Supervisory IT Specialist (Plcypln)

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: Lead the development, implementation, and continuous improvement of Knowledge-Centered Service (KCS) practices within the Enterprise Service Desk. Create, publish, maintain, and retire knowledge articles to ensure accuracy, completeness, and adherence to organizational standards. Conduct regular audits of the knowledge base to ensure content quality, relevancy, and compliance with established guidelines. Partner with Tier 0/Tier 1/Tier 2 teams to identify knowledge gaps, capture new solutions, and ensure timely publishing of critical operational information. Translate technical information from SMEs into clear, user-friendly knowledge articles for both in