Supervisory IT Specialist (CUSTSPPRT) Job in Washington, DC

Vacancy No. ISTS-25-MP-12596480 Department Government Accountability Office
Salary $145,924.00 to $191,900.00 Grade 2 to 2
Perm/Temp Permanent FT/PT Full-time
Open Date 11/7/2024 Close Date 11/21/2024
Job Link Apply Online Who may apply Public
Locations:
Washington, DC


Summary

The GAO is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service. Applicants employed by other federal excepted service agencies who do not have status gained in the competitive service must apply to announcement number ISTS-25-DE-12599689, DE for consideration. As a Supervisory IT Specialist (CUSTSPPRT) you will be responsible for overseeing the planning and delivery of customer service and support operations for GAO end-users.

This job is open to

Clarification from the agency

Status Candidates (Merit Promotion and VEOA Eligibles). The GAO is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service. Applicants employed by other federal excepted service agencies who do not have status gained in the competitive service must apply to the public announcement number ISTS-25-DE-12599689 to receive consideration.

Duties

As a Supervisory IT Specialist (CUSTSPPRT), MS-2210-2 your typical work assignments may include the following:

  • Supervises federal staff and oversees contract personnel responsible for facilitating customer support, training, and end-user support of agency-wide IT Technologies at all GAO HQ and Field offices.
  • Develops communication strategies; identifies key issues and challenges; and training requirements necessary to implement training programs to educate agency-wide personnel on the use of new technologies.
  • Establishes effective working relationships and partnerships, and the ability to meet and deal with a wide range of technical and non-technical staff throughout GAO and professional organizations.
  • Oversees the planning and delivery of customer service and support operations which is made up of Hardware, Floor Support, Training, and Staff Development personnel that are responsible for ensuring that ISTS products, services, and technologies are meeting the expectations of GAO end-users, in any location.

Requirements

Conditions of Employment

You must meet all qualification requirements before the announcement closes.
1. You must be a U.S. citizen
2. You may be required to submit a financial disclosure statement.
3. You must be suitable for federal employment.
4. Registered for Selective Service, if applicable. (www.sss.gov).
5. Completion of a probationary period may be required.
6. Completion of a supervisory probationary period may be required.

Qualifications

You may qualify at the BAND MS-II level, if you fulfill the following qualification requirement:

Competencies:
For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.

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; 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; listens to others, attends to nonverbal cues, and responds appropriately.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Specialized Experience:
The MS-II position require one year (52 weeks) of specialized experience at the next lower band/grade PT-3, PE-2, CS-3/MS-I, GS-14 level (or equivalent) in the Federal Service, or comparable private/public sector. Specialized experience is experience that has equipped the applicant with the competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience must be IT related and is typically gained in the IT field or through the performance of work where the primary concern is IT.

One year (52 Weeks) of specialized experience equivalent to the NEXT LOWER BAND or GS-14 grade level in the Federal service that demonstrates your ability to Leading efforts to enhance customer experience for IT services, including those provided through an IT Service Desk, Deskside Support, Training, Education, Product Documentation, and specialized support for users with disabilities. Determining effective strategies that proactively identify and mitigate persistent technical end-user issues; and developing communication and implementation strategies that ultimately resolves a problem. Supporting customer outreach projects with business units including defining customer requirements and improving service levels and customer feedback mechanisms.

Education

This job does not have an education qualification requirement.

Additional information

Form I-9, Employment Verification and the Electronic Eligibility Verification Program - GAO participates in the Electronic Employment Eligibility Verification Program (E-Verify). E-Verify helps employers determine employment eligibility of new hires and the validity of their Social Security numbers. If selected, the Form I-9 will be required at the time of in-processing. Click here for more information about E-Verify and to obtain a copy of the Form I-9.

This is a not bargaining unit position.

Based on the staffing needs, additional selections may be made through this vacancy announcement.

Travel and relocation expenses will not be paid for by the GAO.

Males born after 12/31/59 and at least 18 years of age must be registered with the Selective Service System. Visit https://www.sss.gov/RegVer/wfRegistration.aspx.

Selectees will be required to complete questions contained on the Declaration for Federal Employment (OF-306) at the time a tentative job offer is made. If selected, at the time of appointment, selectees will be required to update the OF-306.

