical, and administrative responsibilities for planning, developing, implementing, executing, and evaluating the Information Technology (IT) Program.
• Manage, direct, plan, and coordinate employees performing a wide variety of information disciplines and functions including a broad spectrum of automation endeavors, local and wide area networks, data communications, computer hardware and software, etc.
• Review or conduct audits of information technology (IT) programs and projects
• Perform needs analysis to determine opportunities for new and improved business process solutions
• Act as a primary stakeholder in the underlying information technology (IT) operational processes and functions that support the service, provide direction and monitor all significant activities so the service is delivered successfully
• Coordinate and manage the overall service provided to a customer end-to-end.
• Oversee the daily operation of the unit, ensures that agency policies and priorities are being followed; develop performance standards; and evaluate work performance of subordinates.
• Serve as the primary advisor and single point of contact to the medical center Director on information management (IM) issues and IT projects under development or planned for this facility.

This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles:

Cyber Security Code 803 (Product Support Manager) Manage the package of support functions required to field and maintain the readiness and operational capability of systems and components.

Cyber Security code 805 (IT Program Auditor) Conduct evaluations of an IT program or its individual components, to determine compliance with published standards.

Cyber Security code 411 (Technical Support Specialist) Provide 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).

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: https://niccs.us-cert.gov/workforce-development/cyber-career-pathways

This is not a bargaining unit eligible position.

Position Description/PD#: Supervisory IT Specialist (Customer Support)/PD15299A, PD15299A, PD15299A, and PD15299A

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: Monday - Friday; 8:00am -4:30pm

Compressed/Flexible: Compressed/flexible schedule available at the manager's discretion

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/CPOCs/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 assistance from other specialist 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 physical effort.

Working Conditions: The work is performed in the facility's 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 exposure to circuitry of electronic equipment during bench-top or on-site analysis of problems or testing. In the latter situation, the employee must apply knowledge and reasonable precautions to and personal injury or damage to the equipment. Occasional travel may be required on short notice.

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.
• Selectee is subject to background/suitability investigation.
• Complete the initial online assessment and USAHire Assessment, if required.
• To be considered for this position, applicants must complete all required steps in the process.
• 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 identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• This is not a remote position. OI&T has multiple worksites at various duty locations, and the individual(s) selected may be assigned to any federal government work site.
• 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.
  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.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/30/2026.

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.

You must meet the Minimum Qualification Requirements, and Specialized Experience to qualify for this series as described below.

Minimum Qualifications Requirements

EXPERIENCE: To qualify for this position, you must have information technology-related experience demonstrating all of the four competencies listed below. Ensure that this experience is clearly described in your resume:

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. 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.
3. 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.
4. 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 for GS-12: You must have one year of specialized experience equivalent to at least the next lower grade in the normal line of progression for the occupation in the organization. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.

Specialized experience is defined as

• Experience in IT operations, supervision, and management of IT delivery systems and equipment.
• Incumbent must demonstrate experience administering IT operational activities that support all organizations within the geographic area.
• This position requires demonstrated experience utilizing strategic planning, budgeting, performance management and implementation of new, and maintenance of, existing operational hardware and software required for IT Support of all end users in the area.
• Candidate must be able to provide evidence identifying measures or indicators of system performance and the actions needed to improve or correct performance relative to the goals of the systems; applying service management concepts for networks and related standards.

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.

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.

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

Education

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

Additional information

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

Current OIT or VA employees with competitive status and CTAP/RPL eligible. This announcement will NOT be used for changing duty locations. If selected, and not on an approved exemption, you will continue to report to your current duty location.

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 Fe