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Summary
This position is in the Department of Veteran 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 of our nation's Veterans.
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Duties
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The Incident Manager is responsible for planning, coordinating, and providing technical leadership throughout the troubleshooting efforts to resolve critical IT service outages impacting the enterprise, that include collaborating with inter-service, inter-agency, and commercial vendor subject matter experts from a variety of technical competencies. Oversees high risk/high impact installation and integration of systems fixes, updates, patches, and enhancements ensuring systems and network availability and functionality.

• Assesses the technical expertise necessary to troubleshoot a service outage, gathers the technical subject experts, and leads the efforts for researching, evaluating, diagnosing, troubleshooting, and resolving the outage.
• Identifies alternate approaches to problem resolutions; frequently modifies and adapts precedent solutions to unique requirements to solve a wide variety of highly complex network and system related outages, suggests alternative means of meeting operational requirements through known workarounds
• Manages accounts and access to systems for major incident management ensuring the team is fully capable of performing all tasks and functions necessary to facilitate resolution efforts in a timely manner to urgent and highly complex service outages.
• Leads emergency change efforts to install, uninstall, or change configurations for application software, operating systems, and systems hardware necessary to restore IT services as quickly as possible.
• 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, where applicable.)
• Diagnose and resolve customer reported system incidents, problems, and events
• Troubleshoot system hardware and software
• Analyze incident data for emerging trends
• Maintain incident tracking and solution database

This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles: 411
Additional duties may be required, within scope of the position description.
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 Administrator/Customer Support)/PD18158A
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: Wednesday-Saturday, 10:30PM-9:00AM EST. (Tour of duty may be subject to change based on organizational needs)
Compressed/Flexible: May be available/authorized, at Manager's discretion.
Telework: May be authorized at Manager's discretion. (Ad Hoc)
Virtual/Remote: This is not a virtual nor a remote position.
Physical Demands: This position is sedentary. Walking, standing, bending, or occasional lifting of boxes or IT equipment weighing up to 40lbs may be required.
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. Computer equipment on the operations floor involves the use of high voltage electricity.
Requirements
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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 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, 08/11/2026.
Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-12 position you must have served 52 weeks at the GS-11. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement.
You must meet the Minimum Qualification Requirements, Specialized Experience to qualify for this series as described below.
Minimum Qualifications Requirements
EXPERIENCE: 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-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 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; 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.
It is the policy of the VA to not deny employment to those who have faced financial hardships or periods of unemployment.
Education
EDUCATIONAL SUBSTITUTION: There is no educational substitution for this position at this grade level.
Additional information
This job opportunity announcement may be used to fill additional vacancies.
This announcement will NOT be used for changing duty locations. If selected, and not on an approved exemption, you will continue to report to your current duty location.
A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected. The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay.
Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more.
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.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools f