Probationary Information: As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period OR 2-year trial 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 OR trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Specialized Experience: To qualify for this position at the GS-13 grade level, you must have one year of specialized experience equivalent to the GS-13 grade level obtained in the public or private sector. (Specialized experience is paid or unpaid experience which has equipped you with the specific knowledge, skills, and abilities to successfully perform the duties of the position.) Examples of specialized experience include such duties as: Resolve complex hardware, software, network, mobile device, and enterprise application issues using advanced troubleshooting techniques. Perform root cause analysis to identify underlying issues, implement corrective actions, and prevent recurring incidents. Analyze system logs, diagnostic data, and performance metrics to isolate technical issues and improve system performance and reliability. Apply IT Service Management (ITSM) principles to manage incidents, problems, service requests, and changes while meeting established Service Level Agreements (SLAs). Lead continuous improvement initiatives by identifying trends, improving processes, developing guidance, and enhancing customer support and service delivery Deliver expert technical guidance, mentoring, and training to improve team performance, technical knowledge, and customer support. Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade level (or equivalent).