This position is located in the ABMC, Headquarters, Office of the Chief Information Officer. The incumbent will serve as a Senior IT Specialist. This position reports to and represents the Chief Information Officer or his/her designee and serves as a customer support specialist and systems administrator supporting ABMC staff at Arlington and offices around the world.

Duties

1. Supports end-user application usage and issues within the suite of software-as-a-service (e.g., Office 365, Microsoft Dynamics 365, etc.), infrastructure-as-a-service (Azure and Amazon Web Services), platform-as-a-service (Azure and Amazon Web Services), networking-as-a-service, and security access service edge applications and tools. 2. Diagnoses and resolves problems in response to customer reported incidents, such as those involving integration or configuration issues. 3. Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements. 4. Develops and maintains problem tracking and resolution databases. 5. Installs, deploys, configures, troubleshoots, and maintains customer hardware and software. 6. Develops and manages customer service performance requirements. 7. Develops and coordinates the development of customer support policies, procedures, and standards. 8. Leads customer training. 9. Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Requirements

• U.S. Citizenship.
• Suitable for Federal employment as determined by appropriate background investigation.
• Males born after 12-31-1959 must be registered with Selective Service.
• May be required to successfully complete a probationary/trial period.
• Direct Deposit of pay is required.
• E-Verify will be used to confirm employment eligibility on new employees. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov
• All qualification requirements must be met by the date the announcement closes.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time in grade restrictions, specialized experience and/ or education, as defined below: Time in grade: Current federal employees applying for a promotion opportunity must meet time-in grade (TIG) requirement of 52 weeks of service at the next lower grade level (GS-12) in the normal line of progression for the position being filled. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND SPECIALIZED EXPERIENCE: Applicants must possess one (1) year of specialized experience equivalent to at least the next lower grade level (GS-12); or its non-Federal equivalent that demonstrates evaluative: Ability to provide Tier Level 3 IT support by configuring (including single-sign-on) (SSO) in Microsoft Office applications (e.g., Microsoft Teams, OneDrive, Outlook, etc.) and Adobe Creative Cloud and other cloud applications and services (e.g., Exchange Online, SharePoint Online, Secure Access Service Edge, etc.); use and configure Microsoft Intune to manage computers and mobile devices in an enterprise/corporate environment (e.g., deploy new applications and remove installed applications, deploy new versions of applications, etc.); use and configure Microsoft Autopilot with Microsoft Intune to configure new computers and mobile devices in an enterprise/corporate environment; use an IT asset inventory management system/software to manage and track all IT assets (e.g., hardware and software assets and licenses); manage Azure infrastructure such as Active Directory, virtual machines, network and storage, and group policies. NOTE: If your resume includes any period of Federal employment, you must include the grade level of the position(s) or your application may be deemed incomplete. Experience refers to paid and unpaid experience, including volunteer work done through national Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to gain employment. You will receive credit for all qualifying experience, including volunteer experience. If such experience is on a part-time basis, you must provide the average number of hours worked per week as well as the beginning and ending dates of the experience so it can be fully credited. Your resume must explicitly outline your qualifications. We will not make assumptions about your experience. Documenting experience: In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the "percentage of times" the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above.

Education

Education substitution is not allowed for this series/grade level.

Contacts

• Address
• Name: Personnel Office
• Email: [email protected]