The position is located in the Information Technology Branch (ITB), Division of Management (DM), National Human Genome Research Institute (NHGRI). As part of ITB's mandate, it provides for a variety of IT support services to all NHGRI staff. The customer base is comprised of highly skilled professionals, specialists in the life and computer sciences, grants management, administration, communication, and other areas devoted to the support of the Institute's scientific portfolio and agenda.

Duties

Diagnosing and resolving problems in response to customer reported incidents, such as those involving integration or configuration issues. Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements. Installing, configuring, troubleshooting, and maintaining customer hardware and software. Developing and coordinating the development of customer support policies, procedures, and standards. Planning work to be accomplished by subordinates. Coaching staff in the selection and application of appropriate problem solving methods and techniques.

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

To Qualify for the position of Supervisory IT Specialist (CUSTSUPT), GS-14 you must have the following 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 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 have one (1) year of qualifying specialized experience equivalent to at least the GS-13 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: performing technical analysis to diagnose and resolve IT configuration or integration issues and identify problematic trends and patterns; developing customer support policies, procedures, and standards for use in providing customer support; leading a team in IT systems development projects from design to support including plan and schedule development, estimating resource requirements, defining milestones and deliverables, and defining postimplementation support requirements; ; evaluating specifications and features of new products, performing product comparisons, feasibility and cost benefit analyses, and performance and compatibility testing; 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. 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/12594070

Education

Contacts

• Address National Institutes of Health 6701 Rockledge Drive Bethesda, MD 20892 US
• Name: Angelica Papich
• Email: [email protected]