This position is located in the Office of Environmental Science Cyberinfrastructure (OESC) with the Office of Information Technology (OIT) group and is seeking a highly motivated individual with a strong background in Customer Support to assist with diagnosing and resolving customer service requests with skills in IT support operations, which include initiating and planning all aspects of a project to facilitate timely completion.

Duties

Install, configure, troubleshoot, and maintain customer hardware and software. Develop and manage customer service performance requirements. Execute, address and resolve performance problems. Manage IT technical projects of varying size, focus and complexity. Prepare documentation in support of overall goal of the project. Ensure quality project results and anticipates problems or gaps that would impact project success. Coordinate with and assist the NIH IT Service Desk.

Requirements

• U.S. Citizenship requirement or proof of being a U.S. National must be met by closing date.
• Employment is subject to the successful completion of a background investigation, verification of qualifications, completion of onboarding forms, submission of required documents, and any other job-related requirement before or after appointment.
• Applicants must meet all qualification requirements by the closing date of this announcement.
• Males born after December 31, 1959 must be registered with the Selective Service.

Qualifications

TO QUALIFY AT THE GS-12: Experience must be IT related; the experience may be 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 1 year of specialized experience equivalent to at least the GS-11 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 such as: plan and execute the life cycle replacement process to include capture, process, store, and load existing data to a new device; develop software approval processes including software testing compatibility with current system environments; assist in developing IT customer support policies and procedures (i.e.: help desk support, desktop support, troubleshooting LAN/WAN issues) for technical services for use in training new IT Specialists; diagnose and resolve system issues with enterprise and science-based software such as M365, MacOS, MATLAB, GraphPad, SnapGene residing on PC and Mac compatible hardware. 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. 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. Preview assessment questionnaire before you apply: https://apply.usastaffing.gov/ViewQuestionnaire/12241202

Education

Contacts

• Address National Institutes of Health 6701 Rockledge Drive Bethesda, MD 20892 US
• Name: Tracey Suggs
• Phone: 984-287-3021
• Email: [email protected]