Be a part of an exciting and innovative technology team as you assist in championing the Office of Innovation and Information Technology (OIIT) in dynamic, collaborative teams. Your role will be pivotal in shaping the future of End User Support (EUS) operations. You will be a key factor in helping us drive positive change and make waves in how we deliver exceptional support to end users!

Duties

- Oversees and supports the operations of End User Support(EUS) contractors. - Collaborates with the NIH Center for Information Technology (CIT) ServiceNow Team to implement new requirements or updates to existing workflows. - Creates and shares communications that impact both internal and external users. - Act as a Customer Relationship Manager, works closely with the Office of Research Servcies (ORS) and the Office of Research Facilities (ORF), as well as tenant customers. - Supports the Information Management Advisory Group (IMAG) in reviewing new requests. - Provides user-friendly technical support, offering guidance, assistance, and training for hardware and software use. - Identifies and solves problems reported by customers, especially those related to integration or configuration issues. - Ensures strict adherence to information security policies in delivering customer support services. - Handles complex customer support requests involving integration or configuration issues across various platforms, operating systems, applications, and desktop setups. - Conducts research and analysis on new PC/workstation equipment, software, and communications to ensure compatibility with the network. - Evaluates specifications and features of new products; performs comparisons and analyses; and makes recommendations to management for future implementation.

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 qualifications requirements within thirty (30) calendar days of the closing date of this announcement, including time in grade.
• Males born after December 31, 1959 must be registered with the Selective Service.
• 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.
• A one-year probationary period may be required upon selection/placement.

Qualifications

In order to qualify for an Information Technology Specialist (Customer Support), GS-2210 position at the GS-12 level, you must have 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 all of the following four competencies: 1. Attention to Detail - is thorough when performing work and conscientious about attending to detail; and 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; and 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; and 4. Problem Solving - identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND 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: analyzing configurations management processes and procedures and developing and recommending processes, software, and procedures to ensure effective configuration management; assisting in developing customer support policies and procedures for use in providing customer service; performing installation and maintenance on system hardware and software and diagnosing and resolving problems; developing plans and schedules for installation and implementation of new systems; and participating in IT system development projects to meet customer requirements. 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 application questionnaire before you apply: https://apply.usastaffing.gov/ViewQuestionnaire/12216439

Education

This job does not have an education qualification requirement.

Contacts

• Address National Institutes of Health 6701 Rockledge Drive Bethesda, MD 20892 US
• Name: Julie Vazquez
• Phone: 301-435-8721
• Email: [email protected]