This position is located in Health Resources and Services Administration, Office of Information Technology, Division of End User Support, Customer Services Branch. The duty location is Rockville, MD. **Applicants please note: Additional selections may be made across the Department of Health and Human Services through this vacancy announcement.**

Duties

This position is a mission critical occupation and is responsible for the analysis of system and/or security requirements, the development and implementation of mission critical applications for the agency's Information Technology operations. As a Supervisory IT Specialist (CUSTSPT) - Branch Chief you will be responsible for leading and managing a team of IT professionals who provide support and services to end users within HRSA. Your major duties and responsibilities will include: Providing leadership and direction for the CSB staff in the planning, execution, problem solving, delivery of outcomes, and integration/coordination with other offices' activities. Developing and implements policies, procedures, and systems to streamline support operations and improve customer satisfaction. Leads the customer support staff, ensuring that high-quality customer service is delivered to all customers. Overseeing and ensuring efficient and effective delivery of IT support, desktop management, IT software training, Active Directory management, and tracking and management of IT assets. Monitoring customer service metrics, identifies areas for improvement, and implements changes to meet customer needs and agency goals. Managing projects to ensure the timely planning and completion of projects within allocated budget and requirements. NOTE: Do not cut 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.

Requirements

• U. S. Citizenship is required.
• All qualifications and time-in-grade requirements must be met by the closing date of the announcement. Federal applicants must submit an SF-50 to show status and time-in-grade.
• Males ages 18 through 25 must be registered with the Selective Service.
• PHS Commissioned Corps applicants must submit current personnel orders.
• A one year supervisory probationary period may be required.
• Employment is subject to the successful completion of the pre-appointment process (i.e., background investigation, verification of qualifications and job requirements, completion of onboarding forms, submission of required documents, etc.)

Qualifications

THESE QUALIFICATION REQUIREMENTS MUST BE MET BY THE CLOSING DATE: 03/08/2024 Do not cut 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. To qualify for this position, you must possess IT related experience and/or training that demonstrates that you 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 In addition to the four competencies stated above, in order to qualify for this position at the GS-14 level, your resume must clearly demonstrate that you have one full year of the minimum qualifying specialized experience comparable in difficulty and responsibility to at least the GS-13 level in the federal service. MINIMUM QUALIFYING SPECIALIZED EXPERIENCE is experience that has equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position and is typically in or related to the work of the position to be filled. To be creditable, an applicant's one full year of specialized experience must demonstrate the knowledge, skills, and abilities necessary for successful job performance. GS-14: Your resume must clearly demonstrate that you have one full year of the minimum qualifying specialized experience comparable in difficulty and responsibility to at least the GS-13 level in the federal service. Examples of minimum qualifying specialized experience equal to the GS-13 level include performing the following types of tasks on a regular and recurring basis: Leading IT staff providing technical information and services to customers advising them on requirements or to alleviate issues that have developed. OR Conducting performance needs analyses to identify risks and define opportunities for improved business processes, solutions, and services based on customer needs using a software such a ServiceNow or Remedy. Applicants whose resumes clearly demonstrate the required minimum qualifying specialized experience will be evaluated based on the occupational assessment competencies listed below. A competency is defined as a measurable pattern of knowledge, skills, abilities, behaviors, and other characteristics that an individual needs to perform work roles or occupational functions. LEADERSHIP - Inspires, motivates & guides others toward goal accomplishment; coaches & mentors subordinates; adapts leadership styles to a variety of situations; models high standards of honesty, integrity, trust, openness, & respect for individuals by applying these values to daily behaviors. IT CUSTOMER SUPPORT - Knowledge of principles, procedures and tools to plan and delivery customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training in response to customer IT requirements. PROJECT MANAGEMENT - Knowledge of the principles, methods, or tools for developing scheduling, coordinating, and managing projects and resources, including monitoring and inspecting costs, work, and contractor performance. TO PREVIEW THE OCCUPATIONAL ASSESSMENT QUESTIONNAIRE, please click on the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12331143 Please Note: An SF50 for the current year pay adjustment is NOT acceptable for verifying TIG (ex. 2024 general increases cannot be used to verify TIG). To allow us to verify that you meet TIG requirements, please provide any of the following SF-50s: Competitive or Career-ladder promotion to your highest grade (this does not include 120 day temporary promotions) Regular Within Range Increase (WRI) or With In Grade (WGI) increase at your highest grade (this does not include quality step increases (QSIs). Competitive career/career-conditional appointment to your highest grade. SF-50 at your highest grade held, that is at least one year older than the announcement closing date of 03/08/2024. Not sure which SF-50 to submit? Check out our video... Go here to watch the video on the SF50s to submit in your application package.

Education

This job does not have an education qualification requirement.

Contacts

• Address Health Resources and Services Administration 5600 Fishers Lane Rockville, MD 20857 US
• Name: AskHR HRSA Helpdesk
• Phone: (301) 443-3780
• Email: [email protected]