The Department of Clinical Research Informatics (DCRI) is actively seeking candidates who are looking to embark on an exciting career opportunity. As a Lead IT Specialist (CustSpt), you will use your skills and insights to lead a dynamic team committed to delivering secure, responsive, high-quality, customer-oriented information technology services that foster excellence in support of innovative Clinical Care and Biomedical Research.

Duties

Diagnosing and resolving problems in response to customer reported incidents. Researching, evaluating, and providing feedback on problematic trends and patterns in customer support. Developing and maintaining problem tracking and resolution databases. Installing, configuring, troubleshooting, and maintaining customer hardware and software. Developing and managing customer service performance requirements. Developing and coordinating the development of customer support policies, procedures, and standards. Ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Coordinating with and assisting the NIH IT Service Desk. Researching and analyzing new PC/workstation equipment, software, and/or communications to ensure network compatibility and performs planning, design and integration of system views as they relate to compatibility. Developing Service Level Agreements (SLAs) that define requirements and expectations for the delivery of customer support services. Leading the team in identifying, distributing and balancing workload and tasks among employees in accordance with established work flow, skill level, and/or occupational specialization.

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.
• If selected, you must pass a pre-employment medical examination, provide evidence of immunization, and be free from communicable diseases.
• This position is designated as a Tier I "emergency/teleworker" position.

Qualifications

In order to qualify for a Lead IT Specialist (CustSpt), GS-2210-13 position, you must posses: 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 that I 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 You must demonstrate in your resume at least one (1) year of qualifying experience equivalent to at least the GS-13 level in the Federal service obtained in either the private or public sector in the IT field or through performing the following types of tasks: Serving as a lead for staff that provides technical support installing, configuring, troubleshooting, and maintaining customer hardware and software; 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 to management for future implementation of IT products and services. 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/12599423

Education

This job does not have an education qualification requirement.

Contacts

• Address National Institutes of Health 6701 Rockledge Drive Bethesda, MD 20892 US
• Name: NIH HR Service Desk Branch E
• Email: [email protected]