SUPERVISORY IT SPECIALIST (CUSTSPT) (TITLE 5)

Duties

• Operates with customer's best interests in mind.
• Provides customer training on IT systems and processes as required.
• Performs other duties as assigned.
• Establishes performance standards and evaluates employee performance.
• Reviews and recommends approval of, candidates for promotions and recognition.
• Gives advice, counsels, or instructs individual employees, on both work and administrative matters.
• Develops and evaluates performance standards.
• Reviews and makes decisions on serious disciplinary actions involving employees and makes decisions on work problems presented by subordinates.
• Determines and approves training needs and establishes formal training plans.
• Demonstrates a broad working knowledge of the organization's products, services and operations, such as processes and procedures required to support the operations of the Service Desk.
• Maintains knowledge of expertise area through research, education, training, and on the job experiences.
• Develops and manages customer service performance requirements.
• Researches, evaluates and provides feedback on problematic trends and patterns on customer support requirements.
• Develops and maintains problem tracking and resolution databases.
• Provides computer resource acquisition management support and oversight of information technology assets.
• Contributes to developing customer support policies, procedures and standards.

Requirements

Conditions of employment

• Acceptance of an Excepted Service position constitutes concurrence with these requirements as a condition of employment.
• United States Citizenship is required.
• Males born after 31 December 1959 must be registered for Selective Service.
• Participation in direct deposit is mandatory.
• Failure to complete management prescribed courses for full-time support personnel within the first year of employment or assignment, may be cause for reassignment or termination.
• Federal employment suitability as determined by a background investigation.
• Position is subject to the provisions of the DoD Priority Placement Program.
• May be required to successfully complete a trial period.
• Must obtain and maintain a minimum of SECRET clearance. TOP SECRET (TS) security clearance with eligibility for access to Sensitive Compartmented Information (SCI) may be required based on the highest classification level utilized in the state.
• This position is covered by the Domestic Violence Misdemeanor Amendment (30 Sep 96) of the Gun Control Act (Lautenberg Amendment) of 1968. An individual convicted of a qualifying crime of domestic violence may not perform the duties of this position.
• May be required to travel to and from offsite worksite(s) from the normal work area to perform assigned duties. Due to distances involved, travel may involve one or more overnight stays.
• Incumbent must complete appropriate training and obtain/maintain required certifications IAW DoDI 8140 or DOD 8570.01M or applicable governing document(s) for Cyber workforce as an IA Technician Level II or III within 9 months of hire.
• Ability to establish effective professional working relationships with coworkers and customers, contributing to a cooperative working environment and successful accomplishment of the mission.
• Irregular and/or overtime (compensatory) hours may be required to support operational requirements or contingencies or may be required to work hours outside of the normal duty day.
• This position is designated as Essential Personnel and may be subject to duty in preparation for, or in response to, a state emergency or disaster declaration.
• The employee may be required to travel in military and/or commercial vehicles to perform temporary duty assignments.
• Position is designated as OM-STS-001 within the Defense Cybersecurity Workforce as guided by NIST SP 800-181, National Initiative for Cybersecurity Education, Cybersecurity Workforce Framework.

Qualifications

GS-12 SPECIALIZED EXPERIENCE : Must possess possess one year of specialized experience, education or training equivalent to at least the GS 11 grade level that demonstrates the ability to plan, schedule, control and direct a communications and information systems function; perform long-term planning and organizational development of a computer and communications network support function; initiate, plan, organize and carry out assignments, coordinate work with others and determine the approach and methodology to be used; and lead, direct and assign work of personnel?

DOD Information Awareness Certification Requirements:

The employee must obtain and maintain at a minimum a Secret security clearance.

Incumbent must possess or be able to obtain and maintain certifications per DoD Directive8570.1-M,AR 25-2, and as detailed in the Information Assurance (IA) Training and Certification Best Business Practice (BBP). Failure to satisfactorily obtain and maintain required certifications in accordance with the listed publications are grounds for termination.

Selectee is required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoD Publication8570.01-M,Information Assurance Workforce Improvement Program, dated 19 December 2005 (incorporating Change 1 dated 15 May 2008).

Priority Placement Information:
Applicants who meet one of the DoD Priority Placement Program categories below are eligible to apply with this preference. (See Required Documents section)

• Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible
• Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement
• Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible"
• Priority Placement Program, DoD Retained Grade

Education

This job does not have a qualification requirement that allows substitution of education for specialized experience.

Additional information

Veterans Preference:
To claim a veteran's preference, you MUST submit the appropriate documentation listed below. Failure to do so WILL result in the loss of veteran's preference and will impact your placement on the selection certificate.

10-Point Veterans' Preference: You MUST submit a signed SF-15, "Application for 10-Point Veterans' Preference" plus the proof as required by the SF-15. Click here for a copy of the .

5-Point Veterans' Preference: You MUST submit a copy of your DD-214 which includes Character of Service (usually Member-4 copy). If you are currently active duty, you may submit written documentation (certification) from your branch of service certifying that you are expected to be discharged or released from active duty under honorable conditions no later than 120 days after the date the certification is signed. The certification should also include when your terminal leave will begin, your rank and dates of active-duty service.

Please note-the applicable DD 214 and/or VA Letter with an SF-15 must be uploaded to accurately determine your eligibility.

Selective Service Act:
If you are a male applicant who was born after 12/31/1959 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency( ).