This position will serve as an Information Technology Specialist (Customer Support) in the IT Support and Services Branch (ITSSB), Center for Biomedical Informatics and Information Technology (CBIIT), National Cancer Institute (NCI), National Institutes of Health (NIH), U.S. Department of Health and Human Services (DHHS).

Duties

Diagnosing and resolving problems in response to customer reported incidents. Installing, configuring, troubleshooting, and maintaining customer hardware and software. Developing and managing customer service performance requirements. Ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Developing and coordinating the development of customer support policies, procedures, and standards. Researching, evaluating, and providing 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.
• The National Institutes of Health participates in the USCIS Electronic Employment Eligibility Verification Program (E-Verify). E-Verify helps employers determine employment eligibility of new hires and the validity of their Social Security numbers.
• The NIH maintains a tobacco free work environment and campus.
• Must be able to perform the essential duties of the position, with or without reasonable accommodation.
• A one-year probationary period may be required upon selection/placement.

Qualifications

TO QUALIFY AT THE GS-13: Experience must be IT related; the experience may be 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; and 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; and listens to others, attends to nonverbal cues, and responds appropriately; 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; and 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, performing the following types of tasks: 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. 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. 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. 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. Preview application questionnaire before you apply: https://apply.usastaffing.gov/ViewQuestionnaire/12615366

Education

This job does not have an education qualification requirement.

Contacts

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