Supervisory IT Specialist (CUSTSPPRT) Job in Washington, DC

Vacancy No. ISTS-25-DE-12599689 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

This position is located in the Government Accountability Office. As a Supervisory IT Specialist (CUSTSPPRT) you will be responsible for
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

United States Citizens

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

Must be a U.S. Citizen
Males born after 12-31-59 must be registered for Selective Service
Suitability for Federal employment, as determined by a background investigation
Completion of a probationary period is required.
Completion of a financial disclosure statement is required.
This is not a bargaining unit position.
You must meet the specialized experience by the closing date of this announcement to be considered.

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 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 PT-3, PE-2, CS-3/MS-I, 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.

You must have one year of specialized experience equivalent to the MS-I/GS-14 grade level in the Federal service that demonstrates your ability to.

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.

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.

If you are a veteran with preference eligibility and are claiming 5-points veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility. If you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference visit: https://www.usajobs.gov/Veterans.

Males born after 12-31-59 must be registered or exempt from Selective Service (see https://www.sss.gov/RegVer/wfRegistration.aspx).

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

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.

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.

A review of your résumé and supporting documentation will be used to determine whether you meet the qualification requirements listed in this announcement. You will be further evaluated based on your responses to the assessment questionnaire to determine your level of experience. Please follow all instructions carefully when applying. Your responses must provide sufficient information to determine possession of experience and must be evidenced in your resume. Incomplete responses (e.g. see resume, or like), errors or omissions will affect your eligibility.

All qualified candidates will be assigned to a quality category: Best Qualified, Well Qualified, Qualified. The category assignment is a measure of the degree in which your background matches the competencies required for this position. Your qualifications will be further evaluated on the following competencies (knowledge, skills, abilities and other characteristics):

Customer Service, Leadership, Technical Competence, and Written Communication

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 quality category. Veterans' preference eligibles who meet the minimum 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).

To preview the assessment questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12599689

Required Documents

To apply for this position, you must submit a complete Application Package which includes:

  1. Your résumé showing work schedule, hours worked per week, dates of employment and duties performed.
  2. Other supporting documents:
    • Cover Letter, optional
    • College Transcript(s), if the position has an education requirement
    • Veterans' Preference documentation, if applicable (e.g., DD-214 Member Copy 4 showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.)

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.

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, you must request an alternative application which is available from the Human Resources Office. Please contact Stephanie Banks at BanksSR@gao.gov to obtain an alternative application.

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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