IT Specialist (Customer Support)

Summary

The incumbent will work within the VIP & International Operations Branch, APS-310.

Duties

As the Service Center Customer Support Lead within the VIP & International Operations Branch (APS-310), you will operate in a high-visibility, mission-critical environment at the intersection of advanced technical execution and executive diplomacy. This role requires not only mastery of IT principles including hardware, data storage, networking, and software lifecycle management but also the judgment, discretion, and leadership necessary to support senior executives in a high-stakes federal environment where performance directly impacts mission outcomes. Core Responsibilities If selected for this position, your duties will include: Executive Technical Stewardship: Administer, develop, and support complex IT systems, hardware, software, and services for over 200 VIP and international users across 13 global FAA facilities. Ensure all systems and hardware are consistently reliable, secure, and optimized to support executive operations and mission-critical activities. Rapid Response & Executive Support: Provide prioritized, high-urgency technical troubleshooting and concierge-level support for Executive leadership. You are responsible for ensuring Senior Executives maintain uninterrupted access to fully functional and optimized hardware, firmware, and software required to perform time-sensitive, safety-critical work. Politically Sensitive Liaison: Serve as a primary point of contact for FAA leadership, exercising a high degree of discretion, judgment, and political awareness. You will manage sensitive communications and navigate the organizational dynamics of the Washington, DC headquarters to resolve complex issues and support priority initiatives. Technical Innovation Leadership: Lead efforts to identify, evaluate, and implement emerging technologies, including hardware and software solutions, that enhance executive support capabilities. You will collaborate with cross-functional FAA organizations to deliver modern, reliable IT solutions that improve operational effectiveness and responsiveness. Matrixed Team Oversight: Lead and coordinate a specialized technical workforce, including dedicated VIP support technicians and a matrixed staff of Service Desk professionals across multiple geographic locations. You are accountable for ensuring consistent, high-quality service delivery across hardware and software support that meets the rigorous standards of the APS-310 branch.

Requirements

We are not accepting applications from noncitizens.

Qualifications and evaluation

IMPORTANT: Applicants may be rated on the extent and quality of experience, education, and training relevant to the duties of the position(s). All answers provided in the on-line process must be substantiated. Ensure that your application package/resume supports your responses.

How to apply

Applicants may be required to complete one or multiple assessments as part of the evaluation process. This assessment aims to evaluate the competencies and qualifications essential for the position. You must apply online to receive consideration. Your application must be submitted by 11:59 PM Eastern Time on the Close Date for it to be accepted. If you are applying for positions associated with FAA registers, your application must be submitted at the time a referral list is created in order to receive consideration for positions associated with a register. RESUMES ARE LIMITED TO TWO PAGES. IN DESCRIBING YOUR WORK EXPERIENCE AND/OR EDUCATION, PLEASE BE CLEAR AND SPECIFIC AND INCLUDE INFORMATION AS IT RELATES TO THE QUALIFICATIONS AND SPECIALIZED EXPERIENCE REQUIREMENTS OF THIS POSITION. Please ensure EACH work history includes ALL of the following information: Job Title (include series and grade if Federal Job) Relevant work experience: should align to the Job Announcement and address all required qualifications and include job title, employer name, start/end dates, number of hours worked per week. Education, certification or licensure: If required, education should include school/institution name, completion date, degree type and GPA. Determining length of General or Specialized Experience is dependent on the above information and failure to provide ALL of this information may result in a finding of ineligible. You may upload completed documents to your USAJOBS Account. This will provide you the opportunity to utilize the uploaded information again when applying for future vacancies.

Required documents

You will be required to provide proof of U.S. Citizenship. To qualify based on education, you must upload or fax a copy of your high school or college transcripts or certificates at time of application. If selected, official transcripts will be required prior to employment. Only supplemental documentation, e.g. transcripts or veteran's documentation will be accepted in combination with your on-line application. These documents must be uploaded or emailed to monique.heriegel@faa.gov on or before the closing date of this announcement. All submitted documents should reference the announcement number. All Veterans: If you are claiming veterans' preference, you must submit either a DD Form 214 Certificate of Release or Discharge from Active Duty (Member 4 Copy or equivalent), or a document from the armed forces certifying that within 120 days you are expected to be discharged or released from active duty service under honorable conditions. If you are claiming 10 point preference, you must also submit a completed SF-15, Application for 10-Point Veteran's Preference, and supporting documents outlined on the SF-15. Documents must be uploaded or faxed to the Servicing Human Resource Management Office listed in this announcement and all documents must be received by the closing date of the announcement. If you fail to submit documentation, you will be assessed as a non-veteran. If you are claiming 10 point preference but fail to submit the supporting documents outlined on the SF-15, you will be tentatively assessed as a 5 point preference eligible provided your DD Form 214 reflects that you have the service required to qualify for preference. Documents must be uploaded or faxed to the Servicing Human Resource Management Office listed in this announcement and all documents must be received by the closing date of the announcement. If you fail to submit documentation, you will be assessed as a non-veteran. Veterans currently on active duty claiming veterans' preference: You will be granted tentative preference if you submit a document from the armed forces certifying that within 120 days you are expected to be discharged or released from active duty service under honorable conditions and your application shows that you have the required service. Prior to being appointed, you must provide to the Servicing Human Resource Management Office a DD Form 214 documenting discharge/release and showing that the service was honorable or general. If you are on terminal leave, you must provide documentation certifying authorized terminal leave. If you want consideration for one or more of the Special Hiring Authorities, documentation that must be submitted at time of application can be found at Direct Hiring Authorities | Federal Aviation Administration (faa.gov).

Additional information

We may use this vacancy to fill other similar vacant positions. Position may be subject to a background investigation. A one-year probationary period may be required. The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies. www.faa.gov/jobs/workinghere/financial-disclosure-requirements As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA. In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate. Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Leadership and Management Dimensions listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or priority grouping and referred to the selecting official for consideration. Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or may result in you not being considered for the job. Selection may be made from announcement ACT-AIT-26-APS310-99559 or ACT-AIT-26-APS310-99560. Links to Important Information: Locality Pay, COLA