Supervisory Information Technology Specialist (Customer Support)

Duties
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• Designate objectives, priority requirements, special projects, interpretations and specifications of complex clinical information systems, and special instructions as necessary.
• Monitor the management of the central computer room with applicable security and safety regulations.
• Review existing processes for compliance, and implements refinements to internal procedures to enhance data retrieval or to obtain more economical production.
• Formulate policies and practices related to the use of the network to support external computer data transfer, terminal access, network activities, and use of the network capability.
• Establish performance requirements for subordinates, and prepare evaluations as necessary. Reviews completed work for adequacy, timeliness, compliance with established standards, and technical competency of work products.

Requirements
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Conditions of employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Must complete Information Assurance Technical (IAT) Level II Certification within 6 months of employment.
• Selectees will be required to sign a statement (Condition of Employment) consenting to seasonal influenza vaccinations or must provide a recognized exemption
• Must possess and maintain a valid stateside driver's license.
• This is a Mission Essential position and may require the incumbent to work call back, emergency duty, and/or irregular hours to include evenings, weekends, holidays, and/or varying work schedules.
• One-year supervisory probationary period required. A one-year probationary period is required if the selectee has not previously met this requirement.
• This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Tier 3 security investigation or access for the duration of employment. A background investigation and credit check are required.

Qualifications

Who May Apply: US Citizens

In order to qualify, you must meet the experience requirements described below. 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; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document .

Basic Requirement for: Supervisory Information Technology Specialist (Customer Support)

Specialized and Other Experience: One year of specialized experience which includes assisting with the development of Information Technology (IT)-related policies and procedures; analyzing data to identify trends in Information Technology (IT); and providing technical customer support with Information Technology (IT) issues, such as computer hardware, software, and/or systems. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service GS-11.

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:

(1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others.

(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. Examples of IT-related experience demonstrating this competency include: resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation.

(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. Examples of IT-related experience demonstrating this competency include: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information.

(4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate.

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted.

Education

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/ .

Additional information

• Male applicants born after December 31, 1959 must complete a Pre-Employment Certification Statement for Selective Service Registration.
• You will be required to provide proof of U.S. Citizenship.
• One year trial/probationary period may be required.
• One-year supervisory probationary period may be required
• Direct Deposit of Pay is required.
• Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
• Recruitment or relocation incentives MAY be authorized for highly qualified candidates.
• Multiple positions may be filled from this announcement.
• Salary includes applicable locality pay or Local Market Supplement.
• If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.
• Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.
• Statutory return rights for current DoD employees are applicable in many circumstances.
• Applicants selected from the contiguous United States (contiguous United States consists of the 48 adjoining U.S. states plus Washington, D.C., on the continent of North America) will be afforded pay retention in circumstances in which the basic rate of pay would otherwise be reduced if selected for the position.
• Position is designated as Mission Essential. The incumbent will be required to report to work during times of contingency operations, natural disasters, extreme weather or other emergency situations