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. Responsibilities 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 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: https://apply.usastaffing.gov/ViewQuestionnaire/12554250 Education Additional Information A one-year probationary period may be required upon selection/placement. At the supervisor's discretion, this position may offer work schedule flexibilities: [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: https://ethics.od.nih.gov/topics/fd.html. This position is designated as a "non-emergency/teleworker" position and the selected candidate will be considered a "non-emergency/teleworker" employee. In the event of a closure, you must be available to telework or request leave. Visit our Applicant FAQs page for helpful information on the application process. Visit our Total Compensation page and this sample 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: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire. 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.