Supervisory IT Specialist (Customer Support)

This position is within the Office of Information Technology (OIT), End User Services (EUS), and is located at a Department of Veterans Affairs (VA) facility or field office within the United States. As a first-level supervisor, the incumbent exercises full supervisory, technical, and administrative responsibility for planning, developing, implementing, executing, and evaluating the Information Technology (IT) Program. Major duties: OIT Mission: The mission of the Office of Information and Technology (OIT) is to collaborate with our business partners to create the best experience for all Veterans. OIT Vision: To become a world-class organization that provides a seamless, unified Veteran experience through the delivery of state-of-the-art technology. Major Duties: Exercise full supervisory, technical, and administrative responsibilities for planning, developing, implementing, executing, and evaluating the Information Technology (IT) Program. Manage, direct, plan, and coordinate employees performing a wide variety of information disciplines and functions including a broad spectrum of automation endeavors, local and wide area networks, data communications, computer hardware and software, etc. Review or conduct audits of information technology (IT) programs and projects Perform needs analysis to determine opportunities for new and improved business process solutions Act as a primary stakeholder in the underlying information technology (IT) operational processes and functions that support the service, provide direction and monitor all significant activities so the service is delivered successfully Coordinate and manage the overall service provided to a customer end-to-end. Oversee the daily operation of the unit, ensures that agency policies and priorities are being followed; develop performance standards; and evaluate work performance of subordinates. Serve as the primary advisor and single point of contact to the medical center Director on information management (IM) issues and IT projects under development or planned for this facility. This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles: Cyber Security Code 803 (Product Support Manager) Manage the package of support functions required to field and maintain the readiness and operational capability of systems and components. Cyber Security code 805 (IT Program Auditor) Conduct evaluations of an IT program or its individual components, to determine compliance with published standards. Cyber Security code 411 (Technical Support Specialist) Provide 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, when applicable). 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 This is not a bargaining unit eligible position. Position Description/PD#: Supervisory IT Specialist (Customer Support)/PD15299A, PD15299A, PD15299A, and PD15299A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required Travel Required: Occasional travel may be required as needed for this position. Work Schedule: Monday - Friday; 8:00am -4:30pm Compressed/Flexible: Compressed/flexible schedule available at the manager's discretion Virtual: This is not a virtual position. Remote: This is not a remote position. Physical Demands: The work is both sedentary and active, requiring walking through out the medical center/CPOCs/Clinics or other designated areas. Duties may require lifting, carting and carrying computer equipment such as monitors and printers weighing 20-40 pounds or drive a motor vehicle. Asking assistance from other specialist to help with lifting is encouraged. There may be limited crawling under desks and behind areas to gain access to equipment. The work does not require any special physical effort. Working Conditions: The work is performed in the facility's computer repair workroom and in various business and/or clinical settings. The work area is adequately lighted, heated, and ventilated. There will be instances where the employee will need to crawl under/over/behind desks, through various types of furniture to get to the device in need of repair. There is some exposure to circuitry of electronic equipment during bench-top or on-site analysis of problems or testing. In the latter situation, the employee must apply knowledge and reasonable precautions to and personal injury or damage to the equipment. Occasional travel may be required on short notice. Requirements: 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. 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. This is not a remote position. OI&T has multiple worksites at various duty locations, and the individual(s) selected may be assigned to any federal government work site. 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. All required documents must be uploaded at the time you submit your application. The system supports only one submission. Applicants will not be able to edit their application or upload additional documents once it has been submitted. Applications that are incomplete-including those missing required documentation-will not be considered. Applicants are responsible for reviewing the Required Documents section and ensuring all mandatory materials are included prior to submission. Note: Applicants will not be contacted for missing information. It is the applicant's responsibility to provide all documentation necessary to determine qualification and eligibility.