REASONABLE ACCOMMODATION: GAO provides reasonable accommodations to applicants and employees with disabilities. To request accommodation, please email ReasonableAccommodations@gao.gov.The U.S. Government Accountability Office's policy is to provide equal employment opportunity for all regardless of race, religion, color, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, or gender identity.

The U.S. Government Accountability Office's policy is to provide equal employment opportunity for all regardless of race, religion, color, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, or gender identity.

The U.S. GAO is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service. Initial appointments, permanent or indefinite, to the GAO require completion of a one or two-year probationary period.

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.

If you meet the qualification requirements stated above, you will be further rated based on your responses to the assessment questions. Please make sure that your responses to the assessment questions are supported in your resume. Please follow all instructions carefully. If you provide incomplete answers, fail to provide a narrative response to any vacancy question(s) that requires further explanation, or if your response to a vacancy question is "see resume", your rating may be affected or you may be determined ineligible.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):

  • Customer Service, Leadership, Technical Competence, and Written Communication
To preview the assessment questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12596480

Required Documents

You must provide a complete application package which includes:

Resume: For qualification determinations your resume must contain hours worked per week (if part-time) and dates of employment (i.e., month/year to month/year or month/year to present). If your resume does not contain this information, your application may be marked as insufficient and you will not receive consideration for this position. If you are a current Federal employee or previous Federal employee, provide your pay plan, series and grade, i.e. GS-0301-09. Do NOT include photographs (or links to social media such as LinkedIn), inappropriate material, inappropriate content, nor personal information such as age, gender, religion, social security number, etc., on your resume.

If you are using your education to qualify (even partially), you must submit a copy of your transcripts. Transcripts do not need to be official, but if you are selected for this position and you used your education to qualify, you will be required to provide official transcripts. Foreign Education: If you are submitting a transcript from a non-US educational institution, applicants must submit all necessary documents to a private U.S. organization that specializes in interpretation of foreign educational credentials, commonly called a credential evaluation service. For additional information, please visithttp://www.gao.gov/careers/foreignedu.pdf.

Veteran Hiring Authority Eligibles: VEOA, VRA, and 30% Disabled Veterans must submit adequate proof of active service in the Armed Forces including Member 4 copy of your DD-214, which indicates character of service. To claim 10-point veterans' preference, you must also submit an SF-15 and a letter from the Department of Veterans Affairs verifying the percentage of your disability and preference in hiring. To claim 5-Point veterans' preference, you must submit a Member 4 copy of the DD-214 or if you are currently active duty: an official statement of service from your command. For more information on veterans' preference visit: https://www.usajobs.gov/Veterans.

If you are applying under Military Spouse Preference, you must Proof of marriage to the service member and the service members DD-214 (member 4 copy); or Proof the service member was released or discharged due to a 100 percent disability; or Proof of the service member's death while on active duty.

Current or former federal employees must submit their most recent Notification of Personnel Action (SF-50 or equivalent), showing tenure, type of service (competitive/excepted) and the highest grade held.

If you are applying under the Schedule A hiring Authority for individuals with disabilities, you must submit proof disability.

If you are applying as a Former Peace Corps and AmeriCorps Vista Volunteers, you must submit Certification of this volunteer service.

How to Apply

To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.

A complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement to receive consideration.
- To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.

- Follow the prompts to select your résumé and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.

- After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.- You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.

To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
If you are unable to apply online, please contact Stephanie Banksat BanksSR@gao.gov or BanksSR@gao.gov by 4 p.m. on the closing date of the announcement.

For technical issue with USAJOBS: Please refer to the USAJOBS help page.

Agency contact information

Stephanie Banks
Address
Government Accountability Office
Human Capital Office
441 G Street NW
Washington, DC 20548
US
Learn more about this agency

Next steps

After the closing date of this announcement, GAO's Human Capital Office will conduct an evaluation of your qualifications by reviewing your assessment questionnaire and resume to complete an analysis. Please be as complete and thorough as possible. If your application is rated "best-qualified," your name will be referred to the selecting official for consideration. At this point you may be contacted for an interview.

If you do not meet the key requirements, and/or basic qualifications or you fail to submit all required application materials, your application will not be considered.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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