Information Technology Specialist (CUSTSPT)

Summary

This position provides Information Technology support to Innovation and Information Technology (OIIT), Office of Research Services, National Institutes of Health (NIH), Department of Health and Human Services (DHHS). The Office of Innovation and Information Technology (OIIT) leads the management and development of information technology at the NIH by providing secure, well-managed operations and solutions for the 30 Divisions and 2500+ users of the ORS and ORF communities.

This job is open to

Clarification from the agency

You must be a current or former federal employee eligible to apply under merit promotion procedures or otherwise be eligible as a status applicant (e.g., Veterans Employment Opportunity Act) OR be an individual who is eligible through an OPM interchange agreement or for a non-competitive appointment.

Duties

If selected for this position as an Information Technology Specialist (CUSTSPT), GS-2210-13 your duties may include, but are not limited to the following:

Diagnoses and resolves problems in response to customer reported incidents, such as those involving integration or configuration issues.

Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements.

Develops and maintains problem tracking and resolution databases.

Installs, configures, troubleshoots, and maintains customer hardware and software.

Develops and coordinates the development of customer support policies, procedures, and standards.

Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Requirements

Conditions of Employment

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

In order to qualify for an IT Specialist (CUSTSPT), GS-2210-13, you must have:

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; 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

One (1) year of specialized experience equivalent to at least the GS-12 level in the Federal service obtained in either the private or public sector, typically gained in the IT field or performing the following types of IT related tasks: (1) managing IT customer support programs and end user support services; (2) identifying customer IT requirements; managing IT customer support projects; and (3) providing assistance, guidance, and training to customers on IT programs, services, or new IT products.

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.

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 application questionnaire before you apply:

Additional information

A one-year probationary period may be required upon selection/placement.

At the supervisor's discretion, this position may offer : [telework (work from home on a regular basis or ad hoc basis but reports to the office at least once a week/two days a pay period), compressed schedules, flexible schedules].

If selected, you will be required to complete a Confidential Financial Disclosure Report, OGE Form 450 to determine if a conflict or an appearance of a conflict exists between your financial interest and your prospective position with the agency. This information is required annually. For information, visit the NIH Ethics website: .

This position is designated as a "" position and the selected candidate will be considered a "" employee. In the event of a closure, you must be available to telework or request leave.

Visit our for helpful information on the application process.

Visit our page and this for a detailed look into the benefits, awards, leave, retirement, and other incentives employees may receive as part of a rewarding work environment.

If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: .

We may make additional selections for similar positions within the commuting area(s) of the locations listed through this vacancy announcement. By applying, you agree to have your application shared with any interested selecting official(s). Clearance of CTAP/ICTAP will be applied for similar positions.

If selected, you may be eligible to receive a salary above the minimum based on superior qualifications and/or a special need of the Government for your services. This applies to employees paid under the General Schedule (GS) and Federal Wage System (FWS) pay systems and is at the discretion of the hiring manager. A salary above the minimum must be approved before the appointment.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

1. Skill in managing IT customer support services for an organization.

2. Skill in identifying and resolving problems and issues for IT customer support services.

3. Ability to identify customer requirements for IT services, hardware, software, and equipment to meet customer and business requirements.

4. Skill in collaborating with other staff and customers on IT services and systems.

Accountability

Attention to Detail

Customer Service

Decision Making

Flexibility

Influencing/Negotiating

Integrity/Honesty

Interpersonal Skills

Learning

Reading Comprehension

Reasoning

Self-Management

Stress Tolerance

Teamwork

The USA Hire Assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.

Additional selections may be made for similar positions across the Department of Health and Human Services (HHS) within the local commuting area(s) of the location identified in this announcement. By applying, you agree to have your application shared with interested selecting official(s) at HHS. Clearance of CTAP/ICTAP will be applied for similar positions across HHS.

To be considered well qualified for the purposes of the and the, you must be able to satisfactorily perform the duties of the position upon entry and substantively exceed the basic qualifications by scoring at least an 85 on the assessment and meet all eligibility, physical, medical, suitability, and all other requirements.

Required Documents

Required for All Applicants

RESUME:

Your resume must thoroughly describe how your skills and experiences align to the criteria defined in the "Qualifications" section of this announcement and it must support your responses to the assessment questionnaire. We cannot assume you have performed the necessary experience required for this position regardless of your employment history or academic career.

To ensure all of the essential information is in your resume, we encourage you to use the . If you choose to use your own resume, you must ensure it contains all of the required information and you organize it so we can associate the following information for each experience/position:

Job title

Name of employer

Beginning and ending dates of employment (month/day/year format)

Hours worked per week. We will assume full-time unless otherwise stated. We will prorate part-time employment in crediting experience.

Detailed description of job duties, accomplishments, related skills, and responsibilities to include any supervisory/managerial responsibilities and number of staff supervised (if applicable)

Series and grade or equivalent (if a federal position).

Performance ratings and any monetary or non-monetary awards (optional). Do not include a photograph or video of yourself, or any sensitive information (age, date of birth, marital status, protected health information, religious affiliation, social security number, etc.) on your resume or cover letter. We will not access web pages linked on your resume or cover letter to determine your qualifications.

For resume writing guidance, please visit the following resources:,, and the .

ASSESSMENT QUESTIONNAIRE:

You must submit a completed assessment questionnaire.

ELIGIBILITY DOCUMENTATION:

You must submit the following documentation, if applicable to you AND respond accordingly to the associated question on the online questionnaire. If you do not provide the required information, we will assume you are not eligible or you do not wish to be considered for any preference or eligibility.

SF-50 - A copy of your most recent competitive career or career conditional SF-50 that shows the effective date of your latest position and the full performance level. You may obtain a copy of your SF-50 from your .

Visit our site on the for more information on eligibility and required documentation. Do not submit documentation that is not requested of you. To protect your personal information, we will only send your resume and cover letter to the selecting official(s).

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.