IT SPECIALIST

US Deputy Assistant Secretary for Information and Technology; Salt Lake City (UT); On-site; USD 90,000 - 120,000; Full time

Job summary

Department of Veterans Affairs in Salt Lake City seeks an IT Specialist within the End User Operations (EUS) division of the Office of Information and Enterprise Command Operations (ECO) and Enterprise Service Desk (ESD). The role focuses on central engineering services and a unified technology vision across VA to optimize systems and enable interoperability enterprise-wide.

Candidates must meet specialized GS-13 requirements and demonstrate experience leading large-scale federal IT service desk

Qualifications

• Basic qualifications emphasize attention to detail and customer service excellence.
• Clear oral communication and problem-solving capabilities are essential.
• Experience in IT service environments and service desk operations is expected.
• Applicants should understand federal IT service delivery and governance context.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Job description

This incumbent will serve as an IT Specialist at the Department of Veteran Affairs' End User Operations (EUS) division of The Office of Information (OIT) and Enterprise Command Operations (ECO), Enterprise Service Desk (ESD). Providing central engineering services and management of a technical framework promoting one technology vision across VA, which supports system optimization, Integration and interoperability throughout the enterprise. To qualify for this position, all qualification requirements must be met by the closing date of this announcement-10/23/2026.

Minimum Qualifications Requirements

Basic Requirements Experience:

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-13: You must have 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. 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 position is defined as: Demonstrated experience as a Deputy Program Manager or senior operations leader on a large-scale (100,000+ monthly contact volume), multi-vendor federal IT service desk program. Candidate must have direct, hands-on experience managing a NICE CXOne (or directly comparable enterprise contact center platform) environment, including oversight of IVR-led authentication architecture, and AI/automation capability delivery designed to reduce human agent contact volume in favor of AI/automation. Experience must include managing cross-vendor data-sharing obligations and an independent quality assurance/analytics function (e.g., Medallia or comparable platform) that operates structurally independent of Tier 1 vendor performance reporting. Candidate should also demonstrate experience managing Transition-In/Transition-Out phases for federal service desk contracts, knowledge management programs supporting AI-driven self-service deployment, and governance of joint multi-vendor service provider working groups reporting to a government Program Management Office.

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.

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/