This position is located in the Government Accountability Office. As a Supervisory IT Specialist (CUSTSPPRT) you will be responsible for As a Supervisory IT Specialist (CUSTSPPRT) you will be responsible for overseeing the planning and delivery of customer service and support operations for GAO end-users.

Duties

As a Supervisory IT Specialist (CUSTSPPRT), MS-2210-2 your typical work assignments may include the following: Supervises federal staff and oversees contract personnel responsible for facilitating customer support, training, and end-user support of agency-wide IT Technologies at all GAO HQ and Field offices Develops communication strategies; identifies key issues and challenges; and training requirements necessary to implement training programs to educate agency-wide personnel on the use of new technologies. Establishes effective working relationships and partnerships, and the ability to meet and deal with a wide range of technical and non-technical staff throughout GAO and professional organizations. Oversees the planning and delivery of customer service and support operations which is made up of Hardware, Floor Support, Training, and Staff Development personnel that are responsible for ensuring that ISTS products, services, and technologies are meeting the expectations of GAO end-users, in any location.

Requirements

Qualifications

You may qualify at the BAND MS-II level, if you fulfill the following qualification requirement: Competencies: For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. Specialized Experience: The MS-II position require one year (52 weeks) of specialized experience at the next lower band/grade MS-I/GS-14 level (or equivalent) in the Federal Service, or comparable private/public sector. Specialized experience is experience that has equipped the applicant with the competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience must be IT related and is typically gained in the IT field or through the performance of work where the primary concern is IT. One year (52 Weeks) of specialized experience equivalent to the PT-3, PE-2, CS-3/MS-I, GS-14 grade level in the Federal service that demonstrates your ability to Leading efforts to enhance customer experience for IT services, including those provided through an IT Service Desk, Deskside Support, Training, Education, Product Documentation, and specialized support for users with disabilities. Determining effective strategies that proactively identify and mitigate persistent technical end-user issues; and developing communication and implementation strategies that ultimately resolves a problem. Supporting customer outreach projects with business units including defining customer requirements and improving service levels and customer feedback mechanisms. You must have one year of specialized experience equivalent to the MS-I/GS-14 grade level in the Federal service that demonstrates your ability to. 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; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Contacts

• Address Government Accountability Office Human Capital Office 441 G Street NW Washington, DC 20548 US
• Name: Stephanie Banks
• Email: [email protected]