The NIH is seeking individuals with experience in resolving customer support requests involving integration or configuration issues, coordinating installation, maintenance, troubleshooting, and fine-tuning of the LAN including all hardware, software, telecommunications, and networking components. If you have expertise in these fields, please make sure to highlight and thoroughly describe your experience in your resume.

Duties

If selected for the GS-11 position, your duties will include but are not limited to the following: Perform hardware and/or software installations. Analyze configurations management processes and procedures and develop and recommend processes, software, and procedures to ensure effective configuration management. Resolve customer support requests involving integration or configuration related issues and support systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations. Review malfunctioning PCs, workstations, and/or associated hardware to isolate defective parts or determine whether inappropriate logical configurations are causing malfunctions. Provide support and participate in the development, configuration, installation, and maintenance of a local area network (LAN). Analyze LAN utilization statistics, performance measures, and system profiles to ensure network robustness. Execute procedures for backing up operating systems, applications, and data on the network. Coordinate installation, maintenance, troubleshooting, and fine-tuning of the LAN including all hardware, software, telecommunications, and networking components. If selected for the GS-12 position, your duties will include but are not limited to the following: Resolve difficult customer support requests involving integration or configuration related issues. Support systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations and identify and break down problems using structured problem resolution approaches. Research and analyze new PC/workstation equipment, software, and/or communications to ensure network compatibility. Perform planning, design and integration of system views as they relate to compatibility. Perform configuration, statistical and utilization analyses and studies associated with capacity and performance management and evaluate configurations and operations to determine the causes of problems and recommend management actions to restore quality services. Develop, configure, install, and maintain a local area network (LAN). Analyze missions, plans, organization structure, current and planned infrastructures, and other related factors affecting enterprise network requirements. Analyze LAN utilization statistics, performance measures, and system profiles to ensure network robustness. Execute procedures for backing up operating systems, applications, and data on the network. Coordinate installation, maintenance, troubleshooting, and fine-tuning of the LAN including all hardware, software, telecommunications, and networking components. If selected for the GS-13 position, your duties will include but are not limited to the following: Manage special projects that have a significant impact on the delivery of customer support services. Lead quick response teams in responding to problems resulting from catastrophic events, such as virus infections or power outages. Resolve hardware/software interface and interoperability problems. Analyze, design, develop, customize, and implement a wide range of complex hardware and software to support large-scale LAN/WAN systems including protocols, management systems, communications controllers, bridges, routers, and other network devices that support extensive operations. Analyze, plan, and coordinate major hardware acquisitions to meet current and future business requirements. Develop service level agreements (SLAs) that define requirements and expectations for the delivery of customer support services. Develop and implement performance criteria to ensure that requirements are achieved. Represent 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. Represent the organization in meetings and discussions with vendors and/or intra-agency advisory committees to resolve problems. Work with other agency experts in the design and installation of hardware and software for new network or for major modifications to existing network(s).

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 the pre-appointment process (i.e., background investigation, verification of qualifications and job requirements, completion of onboarding forms, submission of required documents, etc.)
• Males born after December 31, 1959 must be registered with the Selective Service.
• Applicants must meet all qualifications requirements within thirty (30) calendar days of the closing date of this announcement, including time in grade.

Qualifications

BASIC QUALIFICATIONS:In order to qualify for an Information Technology Specialist, GS-2210, 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; and2. 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; and3. 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; and4. Problem Solving - identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. ADDITIONAL QUALIFICATIONS: In order to qualify for an Information Technology Specialist, GS-2210 position at the GS-11 level, you must have: A. completed a Ph.D. or equivalent doctoral degree, in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management OR a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks, or 3 full years of progressively higher level graduate education in one of the areas described above leading to such a degree; OR at least 1 year of specialized experience equivalent to at least the GS-09 level in the federal service obtained in either the private or public sector typically gained in the IT field or through performing the following types of tasks: scheduling and coordinating the acquisition, upgrade, and maintenance of customer workstations; providing support and assists in the development, configuration, installation, and maintenance of a local area network (LAN); receiving, responding to, and ensuring the complete resolution of customer requests for assistance, such as help desk calls; and assisting in executing procedures for backing up operating systems, applications, and data on the network. In order to qualify for an Information Technology Specialist, GS-2210 position at the GS-12 level, you must have: at least 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 the following types of tasks: analyzing configuration management processes and procedures and developing and recommending processes, software, and procedures to ensure effective configuration management; resolving customer support requests involving integration or configuration related issues and support systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations; performing network configuration management functions and maintaining daily LAN operations; coordinating installation, maintenance, troubleshooting, and fine-tuning of the LAN including all hardware, software, telecommunications, and networking components. In order to qualify for an Information Technology Specialist, GS-2210 position at the GS-13 level, you must have: at least 1 year of specialized experience equivalent to at least the GS-12 level in the Federal service obtained in either the private or public sector typically gained in the IT field or through performing the following types of tasks: evaluating specifications and features of new products, performing product comparisons, feasibility and cost benefit analyses, and performance and compatibility testing; designing and installing hardware and software to support large-scale LAN/WAN systems; performing configuration, statistical and utilization analyses and studies associated with capacity and performance management and evaluating configurations and operations to determine the causes of problems and recommending management actions to restore quality services; and developing plans and performance criteria for the installation and implementation of new IT systems. 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. 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. To determine your qualifications and referral status, we may review your resume and supporting documentation and compare it against your responses to the vacancy questionnaire. Ensure you support your self-ratings with the information you provide in your application. We may verify or assess your qualifications at any time. Inflated or unsupported qualifications may affect your rating. Any misrepresentation or material omission of facts may be sufficient cause to end further consideration of your candidacy. Persons listed as knowing your past accomplishments or experience in your application may be contacted for verification purposes at any time. Verification may, but need not, begin before receiving an offer. Preview assessment questionnaire before you apply: https://apply.usastaffing.gov/ViewQuestionnaire/12470763

Education

If you qualify based on education in lieu of specialized experience, you are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed and grades. Unofficial transcripts will be accepted in the application packages. Official transcripts will be required from all selectees prior to receiving an official offer. Click here for information on Foreign Education.

Contacts

• Address National Institutes of Health 6701 Rockledge Drive Bethesda, MD 20892 US
• Name: Krystal Johnson
• Phone: 240-439-8473
• Email: [email protected]