Supervisory IT Specialist (CUSTSPT)

Summary The position is located in the Information Technology Branch (ITB), Division of Management (DM), National Human Genome Research Institute (NHGRI). As part of ITB's mandate, it provides for a variety of IT support services to all NHGRI staff. The customer base is comprised of highly skilled professionals, specialists in the life and computer sciences, grants management, administration, communication, and other areas devoted to the support of the Institute's scientific portfolio and agenda. Responsibilities Diagnosing and resolving problems in response to customer reported incidents, such as those involving integration or configuration issues. Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements. Installing, configuring, troubleshooting, and maintaining customer hardware and software. Developing and coordinating the development of customer support policies, procedures, and standards. Planning work to be accomplished by subordinates. Coaching staff in the selection and application of appropriate problem solving methods and techniques. Requirements Conditions of Employment Qualifications To Qualify for the position of Supervisory IT Specialist (CUSTSUPT), GS-14 you must have the following IT related experience demonstrated by paid or unpaid experience obtained in either the private or public sector, and/or completion of specific, intensive training that demonstrates you possess each of the following four competencies: 1. Attention to Detail - is thorough when performing work and conscientious about attending to detail; 2. 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; 3. 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; 4. Problem Solving - identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations, AND have one (1) year of qualifying specialized experience equivalent to at least the GS-13 level in the Federal service, obtained in either the private or public sector typically gained in the IT field or through performing IT related tasks: performing technical analysis to diagnose and resolve IT configuration or integration issues and identify problematic trends and patterns; developing customer support policies, procedures, and standards for use in providing customer support; leading a team in IT systems development projects from design to support including plan and schedule development, estimating resource requirements, defining milestones and deliverables, and defining postimplementation support requirements; ; evaluating specifications and features of new products, performing product comparisons, feasibility and cost benefit analyses, and performance and compatibility testing; and making recommendations for future implementation of IT products and services to management. Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position. You will receive credit for all experience material to the position, including experience gained in religious, civic, welfare, service, and organizational activities, regardless of whether you received pay. To determine your qualifications and referral status, we may review your resume and supporting documentation and compare it against your responses to the vacancy questionnaire. Ensure you support your self-ratings with the information you provide in your application. We may verify or assess your qualifications at any time. Inflated or unsupported qualifications may affect your rating. Any misrepresentation or material omission of facts may be sufficient cause to end further consideration of your candidacy. Persons listed as knowing your past accomplishments or experience in your application may be contacted for verification purposes at any time. Verification may, but need not, begin before receiving an offer. Preview assessment questionnaire before you apply: https://apply.usastaffing.gov/ViewQuestionnaire/12594070 Education Additional Information This position is designated as a "non-emergency/teleworker" position and the selected candidate will be considered a "non-emergency/teleworker" employee. In the event of a closure, you must be available to telework or request leave. A one-year probationary period may be required upon selection/placement. PHS Commissioned Officers interested in performing the duties of this position within the Commissioned Corps should apply online to this announcement to receive consideration. If selected, you will be required to complete a Confidential Financial Disclosure Report, OGE Form 450 to determine if a conflict or an appearance of a conflict exists between your financial interest and your prospective position with the agency. This information is required annually. For information, visit the NIH Ethics website: https://ethics.od.nih.gov/topics/fd.htm. At the supervisor's discretion, this position may offer work schedule flexibilities: telework We may make additional selections for similar positions across the National Institutes of Health within the local commuting area(s) identified in this vacancy announcement. By applying, you agree to have your application shared with any interested selecting official(s) at NIH. Clearance of CTAP will be applied for similar positions across NIH. The National Institutes of Health participates in the USCIS Electronic Employment Eligibility Verification Program (E-Verify). E-Verify helps employers determine employment eligibility of new hires and the validity of their Social Security numbers. The NIH maintains a tobacco free work environment and campus. Must be able to perform the essential duties of the position, with or without reasonable accommodation. Visit our Applicant FAQs page for helpful information on the application process. Visit our Total Compensation page and this sample for a detailed look into the benefits, awards, leave, retirement, and other incentives employees may receive as part of a rewarding work environment.