Supervisory Information Technology Specialist (Customer Support)

Employer
USAJobs
Location
Alexandria, Virginia
Posted
Oct 05, 2019
Closes
Oct 13, 2019
Hours
Full Time
Duties

Summary

The U.S. Patent and Trademark Office (USPTO) has been serving the economic interests of America for more than 200 years. We are responsible for granting US intellectual property rights for patents and trademarks. The USPTO is headquartered in Alexandria, Virginia, and has over 12,000 employees. For more information about the USPTO, please visit the USPTO Careers Website .

Learn more about this agency

Responsibilities

As the Director of the Service Desk Operations Division, you will be responsible for the following:
  • Planning, directing, and managing the activities of the Division, establishing long and short range goals, determining the resources required to accomplish the functions assigned to the division.
  • Developing procedures and establishes business area contacts for performing regular, periodic reviews of SDOD services. Working with other OCIO groups and USPTO business areas to ensure accuracy and consistency of services provided.
  • Identifying financial and manpower resources necessary to carry out programs. Justifying funding levels for continuing and improving service to solve IT systems, software, or hardware problems and provide specialized application and program area support.
  • Justifying funding levels for continuing and improving service to solve IT systems, software, or hardware problems and provide specialized application and program area support.
  • Developing policies, procedures, and technical standards for the key process areas of the Division to ensure timely, reliable, innovative, and cost-effective access to USPTO information technology services and product.


Travel Required

Not required

Supervisory status
Yes

Promotion Potential
15

Requirements

Conditions of Employment

  • You must be a U.S. Citizen or National.
  • Your resume and question responses must demonstrate the job-related KSAs.
  • You must meet the definition of specialized experience.
  • Required to pass a background investigation and fingerprint check.
  • Must be registered for Selective Service, if applicable (www.sss.gov)
  • Suitable for Federal employment.

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Qualifications

You must meet the following United States Office of Personnel Management's (OPM) qualification requirements for the advertised position. OPM's prescribed Group Coverage Qualification Standard for Information Technology Managementcan be found here . You must meet all qualification requirements by the closing date of the job announcement.

Specialized Experience: is experience that has equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service.

Candidates for the GS-15 grade level must have at least 52 weeks of specialized experience equivalent to the GS-14 grade level in the Federal service.

Specialized experience for this position includes:
  • Experience developing policies, procedures, and/or technical standards for an information technology office; and
  • Experience utilizing databases which are specifically designed to house all information regarding a configuration item; and
  • Experience using Remedy and or other IT Service Management (ITSM) products.


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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

In addition to meeting specialized experience requirements, you must have IT-related experience demonstrating these competencies:

Attention to Detail - Is thorough, accurate and consistent when accomplishing a task with concern for all the areas involved. Pursues quality in all tasks performed.

Customer Service - Anticipates and meets the needs of both internal and external business partners 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). Provides information or assistance. Delivers high-quality products and services; is committed to continuous improvement. Effectively manages customer relationships.

Communication - Makes clear and convincing oral presentations to individuals and groups. Listens effectively; clarifies information as needed. Speaks and writes in a clear, concise, organized, and convincing manner that is appropriate to the audience. Facilitates an open exchange of ideas to ensure all group input is considered. Handles technical, sensitive or controversial topics with agility, involving executives/managers as appropriate.

Problem Solving - Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes sound recommendations.

The incumbent must also possess the following supervisory competencies to be successful in this position:
  • Accountability: Holds self and others accountable for measurable high-quality, timely, and cost effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes. Complies with established control systems and rules.
  • Customer Service: Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement.
  • Decisiveness: Makes well-informed, effective, and timely decisions, even when data are limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions.
  • Flexibility: Is open to change and new information; rapidly adapts to new information, changing conditions, or unexpected obstacles.
  • Integrity/Honesty: Behaves in an honest, fair, and ethical manner. Shows consistency in words and actions. Models high standards of ethics.
  • Interpersonal Skills: Treats others with courtesy, sensitivity, and respect. Considers and responds appropriately to the needs and feelings of different people in different situations.
  • Oral Communication: Makes clear and convincing oral presentations. Listens effectively; clarifies information as needed.
  • Problem Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations.
  • Resilience: Deals effectively with pressure; remains optimistic and persistent, even under adversity. Recovers quickly from setbacks.
  • Written Communication: Writes in a clear, concise, organized, and convincing manner for the intended audience.


Education

Education may not be substituted for specialized experience at this grade level.

Additional information

Applicants applying for this position must be a United States Citizen.

If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information.

This is not a Bargaining Unit position.

This is a Public Trust position and has a risk level designation of "High Rish".

Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation.

The USPTO participates in E-Verify. For more information on E-Verify, please visit the Department of Homeland Security Website .

Probationary Period- If selected, you may be required to complete an initial one-year probationary period.

Supervisory Probationary Period- If selected, you may be required to complete an initial one-year supervisory probationary period.

FINANCIAL DISCLOSURE: The Ethics in Government Act of 1978 requires the applicant selected for this position to submit a Confidential Financial Disclosure Report (OGE Form 450) within 30 days of appointment and annually thereafter.

