IT Specialist (SysAdmin/CustSpt)

US Deputy Assistant Secretary for Information and Technology; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

The Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Enterprise Command Operations, provides system analysis and customer support for major IT incidents that disrupt nationwide services for Veterans.

Qualifications emphasize attention to detail, customer service, oral communication, and problem solving, with at least one year of specialized IT experience and ITIL-based incident management exposure.

Qualifications

• IT-related experience demonstrating four core competencies.
• Experience delivering quality IT incident management in a 24/7 environment.

Responsibilities

• Lead and coordinate enterprise IT incident management for major outages.
• Monitor, triage, and resolve incidents impacting multiple users or locations.
• Communicate incident status and impact to stakeholders and leadership; prepare reports and root cause analyses.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Tools

ITIL

Job description

The position is in the Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Enterprise Command Operations (ECO). The purpose of the position is to provide system analysis and customer support for all Major Incidents related to information Technology (IT) service outages, degradation of services, and unplanned service disruptions that negatively impact the VA's nationwide plans, goals, and mission effectiveness in support our nation's Veterans.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/06/2026.

Applicants must meet all requirements when a request is received to fill a vacancy. You may qualify based on your experience as described below:

1. Individual Occupational Requirements (IOR)

Basic Requirement 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 four 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.

• 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 2. Specialized Experience

You must have one year of specialized experience equivalent to at least the next lower gradeGS-11 in the normal line of progression for the occupation in the organization.

Specialized experience is defined as: Experience leading and coordinating enterprise-level IT incident management operations in a 24/7 environment, including monitoring, triaging, and resolving major system outages affecting multiple users or locations. Demonstrated ability to analyze complex IT systems (networks, applications, servers), direct cross-functional technical teams, and restore services within defined service level agreements. Experience communicating incident status and impacts to stakeholders and senior leadership, developing reports and root cause analyses, and applying ITIL-based processes for incident, problem, and change management. Experience supporting policy implementation, process improvement, and operational planning for IT service delivery.

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.

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.

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/.