Summary
This position is at the National Credit Union Administration (NCUA) in the Office of the Chief Information Officer. This position serves as a Supervisory IT Specialist (Network/Customer Support). In this role, the incumbent is responsible for overseeing and coordinating the Enterprise Service Desk (ESD) operations, Unified Communication and Collaboration (UCC) services and tools, IT Asset Management (ITAM), and ensuring the IT security and compliance of mobile end-point devices
This job is open to
Clarification from the agency
All U.S. Citizens and ICTAP eligibles.
Duties
As a Supervisory Information Technology Specialist (Network/Customer Support), you will:
- Direct the Enterprise Service Desk operations and provide strategic and technical direction over employees and contractors engaged in maintaining and ensuring the appropriate compliance level for end-user-facing IT services.
- Provide expertise and contribute to projects involving unified communication development, solution designs, and implementations.
- Monitor and ensure that end-user-facing IT services maintain the appropriate level of compliance in accordance with established Service Level Agreements (SLAs).
- Coordinates preparing, presenting, and communicating work-related information to internal and external stakeholders on various issues involving information technology projects.
- Manage the technical activities associated with the ITAM system and the accuracy of the end-to-end tracking of IT hardware assets, including asset costs, contractual warranties, licenses, SLA, and locations
- Collaborate with IT cybersecurity staff and manages Division operations to ensure mobile end-point devices' IT security and compliance.
- Develop, document, and implement standard operating procedures for all significant aspects of Enterprise Service Desk operations and management.
- Develop and maintain close liaison and coordination with OCIO management and technical IT employees. Represent the Platform and Infrastructure Division in meetings with internal and external stakeholders.
Requirements
Conditions of Employment
- You must be a U.S. Citizen.
- Suitable adjudication of background/security investigation is required.
- A probationary/trial period may be required.
- A financial disclosure is required.
- Must complete initial online questionnaire.
- You may be required to serve a supervisory probationary period.
Qualifications
Specialized experience is the experience that has equipped you with the specific knowledge, skills, and abilities to successfully perform the duties of the position, and that is typically in or related to the work of the position to be filled.
To qualify for this opportunity you must have at least one full year of specialized experience equivalent to the CU/GS-13 grade level obtained in the private or public sector. Specialized experience for this position is defined as experience performing all of the following tasks:
- Providing guidance to team members to ensure conformance with approved IT plans, programs or policies;
- Diagnosing and resolving customer-reported incidents or problems;
- Assisting other IT staff with the installation, configuration, and monitoring of end user IT devices; and
- Assisting other IT staff with administering user accounts, roles, and policies for users.
In addition to the specialized experience, the individual must have IT-related experience demonstrating each of the four competencies listed below:
- 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.
You must meet the qualifications for this position by the closing date of this announcement.
Please note, all experience statements (i.e., duties, specialized experience, or occupational assessment questionnaire) copied from this announcement and pasted into your resume will not be considered as a demonstration of your qualifications for this position.
YOUR RESUME MUST provide specific details as to how your experience meets the specialized experience and support your responses to the online questionnaire as described in the vacancy announcement. When describing your experience in your resume, please be specific. We will not make assumptions regarding your experience. Please ensure that your resume includes the grade level (for current or previous federal positions), month, and year that you began and ended for each position held or that position may not be credited toward meeting the specialized experience requirement. Full-time employment will be assumed unless otherwise stated on your resume. Part-time employment will be prorated in crediting experience. Failure to provide details will result in an ineligible rating.
Your resume must also support your responses to the online questionnaire. Failure to provide support may result in a lower rating and/or you may be excluded from consideration. Your latest resume submitted for this vacancy announcement will be used to determine qualifications and supersedes previous submissions.
Education
Education may not be used in lieu of experience for this opportunity.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
For Category Rating: Once the application process is complete, a review of your resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility. Qualified candidates will be assigned to a quality category. The category assignment is a measure of the degree to which your background matches the competencies required for this position.
Your application package will be reviewed for completeness (resume, completed assessment questionnaire, and supporting documentation). You will not be considered if you fail to submit all the required documents as outlined in this vacancy announcement.
If you meet the qualification requirements, your application will be placed in one of three categories:
Best Qualified - Applicants possessing experience that substantially exceeds the minimum qualifications of the position.
Well Qualified - Applicants possessing experience that exceeds the minimum qualifications of the position.
Qualified - Applicants possessing experience that meets the minimum qualifications of the position.
The self-assessment questions have been developed to evaluate your competency in the following areas:
Leadership, Oral Communication, and Technical Competence
Reference Checks: Reference checks must be conducted for the top candidate(s) before a tentative offer may be extended. The reference checks will need to be conducted with current and former supervisors, if applicable, as a part of NCUA's selection assessment process.
If you are found to be among the highly qualified candidates, your application will be referred to the selecting official for employment consideration. To preview the application questionnaire, please click here: https://apply.usastaffing.gov/ViewQuestionnaire/12355617
Application of Veterans' Preference: The category rating process does not add veterans' preference points but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. Preference eligibles who meet the minimum qualification requirements and who have a compensable service-connected disability of at least 10% must be listed in the highest quality category (except in the case of scientific or professional positions at the CU-09 level or higher).
Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.
Required Documents
To apply for this position, you must provide a complete application package which includes:
1. Resume (required)
2. Other supporting documentation:
- Cover letter (optional)
- Veterans' documentation (see below for requirements)
- CTAP/ICTAP documentation (see below for requirements)
- Most recent performance appraisal, optional
VETERANS:
If you wish to receive consideration for veteran's preference you must submit a copy of your veteran's documentation including a DD-214 (member 4 copy preferred, however, the documentation provided must contain dates and character of service) along with a VA letter, SF-15, etc., if applicable. If you are a current active duty service member, please submit an official statement of service from your command.
If you are a current active duty military member who does not have a DD-214 and is claiming preference under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces indicating that you will be discharged or released under honorable conditions from active duty within 120 days from the date on the certification. Certifications must be on letterhead from the appropriate military branch and include the following information: military dates of service and expected discharge or release date, the character of service, military rank, type of discharge, and date when terminal leave will begin. Certifications must be signed by, or by the direction of military members' military personnel offices, unit commanders or higher headquarters.
CTAP/ICTAP: Federal employees seeking CTAP/ICTAP eligibility must submit proof of their eligibility:
- Copy of agency notice;
- Most recent performance rating; and
- SF-50 noting current position, grade level and duty location or Certification of Expected Separation, Reduction In Force separation notice.
To be well-qualified and exercise selection priority for this vacancy, displaced federal employees must be rated well-qualified or above on the rating criteria for this position. For additional information, click CTAP.
How to Apply
To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the "Required Documents" section.
Click here for tips and information on how to apply for federal jobs.
YOUR APPLICATION AND SUPPORTING DOCUMENTS ( i.e. TRANSCRIPTS, CERTIFICATIONS, etc.) MUST BE RECEIVED BY 11:59:59 P.M. ET ON 05/22/2024 TO RECEIVE CONSIDERATION.
To begin, click "Apply Online" to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account. You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application. You will receive an email notification when your application has been received for the announcement.
The preferred method to apply is online. If an alternate method is needed, please click on the following link for detailed instructions: Alternate Application Method.
Next steps
Once your online application is successfully submitted you will receive an email notification from the system confirming receipt. Your application will then be evaluated, and you will receive further notification(s) as the status of your application is updated. You may check the status of your application at any time by logging into your USAJOBS account and clicking on your application.
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