IT Specialist (Customer Support Systems Analysis)

About This Role

This IT Specialist role in Enterprise Command Operations (ECO) focuses on enhancing the productivity and efficiency of VA employees to deliver quality IT services to Veterans and their families. The work involves ensuring a continual flow of value to customers without interruption, by maintaining peak performance of systems, equipment, and processes.

Responsibilities

• Lead and coordinate all activities across the Major Incident Management (MIM) lifecycle
• Lead efforts to diagnose, troubleshoot, and resolve enterprise-wide IT incidents
• Ensure accurate data collection, logging, and validation for IT incidents
• Conduct research and analysis to identify customer requirements and resolve information gaps
• Monitor, triage, document, and communicate major IT outages and performance degradations
• Maintain expertise in incident management policies, procedures, and service level agreements (SLAs)
• Develop and execute strategic, operational, and communication plans for incident management

Requirements

• U.S. Citizen
• Selective Service Registration is required for males born after 12/31/1959
• Subject to background/security investigation
• May serve a probationary period
• Complete application package, including resume and SF-50s
• Resumes up to two total pages will be accepted; must be legible and not exceed 5MB file size
• 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 identification cards that are not REAL ID compliant cannot be utilized
• 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
• Attention to Detail: Is thorough when performing work and conscientious about attending to detail
• Customer Service: Works with clients and customers 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 to individuals or groups effectively, taking into account the audience and nature of the information; 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
• One year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization