Clarification from the agency

ALL US CITIZENS DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.201) for this occupation.

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• 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.

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.
• 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.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/09/2026.

Basic Requirement - Individual Occupational Requirement (IOR): Applicants must have IT-related experience demonstrating each of the four competencies listed below.

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.

You must meet both the Basic Requirement and the Specialized Experience to qualify for this series and grades as described below.

-AND-

GS07:

• 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: A working knowledge of IT customer support principles and procedures sufficient to deliver technical support services in a Windows environment. This includes installing, configuring, and troubleshooting hardware and software; managing user accounts and security; and applying basic networking knowledge with devices such as routers, switches, and wireless access points. Experience must also include responding to service tickets, communicating resolutions to users, and documenting troubleshooting steps according to established processes.

OR,

• Education: 1 full year of Undergraduate or Graduate Education or Superior Academic Achievement: 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.

GS-09:

• 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: One year of specialized experience equivalent to the GS-7 level that demonstrates knowledge of directory services, networking fundamentals, and Windows Server administration sufficient to resolve moderately complex issues with limited supervision. Experience includes administering Active Directory (such as creating, modifying, and disabling user accounts; managing security and distribution groups; and applying Group Policies), applying networking concepts (including IPv4 addressing, subnetting, DHCP, DNS, and protocols such as TCP/IP and HTTP/S), and managing Windows Server roles, features, and permissions. This work requires documenting solutions, validating resolutions in a problem resolution database, and using independent judgment in applying analytical and troubleshooting techniques within IT infrastructure.

AND,

• Education: Master's or Equivalent Graduate Degree OR 2 full years of progressively higher level graduate education leading to a Master's Degree or equivalent graduate degree. NOTE: 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...

GS-11:

• 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: One year of specialized experience equivalent to the GS-9 level that demonstrates mastery of enterprise directory services, server operations, and technical problem-solving sufficient to independently complete complex assignments and enhance support operations. This experience includes advanced Active Directory administration (such as managing computer objects, enforcing least-privilege access, and applying authentication mechanisms like Kerberos and LDAP integrated with DNS), administering server operations (including DHCP scope management, patching, backup and restores, and performance monitoring), and diagnosing/resolving the most difficult issues using structured troubleshooting tools. The work also involves coordinating projects and providing coaching to junior specialists, typically performed with little or no supervision, requiring substantial judgment in analyzing system interrelationships and standardizing solutions across the enterprise.

OR,

• Education: Ph.D. OR equivalent doctoral Degree OR 3 full years of progressively higher level graduate education leading to a Ph.D. OR equivalent doctoral degree: 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.

A Quality Ranking Factor is a knowledge, skill, or ability that is highly desirable for successful performance in this position. Applicants with this qualification may be ranked above others in the selection process. For this vacancy, the Quality Ranking Factor is: experience in automated industrial or control system environments (e.g., PLC/SCADA) sufficient to accelerate familiarity with Consolidated Mail Outpatient Pharmacy (CMOP) operational systems.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:

• Accountability
• Attention to Detail
• Customer Service
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Teamwork

USA Hire Assessments include a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment.

Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.

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; religions; 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.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

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.