IT Specialist (Customer Support Systems Analysis)

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/07/2026. Applicants must have IT-related experience demonstrating each of the four competencies listed below at a proficiency level equivalent to the next lower grade level in federal service You must meet both the Basic Requirement and the Specialized Experience to qualify for this series as described below. 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: 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. Examples of specialized experience would typically include, but are not limited to: Experience leading enterprise-level IT incident management operations in a 24/7 environment, overseeing major system outages, directing technical teams, and restoring services within service level agreements. Includes analyzing complex IT systems, communicating with stakeholders and senior leadership, generating reports and root-cause analyses, applying ITIL-based processes, and supporting policy implementation and process improvements for IT service delivery. 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/.

Lead and coordinate all activities across the Major Incident Management (MIM) lifecycle. Lead efforts to diagnose, troubleshoot, and resolve enterprise-wide IT incidents. Ensure accurate data collection, logging, and validation for IT incidents. Conduct research and analysis to identify customer requirements and resolve information gaps. Monitor, triage, document, and communicate major IT outages and performance degradations. Maintain expertise in incident management policies, procedures, and service level agreements (SLAs). Develop and execute strategic, operational, and communication plans for incident management. Promotion Potential: This position is at full performance level Work Schedule: Sunday - Thursday 3pm-11:30pm Compressed/Flexible: Upon supervisor discretion Telework: This position may be authorized for ADHOC telework. Virtual: This is not a virtual position. Position Description/PD#: IT Specialist (Customer Support Systems Analysis)/PD00098A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized