Supv IT Specialist (CUSTSPT)

Baileys Crossroads, Virginia
Feb 23, 2021
Feb 27, 2021
Full Time


This Supervisory IT Specialist is part of the Information Management and Technology Operations Division, Enterprise Operations Branch, U.S. Fish and Wildlife (FWS or Service).

This position is also open to status candidates under announcement R10-21-11021917-JMJ-MP. You must apply to each announcement separately if you wish to be considered under both recruitment methods.

Learn more about this agency


Duties of the position include but are not limited to the following :

Plans and carries out difficult and complex assignments in the delivery of customer support services, including interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member.

Provides advice and guidance on a wide range and variety of complex IT issues, evaluating and recommending new or enhanced approaches to delivering IT services, and analyzing and recommending resolution of complex issues associated with responding to customer requests and requirements. Diagnoses and resolves unique, unusual, difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and providing written analysis and guidance to be used when addressing similar problems in the future.

Researches, evaluates, and provides feedback on problematic trends and incident and request trends and patterns in customer support requirements, assessing overall customer support effectiveness.

Researches, evaluates, and recommends new tools to enhance delivery of customer requirements. Identifies priorities and barriers to recommendations and presents recommendations, in writing or orally, to a variety of stakeholders.

Drafts related policy and procedures associated with new tools and approaches and develops implementing guidance.

Develops customer support procedures, standards, and performance metrics for the organizations serviced. Drafts, reviews, and provides comments on procedures, standards and metrics from higher levels within the organization.

Researches and provides response to unique customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need.

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

Provides administrative and technical oversight to subordinate staff and plans work to be accomplished by subordinates. Evaluates work performance of employees; provides advice, counsel, or instruction to employees on work and administrative matters; interviews candidates for positions; hears and resolves complaints from employees; effects disciplinary measures; identifies developmental and training needs of employees, provides and/or arranges for needed development and training; finds ways to improve production and increase the quality of the work directed; and develops performance standards.

Travel Required

25% or less - You may be expected to travel for this position.

Supervisory status

Promotion Potential


Conditions of Employment

  • Must be a U.S. Citizen or National.
  • Individuals assigned male at birth after 12-31-59 must be registered for Selective Service. To verify registration visit
  • Resume and supporting documents (See How to Apply).
  • Suitability for employment, as determined by background investigation
  • Drug Testing Position: Selectees tentatively selected for this position will be required to submit to urinalysis to screen for illegal drug use prior to appointment.
  • Driver's License: Selectees must possess and maintain a valid State driver's license at all times during their tenure.
  • Supervisory Probationary Period: Selectees who have not previously completed a supervisory probationary period will be required to serve a one-year supervisory/managerial probationary period for this position.


Only experience and education obtained by 02/26/2021 will be considered.

In order to qualify for this position you must possess both the Basic Requirement and Minimum Qualification.
Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.
  • Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
  • 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.
  • 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.
  • Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
  • And

    Minimum Qualifications for the 2210 Occupational Series at the 13 grade level: 1 year of specialized experience, equivalent to at least the GS-12 grade level in the Federal service. Examples of specialized experience may include: Planning and carrying out difficult and complex assignments in the delivery of customer support services; Interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member, providing advice and guidance on a wide range and variety of complex IT issues.

    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.


    Not Applicable

    Additional information

    PCS INFORMATION: Yes, entitlements for payment of basic moving expenses, as required and to the extent allowed by the Federal Travel Regulation (FTR) 302-3.101, are authorized for eligible applicants changing duty station when the change meets the distance tests as provided in FTR 302-1.1 and 302-2.6. All moving expenses are taxable.-In addition, relocation discretionary entitlements May be authorized for this position excluding contractor-provided home sale.

    This position is suitable for telework and may be allowed to telework with supervisory approval.

    Additional Vacancies: One or more positions may be filled from applications received under this announcement in the advertised office or other U.S. Fish & Wildlife Service offices in the local commuting area.
    Career Transition Assistance Plan (CTAP) or Interagency Career Transition Assistance Plan (ICTAP): Department of Interior (DOI) Career Transition Assistance Plan (CTAP) procedures apply in filling this vacancy. CTAP/ICTAP provides placement assistance to permanent Federal employees who are surplus, displaced, or involuntarily separated. Applicants claiming CTAP/ICTAP eligibility must submit a copy of their most recent performance appraisal, proof of eligibility, and most current SF-50 noting position, grade level, and duty location with their application. To be considered under CTAP/ICTAP, applicants must be well-qualified (i.e., meet the minimum qualification requirements, including any selective placement factors; education, and experience requirements), score at least 85 on the assessment questionnaire, and be able to perform the duties of the position upon entry. or information on CTAP and ICTAP visit:".

