Lead IT Specialist (CUSTSPT)

Employer
USAJobs
Location
Washington, D.C
Posted
Nov 25, 2021
Closes
Dec 01, 2021
Function
IT
Hours
Full Time
Duties

As a Lead IT Specialist (CUSTSPT), GS-2210-13, you will perform the following major duties:
  • Provide oversight of the helpdesk technical customer support team which identifies and resolves information technology problems and/or issues.
  • Serve as the agency's Lead Information Technology Service Associate, providing advice and technical assistance to end-users and maintaining the operational management of a national help desk to include IT configuration and problem resolution.
  • Compile/review customer survey feedback; draft and review reports on effectiveness in addressing day-to-day issues (e.g. incident and service request management, system-uptime, responsiveness, and ticket resolution time, etc.).
  • Brief executives on service desk trends, and as a result of those trends, brief on staffing needs, and approaches to continually improve end-user customer experience.
  • Responsible for inventory management of IT equipment which is used for distribution to staff as resolutions to certain service tickets. Such IT equipment consists of but is not limited to: computers, keyboards, monitors, printers, etc.
  • Ensures that the organization's strategic plan, mission, vision and values are communicated to the team and integrated into the team?s strategies, goals, objectives, work plans and work products and services.
  • Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion.
  • Monitor and report on the status and progress of work, checking on work in progress and reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines and quality have been met.
  • Lead the team in assessing its strengths and weaknesses and provide leadership to the team in exploring alternatives and determining what improvements can be made (e.g., in work methods, processes and procedures).


Requirements

Conditions of Employment

  • U.S. Citizenship
  • Males born after 12/31/59 must be registered for Selective Service
  • Resume and supporting documents (see "How to Apply" section.)
  • Suitability for Federal employment
  • Financial Interest in transportation enterprises will be evaluated on a case-by-case-basis.
  • Bargaining Unit Position: YES
  • Direct Deposit is required.
  • Probationary period may be required.
  • Status candidates must meet time-in-grade requirements (52 weeks at the next lower grade level) by the closing date of this announcement. Only experience and education obtained by the closing date of this announcement will be considered.
  • You may be required to complete a Confidential Financial Disclosure Report, OGE-450, upon entering the position and annually.
  • THIS POSITION IS NOT ELIGIBLE FOR REMOTE TELEWORK.
  • Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement.


Qualifications

GS-13: You MUST possess one year of specialized experience with the particular knowledge, skills and abilities to perform successfully the duties of the position, and are typically in or directly related to the position being filled. To be creditable, specialized experience must have been equivalent to the GS-12 in the Federal service, or comparable pay band system. Qualifying experience may be obtained in the private or public sector. Specialized experience is defined as experience in applying comprehensive technical knowledge as well as an understanding of new technologies and methodologies, to solve problems; experience in the use of problem management systems for the purpose of effectively recognizing, reporting, tracking, and resolving problems; experience analyzing and developing customer service-related performance data and metrics; and experience in leading a team in: identifying, distributing and balancing workload and tasks among team members.

For more information see link: Information Technology (IT) Management Series 2210 (Alternative A) (opm.gov)

NOTE: IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your resume must clearly show the specialized experience and competencies related to this position. Failure to demonstrate how you possess the education, specialized experience and/or competencies will result in an "Ineligible" rating.

Education

There is no education substitution at this grade level.

Additional information

  • The National Transportation Safety Board (NTSB) offers a comprehensive benefits package that includes, in part, paid vacation, sick leave, holidays and various benefits as well as work life amenities such as alternate work schedules, telework, flextime, fitness and transit benefits.
  • Moving expenses associated with permanent change of station (PCS) ARE NOT authorized for this position.
  • NTSB may authorize Recruitment Incentives currently offered by the Federal Government for highly qualified candidates who possess unique skills and abilities.
  • If you left Federal Employment and received a buy out and you are selected for this position, you may be required to repay the full amount of the payment.
  • Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, you must be a preference eligible or a Veteran separated after 3 years or more of continuous active service performed under honorable conditions. For more information on VEOA please visit https://www.fedshirevets.gov/job-seekers/special-hiring-authorities/#veoa
  • Noncompetitive Appointment Authorities: For more information on noncompetitive appointment authority eligibility requirements identified below please visit https://www.fedshirevets.gov/job-seekers/special-hiring-authorities/
    • - Persons with Disabilities-Schedule A
    • - Special Hiring Authorities for Veterans
    • - Special Hiring Authority for Certain Military Spouses
    • - Other Special Appointment Authorities
  • Career Transition Assistance Programs: These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: (1) meet CTAP or ICTAP eligibility criteria; (2) meet the basic qualification standards (including minimum educational and experience requirements; (3) be rated well-qualified for the position with a score of 90 and above on the rating criteria for this position; and, (4) submit the appropriate documentation ( to support your CTAP or ICTAP eligibility. For more information visit: http://www.opm.gov/rif/employee_guides/career_transition.asp
  • Note: ICTAP eligibles must submit one of the following as proof of eligibility for the special selection priority: a separation notice; a "Notice of Personnel Action" (SF-50) documenting separation; an agency certification that you cannot be placed after injury compensation has been terminated; an OPM notification that your disability annuity has been terminated; OR a Military Department or National Guard Bureau notification that you are retired under 5 U.S.C. 8337(h) or 8456.
  • All qualification requirements must be met by the closing date of this announcement. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's web site at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/
  • Telework may be authorized on a case-by-case basis.
  • Multiple and subsequent vacancies may be filled from this announcement.
  • NTSB uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit http://www.uscis.gov/e-verify .


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