This position is a Supervisory IT Specialist (CUSTSPT), GS- 2210-13 working in Anchorage, AK for the R10-Associate Chief Information Officer.

Duties

Duties of the position include but are not limited to the following: Plans and carries out difficult and complex assignments in the delivery of customer support services, including interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member. Provides advice and guidance on a wide range and variety of complex IT issues, evaluating and recommending new or enhanced approaches to delivering IT services, and analyzing and recommending resolution of complex issues associated with responding to customer requests and requirements. Diagnoses and resolves unique, unusual, difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and providing written analysis and guidance to be used when addressing similar problems in the future. Researches, evaluates, and provides feedback on problematic trends and incident and request trends and patterns in customer support requirements, assessing overall customer support effectiveness. Researches, evaluates, and recommends new tools to enhance delivery of customer requirements. Identifies priorities and barriers to recommendations and presents recommendations, in writing or orally, to a variety of stakeholders. Drafts related policy and procedures associated with new tools and approaches and develops implementing guidance. Develops customer support procedures, standards, and performance metrics for the organizations serviced. Drafts, reviews, and provides comments on procedures, standards and metrics from higher levels within the organization. Researches and provides response to unique customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need. Ensures application and accountability of information security/information assurance policies, principles, and practices in the delivery of customer support services. Provides administrative and technical oversight to subordinate staff and plans work to be accomplished by subordinates. Evaluates work performance of employees; provides advice, counsel, or instruction to employees on work and administrative matters; interviews candidates for positions; hears and resolves complaints from employees; effects disciplinary measures; identifies developmental and training needs of employees, provides and/or arranges for needed development and training; finds ways to improve production and increase the quality of the work directed; and develops performance standards. Cost of Living Allowance: In addition to the yearly salary, this position is entitled to a 2.1%cost-of-living allowance (COLA)as determined by https://www.opm.gov/policy-data-oversight/pay-leave/pay-systems/nonforeign-areas/#url=COLA-Rates .This allowance is subject to annual review, adjustment, and rate decrease. Alaska Return Rights (excluding Anchorage and Fairbanks): If you are a current U. S. Fish and Wildlife Service employee and you are transferring from a Region outside of Alaska, you will be eligible to return to a position in your home Region upon completion of a minimum 3-year tour of duty in Alaska. If you exercise this option, your home Region will place you in a position of equivalent grade in the same general occupational classification series that you occupied in Alaska. For the professional series at the GS-5 level or above.

Requirements

• Must be a U.S. Citizen or National.
• Resume (See "Required Documents"). Failure to provide ALL required information on your resume will result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all information is provided on resume.
• Eligibility and Supporting documents - You will ONLY be considered for the eligibilities that you select "yes" to AND submit the required supporting documentation, as listed in the Required Documents section.
• Merit promotion applicants must meet time-in-grade requirement as defined in 5 CFR 300, Subpart F.
• Suitability for employment, as determined by background investigation.
• Driver's License: Selectees MAY be required to possess and maintain a valid State driver's license at all times during their tenure.
• Supervisory Probationary Period: Selectees who have not previously completed a supervisory probationary period, will be required to serve a one-year supervisory/managerial probationary period for this position.
• Individuals assigned male at birth after 12-31-59 must be registered for the Selective Service. To verify registration visit SSS.gov.

Qualifications

Only experience and education obtained by 09/07/2023 will be considered. In order to qualify for this position you must possess both the Basic Requirement and Minimum Qualification. Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. 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 Minimum Qualifications for the 2210 Occupational Series at the 13-grade level: 1 year of specialized experience, equivalent to at least the GS-12 grade level in the Federal service. Examples of specialized experience may include: Planning and carrying out difficult and complex assignments in the delivery of customer support services; Interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member, providing advice and guidance on a wide range and variety of complex IT issues. 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; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Time In Grade Requirement: Applicants must meet both eligibility and qualification requirements for the position of interest by the closing date of the JOA. Specifically, i. Area of Consideration. ii. Time-in-grade (TIG) requirements as specified in 5 CFR 300, Subpart F. iii. Time after competitive appointment as specified in 5 CFR 330.502. iv. Qualification requirements outlined in OPM's Qualifications Standards for General Schedule Positions or for Federal Wage System (FWS), wage grade positions, applicants are evaluated using the OPM Job Qualification System for Trades and Labor Occupations and the job element examining method Your SF-50 will be used to confirm you meet all requirements

Education

Not Applicable

Contacts

• Address Division of Human Resources 5275 Leesburg Pike Falls Church, VA 22041 US
• Name: Human Resources Staffing Division
• Phone: 000-000-0000
• Email: [email protected]