This position is located in the Department of Health and Human Services, Departmental Appeals Board, headquartered in Washington, District of Columbia. This announcement has an applicant limit of 50. Once the applicant limit of 50 applications has been met, this announcement will set to close and no longer be available to application.

Duties

WHAT YOU'LL BE DOING DAY TO DAY As an IT Specialist (CUSTSPT), you will use your knowledge of and experience with the Departmental Appeals Board to optimize business results and customer experience by: Developing and implementing performance criteria to ensure that requirements are achieved. Providing in person and remote IT assistance to customers and responding to customer requests within an expedited timeframe, in a professional manner. Representing the customer service discipline on applications development teams to ensure that customer service requirements are addressed during the systems development process from translation of functional requirements through systems testing. Ensuring the development of written customer support policies, standard operating procedures, and standards are updated regularly and adhered to at all times when providing services and support to customers.

Requirements

• U.S. Citizenship required
• Males born after December 31, 1959 must be registered or exempt from Selective Service - http://www.sss.gov
• Suitable for federal employment
• Meet time in grade restrictions by the closing date of the announcement
• Appointment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication. All information concerning qualifications is subject to investigation.
• All qualification requirements must be met by the closing date.
• Current government employees and government contractors will be granted provisional suitability and will onboard in an expedited manner.
• Once on board, continued employment will be based on the applicant's successful completion of a background security investigation and favorable adjudication.

Qualifications

WHAT WE ARE LOOKING FOR Basic Qualifications: Must have IT-related experience demonstrating each of the four competencies: 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: You must have one-year specialized experience to perform successfully the duties of the position. To be creditable, specialized experience must have been equivalent to at least the GS-12 grade level in the Federal service performing at least 3 of 5 of the following: 1) Providing technical IT support to senior-level leadership, to include the ability to communicate in a non-technical manner with end users; 2) Troubleshooting and providing guidance on fixes or critical updates; 3) Identifying and prioritizing remediation efforts for recurring issues; 4) Developing standard operating procedures; and/or 5) Addressing support requests with limited team lead oversight and support. Documenting experience: IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Qualifications are based on breadth/level of experience. In addition to describing duties performed, applicants must provide the exact dates of each period of employment (from MM/YY to MM/YY) and the number of hours worked per week if part time. As qualification determinations cannot be made when resumes do not include the required information, failure to provide this information may result in disqualification. Applicants are encouraged to use the USAJOBS Resume Builder to develop their federal resume. Do not copy and paste the duties, specialized experience, or occupational application questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position. 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. 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. OPM Qualification General Policies Website

Contacts

• Address Departmental Appeals Board 200 Independence Avenue, S.W. Washington, DC 20201 US
• Name: SROC Help Desk
• Email: [email protected]