Lead IT Specialist (CustSpt)

Summary The Department of Clinical Research Informatics (DCRI) is actively seeking candidates who are looking to embark on an exciting career opportunity. As a Lead IT Specialist (CustSpt), you will use your skills and insights to lead a dynamic team committed to delivering secure, responsive, high-quality, customer-oriented information technology services that foster excellence in support of innovative Clinical Care and Biomedical Research. Responsibilities Diagnosing and resolving problems in response to customer reported incidents. Researching, evaluating, and providing feedback on problematic trends and patterns in customer support. Developing and maintaining problem tracking and resolution databases. Installing, configuring, troubleshooting, and maintaining customer hardware and software. Developing and managing customer service performance requirements. Developing and coordinating the development of customer support policies, procedures, and standards. Ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Coordinating with and assisting the NIH IT Service Desk. Researching and analyzing new PC/workstation equipment, software, and/or communications to ensure network compatibility and performs planning, design and integration of system views as they relate to compatibility. Developing Service Level Agreements (SLAs) that define requirements and expectations for the delivery of customer support services. Leading the team in identifying, distributing and balancing workload and tasks among employees in accordance with established work flow, skill level, and/or occupational specialization. Requirements Conditions of Employment Qualifications In order to qualify for a Lead IT Specialist (CustSpt), GS-2210-13 position, you must posses: 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 that I 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 You must demonstrate in your resume at least one (1) year of qualifying experience equivalent to at least the GS-13 level in the Federal service obtained in either the private or public sector in the IT field or through performing the following types of tasks: Serving as a lead for staff that provides technical support installing, configuring, troubleshooting, and maintaining customer hardware and software; performing technical analysis necessary to resolve critical emergency hardware or software outages; developing plans and schedules for installation and implementation of new systems; and making recommendations to management for future implementation of IT products and services. 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/12599423 Education Additional Information This position is designated as a Tier I "emergency/teleworker" position and the selected candidate will be considered a Tier I "emergency/teleworker" employee. In the event of a closure, you must be available to telework or request leave. At the supervisor's discretion, this position may offer work schedule flexibilities: Telework (work from home on a regular basis or ad hoc basis but reports to the office at least once a week/two days a pay period). At the supervisor's discretion, this position may offer work schedule flexibilities: Alternative Work Schedules such as compressed schedules, flexible schedules, etc. A newly appointed or reappointed employee may receive service credit for prior work experience or active duty uniformed service that otherwise would not be creditable for the purpose of determining his or her annual leave accrual rate. All creditable service must be directly related to the duties of the position being filled and decisions to allow for such credit must be finalized prior to the selectee's entrance on duty. Recipients will be determined on a case-by-case basis based on organizational need, specific case justification, and budget limitations. A newly appointed or reappointed individual may receive a recruitment incentive. Recipients will be determined on a case-by-case basis based on organizational need, specific case justification, and budget limitations. 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. Veterans' Preference applies only to Schedule A (disability appointment) and Veterans Recruitment Appointments (if applicable). 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.