IT Specialist (CUSTSPT)

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!

Provides a variety of IT customer support services essential to the effective performance of organizational systems, including planning and delivering technical support, troubleshooting, installation, removal, moves, and systems knowledge assistance or training in response to customer requirements. Applies customer support concepts and methods, including procedures for troubleshooting and recovering systems and files, and understanding customer organizations' IT infrastructures to review, validate, and standardize problem resolutions for inclusion in the problem resolution database. Document solutions to problems and recommending fundamental changes to system configuration to prevent recurrences. Resolves the most difficult customer support requests, such as those involving integration or configuration-related issues. Installs, updates, and troubleshoots systems and servers. Sets up and maintains a system or specific components of a system, such as installing, configuring, and updating hardware and software, establishing and managing user accounts, and overseeing or conducting backup and recovery tasks. Provides technical support to customers who need assistance utilizing client-level hardware and software in accordance with established or approved organizational process components (e.g., Master Incident Management Plan, when applicable) This is a Bargaining Unit Position. This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles: 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). 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 Promotion Potential: GS-11-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; 8:00am to 4:30pm Compressed/Flexible: As determined by the Agency Policy Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: IT Specialist (CUSTSPT)/GS-11: PD19097A, GS-09: PD19096A, and GS-07:PD19095A Physical Requirements: The work is primarily sedentary, but may involve some walking, standing, bending, and carrying of light items such as books, papers, or laptop computers. Work may require occasional travel and the ability to safely move and install IT equipment. Working Conditions: Work is usually performed in an office setting with adequate lighting, heating, and ventilation. Incumbent may occasionally be required to travel or work in remote environments to support users. There may be periods of increased stress and work demands due to resolving critical IT issues or meeting project deadlines. Position may involve minimal physical effort, such as moving IT equipment or supplies.

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. Selected applicant will be required to complete an online onboarding process. This position is subject to pre-employment and random drug testing. 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. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial 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 or 2-year trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.