All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice.

Relocation Expenses are not authorized and will not be paid.

CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a "well qualified" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: http://www.opm.gov/ctap . CTAP/ICTAP documentation requirements are listed in the "Required Documents" section of this announcement.

More than one selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 90 days from the date the certificate was issued.

All application materials become the property of the United States Patent and Trademark Office.

The United States Patent and Trademark Office is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. If you believe that you have been discriminated against and would like to file an EEO complaint, you must do so within 45 days of the date of the alleged discriminatory act. Claims of employment discrimination must be submitted to the attention of the USPTO's Office of Equal Employment Opportunity & Diversity via email ( oeeod@uspto.gov ) or phone (571-272-8292).

How You Will Be Evaluated

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

Your resume, optional cover letter and supporting documentation will be reviewed to determine if you meet the minimum qualifications for the position. If you meet the minimum qualifications stated in the job opportunity announcement, we will compare your resume, optional cover letter and supporting documentation to your responses on the self-assessment questions (True/False, Yes/ No, Multiple Choice questions) and place you in one of three pre-defined categories. These categories are "gold," "silver," and "bronze." Your resume and/or optional cover letter must support your responses to the scored occupational questionnaire, or your score may be lowered. Candidates placed in the "gold" category will be identified for referral to the hiring manager and may be invited for an interview.

How you will be evaluated for preference eligibility: Within each category, those entitled to veterans' preference will be listed at the top of the pre-defined category for which they are placed.

Preference eligibles with a service-connected disability of 10% or more will be listed at the top of the highest quality category (gold).

The scored self assessment questions in the job announcement will evaluate you on the following competencies; please do not provide a separate written response:

KSA 1 - Knowledge of project management principles, methods, and practices.

KSA 2 - Skill in applying, advanced IT principles, concepts, methods, standards, and practices.

KSA 3 - Knowledge of the OCIO Service Desk, its functions and of the Information Technology Infrastructure Library (ITIL) to develop and document processes and procedures to improve service delivery.

KSA 4 - Ability to supervise a staff.

For more information on category rating, please go to: http://hr.commerce.gov/s/groups/public/@doc/@cfoasa/@ohrm/documents/content/prod01_009474.pdf

Please note that a complete application is required for consideration. (Please review the "Required Documents" section of this job announcement to see what must be included in a complete application).

To preview questions please click here .

Background checks and security clearance

Security clearance
Not Required

Drug test required
No

Required Documents

A complete application consists of:
1. A resume or any other written format you choose to describe your job-related qualifications; optional cover letter: Your resume should indicate your citizenship and should list your educational and work experience including job titles, salary, employment dates, duties and accomplishments, experience and how it relates to the KSAs in the job announcement. Please Note: Responses to job questions that are not fully supported by the information in your resume may result in adjustments to your rating. Any experience claimed in a cover letter should be substantiated by information contained in your resume.

Supporting Documents:
PLEASE NOTE: Applicants who meet the minimum eligibility and qualification requirements for this position may be contacted within 7 business days of the closing date of this announcement to submit follow-up supporting documentation if applicable. Applicants claiming veterans' preference entitlement or CTAP/ICTAP eligibility who fail to submit supplemental documentation within 5 business days of receiving the request will not lose consideration for this position, however they will not be entitled to special or priority consideration.

Supporting documents that may be requested of applicants after the closing date of this announcement are

1. Veterans' Preference Documentation: If you are a veteran with preference eligibility, you will be asked to submit a copy of your DD-214 containing your discharge disposition, dates of service, and rank. If you are a preference eligible claiming a service connected disability of 10 percent or more, you will be asked to submit documentation (i.e. a letter dated 1991 or later from the Department of Veterans Affairs or from a branch of the Armed Forces) certifying to the veteran's present receipt of compensation. Veterans must include dates of military service within the automated application process, and submit a copy of each Certificate of Release or Discharge from Active Duty, DD-214. For more information, please visit Special Appointing Authorities for Veterans .

2. Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) documentation: Applicants will be asked to submit:
(1) A copy of your specific RIF notice, written notice of your expected separation or other documentation of priority consideration status;
(2) A copy of your latest SF-50 noting current position, grade level, and duty location;
(3) A copy of your last performance appraisal including your rating; and
(4) Any documentation from your agency that shows your current promotion potential.

You can choose ONE of the following methods to submit Supporting Documents:
1) You can upload your documents when you register or update your information on the Department of Commerce application site which you access through the USAJobs site.
OR
2) You can fax your documents to 571-258-4254 using the system generated fax cover sheet.

Your application and all required documentation must be received by 11:59 p.m. Eastern Time on the closing date of this job announcement.

NOTE: The preceding documentation requirements are based on job requirements and individual applicant eligibility. Not all documents are applicable to all applicants--if you are unsure which documents apply to you, contact the HR Specialist listed on this announcement.

Review your resume and responses carefully. Responses to job questions that are not fully supported by the information in your application package may result in adjustments to your rating. A Human Resources Representative will validate the qualifications of those candidates eligible to be referred to the hiring official.

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 schools accredited by accrediting institutions recognized by the U.S. Department of Education .

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.

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