    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 for this job based on how well you meet the qualifications outlined above.

    Once the announcement has closed, a review of your resume and supporting documentation will be used to determine whether you meet the qualification requirements listed on this announcement. If you meet the qualifications your resume and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. Note: If, after reviewing your resume and supporting documentation, a determination is made that you have inflated your qualifications which resulted in you being listed in the highest quality category, you may lose consideration, or be assigned to a lower quality category for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.

    Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):

    Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):

    Skill in applying, advanced IT principles, concepts, methods, standards, and practices sufficient to develop and interpret policies, procedures, and strategies governing planning and delivery of customer support services throughout the Department/Bureau; provide expert technical advice, guidance, and recommendations to management and other technical specialists on critical customer support issues; apply new solutions to previously unsolvable support problems; and make decisions or recommendations that significantly influence important Department/Bureau IT policies or programs.

    Skill in analytical reasoning sufficient to participate in individual and team research and problem-solving assignments involving assessment and migration to emerging technologies.

    Skill in effective written communications strategies.

    Knowledge of management/supervisory principles and practices to provide leadership.

    Ability to create and maintain an inclusive workplace environment that fosters development of others, facilitates cooperation and teamwork, and supports the constructive resolution of conflicts.

    Candidates who apply under Noncompetitive Merit Promotion procedures will undergo a quality review to determine if they are minimally qualified based on the content of their resume and their responses to the questionnaire. Qualified candidates will be referred if all required supporting documentation has been provided.
    All qualified candidates will be assigned to a quality category. The category assignment is a measure of the degree in which your background matches the competencies required for this position. The category ratings for this position are: Best Qualified, Well Qualified, and Qualified

    The category rating process protects the rights of veterans by placing them ahead of non-preference eligibles within each quality category. Veterans' preference eligibles who meet the qualification requirements and who have a compensable service-connected disability of at least 10 percent will be listed in the highest quality category (except in the case of scientific or professional positions at the GS-09 level or higher).

    Background checks and security clearance

    Security clearance
    Not Required

    Drug test required

    Position sensitivity and risk
    Noncritical-Sensitive (NCS)/Moderate Risk

    Trust determination process

    Required Documents

    You must submit a complete application package. We will not make assumptions about your experience and/or education.

    Required Documents:

    1. Resume: You are highly encouraged to use USAJOBS Resume Builder to ensure all required information is included in your Resume. If you use your own resume, curriculum vitae, or any other written form you choose then you must describe your job-related qualifications that includes beginning and ending dates for paid and non-paid work experience, hours worked per week, month and year of employment for each job title listed, annual salary, and description of job duties. Include name and address of employer; supervisor name and telephone number. Additional information on what to include can be found here . Your experience needs to address every required qualification.

    Additional Documentation, if applicable:
    1. Cover Letter

    2. Veterans' Preference Documentation:
    If you are a veteran with preference eligibility and you are claiming 5-point veterans' preference, you must attach a copy of your DD-214 Member Copy 2 or 4 showing you were honorably discharged. If you are claiming 10-point veterans' preference, attach an SF-15, Application for 10-Point Veterans' Preference in addition to the proof required by that form (i.e. VA letter). You may not be awarded preference if you do not attach the correct Veteran Documentation as specified above.

    3. CTAP/ICTAP Documentation: If you are applying under CTAP or ICTAP, you MUST submit proof of eligibility under 5 CFR 330.602(a) for CTAP and 5 CFR 330.704 for ICTAP. This includes a copy of the agency notice, a copy of your most recent performance rating, and a copy of your most recent SF-50 (Notification of Personnel Action) showing your position, grade level, and duty location. Please annotate your application to reflect that you are applying as a CTAP or ICTAP eligible.

    Failure to submit any of the above-mentioned required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted

    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.

    Similar jobs

    More searches like this