Are you interested in emerging technology and how to help your customers integrate it into their daily operations? Do you enjoy solving technology problems with innovative approaches? We are searching for an individual with top-tier customer service skills who can multitask and be successful in a fast-paced environment. This position is within the National Institute of Dental and Craniofacial Research (NIDCR) Office of Information Technology (OIT).

Duties

Provide technical support to customers who need advice, assistance, and training in applying hardware and software systems. Manage special projects that have a significant impact on the delivery of customer support services; e.g., infrastructure or work force relocation. Lead IT systems development projects from design to support, including developing plans and schedules, estimating resource requirements, defining milestones and deliverables, monitoring activities, evaluating and reporting on accomplishments, and defining post-implementation support requirements. Resolve the most difficult customer support requests involving integration or configuration related issues and supports systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations. Responsible for research and analysis on new PC/workstation equipment, software, and/or communications to ensure network compatibility and perform planning, design and integration of system views as they relate to compatibility. Evaluate specifications and features of new products, performing product comparisons, feasibility and cost benefit analyses, and performance and compatibility testing, and make recommendations for future implementation to management. Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements.

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.
• A one-year probationary period may be required upon selection/placement
• If selected, you will be required to complete a Confidential Financial Disclosure Report, OGR Form 450 annually.

Qualifications

In order to qualify for an Information Technology Specialist (Customer Support), GS-2210 position at the GS-13 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 One 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 IT related tasks such as: diagnosing and resolving IT integration and configuration issues; developing customer support policies and procedures for use in providing customer support; performing technical analysis necessary to resolve critical emergency hardware or software outages; developing plans and schedules for installation and implementation of new systems; and making recommendations for future implementation of IT products and services to management. 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. 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/12476145

Education

This job does not have an education qualification requirement.

Contacts

• Address National Institutes of Health 6701 Rockledge Drive Bethesda, MD 20892 US
• Name: Jasmine Buie
• Phone: 3014808751
• Email: [email protected]