This position is located in the Department of Health and Human Services, Office of the Secretary of Health and Human Services, Office of the Chief Information Officer, located in Rockville, Maryland and Washington, District of Columbia. **This announcement will be open for 5 business days OR until the first 150 applications have been received, whichever happens first.**

Duties

Desirable experience/identification of candidate: Strong background in IT customer support, consulting services and project management. It is preferred that the incumbent has relevant experience in cloud technology and artificial intelligence. As a Supervisory Information Technology Specialist (CustSpt), you will use your knowledge of and experience with the Office of the Chief Information Officer to optimize business results and customer experience by: Coordinating all managerial functions of a centralized help desk. Providing leadership and managerial direction to subordinate staff responsible for the delivery of IT customer support services. Providing expert planning for the installation and implementation of new systems, upgrading IT operations, and defining of post- implementation support requirements. Leading, planning, designing, developing, and facilitating projects and assignments in a variety of areas that have a significant impact on the delivery of IT customer support.

Requirements

• U.S. Citizenship required
• Registered or exempt from Selective Service (www.sss.gov)
• If not previously completed, a background security investigation will be required for all appointees. Appointment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication.
• Must meet time in grade requirements.
• One year probationary period may be required
• If you are selected for this position, the documentation that you present for purposes of completing the Department of Homeland Security (DHS) Form I-9 will be verified through the DHS "E-Verify" System.
• All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice.
• Financial disclosure statement will be required.
• Bargaining Unit Position: No
• Drug Screening Required: No
• Research Position: No

Qualifications

Applicants must demonstrate that they meet both the Basic Competency Requirements (A) AND Specialized Experience requirements (B) as noted below. A. Basic Competency Requirements: You must possess IT-related experience demonstrating each of the four competencies as defined: 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. B. Specialized Experience: GS-14: You must possess at least one year of specialized experience equivalent in difficulty and responsibility to the GS-13 level in the Federal service (obtained in either the public or private sectors) performing (4) of the (5) duties listed below: (1) Providing leadership, management, or direction to Information Technology (IT) customer support staff. (2) Overseeing, managing, or supporting a 24/7 centralized helpdesk and/or executive desk side support services that receive inquiries and service requests concerning general IT system issues. (3) Managing or monitoring customer service performance or internal controls for an IT customer support programs using monitoring tools. (4) Planning, coordinating, or directing IT customer support activities, such as implementation, utilization, support and installation of new equipment and systems (hardware and software) and telecommunications. (5) Interacting with enterprise-wide IT customer support internal and external stakeholders. 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 assessment 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. Time-in-Grade Requirement: Under competitive merit promotion procedures, any individual who is currently holding, or who has held within the previous 52 weeks, a General Schedule position under non-temporary appointment in the competitive or excepted service, must meet "time-in-grade" requirements (have served 52 weeks at the next lower grade of the grade for which you are applying). You must include an SF-50 (you may need to submit more than one) that supports meeting this requirement with your application package. OPM Qualification General Policies Website www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-policies/#url=app All qualification requirements must be met by the closing date of the announcement.

Education

This job does not have an education qualification requirement.

Contacts

• Address Office of the Chief Information Officer 200 Independence Avenue, S.W. Washington, DC 20201 US
• Name: Mid-Atlantic Services Branch
• Email: [email protected]