Clarification from the agency

This job is open to the Public and CTAP/ICTAP eligibles. ALL US CITIZENS DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.205) for this occupation.

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Major Duties: GS-2210-11

This is a developmental level position associated with the full performance GS-2210-12 level position of IT Specialist (Systems Analysis/Customer Support).

This position is established to perform developmental assignments similar to duties contained in the full performance position of IT Specialist (Systems Analysis/Customer Support), GS-2210-12The required knowledge, skills, and abilities are obtained through the satisfactory performance of progressively more complete assignments of duties and responsibilities of the type and variance as described at the full performance level. Scope and depth of assignments are not as great as at the full performance level. (View GS-2210-12 duty description below).

***Additional duties required, within scope of the position descriptions.***

Major Duties: GS-2210-12

• Provides advice and guidance on a wide range and variety of complex IT issues that encompass one or more IT specialties such as software development, systems analysis, security, information assurance, software testing, network services, data management and systems administration.
• Interprets IT policies, standards and guidelines; develops, customizes or acquires applications software to meet technical and functional requirements. Consults with customers to refine IT system functional requirements and translate functional requirements into technical specifications; conducts analyses and recommends resolution of complex issues affecting the specialty area(s); evaluates and recommends adoption of new or enhanced approaches to delivering IT services.
• Tests and optimizes the functionality of systems, networks, and data; identifies and defines business or technical requirements applied to the design, development, implementation, management and support of systems and networks; designs, develops and maintains data management systems and/or databases; ensures optimal use of commercially available products.
• Evaluates proposals for the acquisition and maintenance of IT products or services; prepares and presents reports; and represents the organization in interactions with other organizations regarding IT projects.
• The incumbent is responsible for resolving user trouble tickets, and for providing consulting services to the network administrator, database analyst, for specifically difficult problems.
• Ensures issues dealing with the opening, updating and closing of tickets with the IT Service Management Suite (ITSM) are completed according to ESD policies and procedures. The trouble calls cover various diverse topics that include hardware and software configuration and repair, and user training issues.
• Resolves trouble tickets that cannot be resolved by Tier I and Tier II technicians. Troubleshoot network connectivity, server connections, PC hardware and software to determine the cause of failure.
• Conduct installations and implementation of new system hardware and software and develops standard operating procedures.
• Conduct testing to insure operability, efficiency, and compliance with existing procedures and regulations as needed.

***Additional duties required, within scope of the position descriptions.***

This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles of Cybersecurity Code: 411.

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

Position Description/PD#: IT Specialist (System Analyst/Customer Support)/PD17745A
Bargaining Unit: Yes
Relocation/Recruitment Incentives: Not Authorized.
Permanent Change of Station (PCS): Not Authorized.
Financial Disclosure Report: Not Required.
Travel Required: Up to 25%. Occasional travel may be required as needed for this position.
Work Schedule: Monday-Friday; 8:00AM to 4:30PM EST. (Tour of duty may be subject to change based on organizational needs).
Compressed/Flexible: May be available/authorized, at Manager's discretion as determined by the Agency Policy.
Telework: (AdHoc) Authorized at Manager's discretion.
Virtual/Remote: This is NOT a virtual NOR a remote position.

Physical Demands: The work is sedentary. Some work may require walking and standing in conjunction with travel to attend meetings and conferences away from the work site. Some employees may carry light items, up to 50lbs or drive a motor vehicle.

Working Conditions: Work is performed in a typical computer operations environment. Rooms are well-lighted, air-conditioned office spaces with moderate noise from common office equipment. Some employees may occasionally be exposed to uncomfortable conditions in such places as research and production facilities.

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 may 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.

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

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/05/2026.

***You must meet the Minimum Qualification Requirements -AND- Specialized Experience to qualify for this series as described below.****

Minimum Qualification Requirements

Basic Requirements 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.

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-2210-11/12: 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 for this GS-2210-11/12 position is defined as: Demonstrated experience administering Identity and Access Management (IAM) tools, specifically the Account Provisioning/Deprovisioning System, and implementing related concepts in an enterprise environment. Proven ability to apply comprehensive knowledge of IT concepts, principles, methodologies, and best practices to plan and execute complex assignments; provide expert advice and guidance on a broad spectrum of intricate IT issues; and interpret and implement IT policies, standards, and guidelines. At least two years of hands-on experience with Active Directory, identity and access management, as well as network and Exchange environments, including account provisioning and deprovisioning for various applications.

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.

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.

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. 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 (knowledge, skills, abilities, and other characteristics):

The USA Hire Assessment includes 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.

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 an assessment may also result in your removal from consideration. In order to be considered for this position, you must complete ALL required steps in the process.

Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement. Your resume must include your name, contact phone number and contact email address,and must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.

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.

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 that have faced financial hardships or periods of unemployment.

Veterans' Preference: Since the Direct-Hire Recruitment Authority is being used, traditional Veterans' Preference rules do not apply. Qualified veterans will, however, be given full consideration for this position.