IT Specialist (System Analyst/Customer Support)

This IT Specialist (System Analyst/Customer Support) position is with Deputy Assistant Secretary for Information and Technology (Department of Veterans Affairs) in Phoenix, AZ. The position is located within the Department of Veterans Affairs (DVA), Office of Information and Technology (OIT), Development, Security and Operations (DevSecOps), Enterprise Command Operations (ECO). Serve as a Senior IT Specialist for the Enterprise Service Desks' Account Management Team, and provide IT support for all IT infrastructures, mainframe systems, applications, and VA-wide hardware and software that ultimately affect the plans, goals, and effectiveness of VA nationwide. Key duties: • 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-2210-12 The 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. 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: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. 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/. View the full announcement and apply on USAJOBS.gov.