Supervisory IT Specialist (System Admin/Customer Support) Job in Anywhere in the U.S. (remote job)

Vacancy No. DHA-12661038-25-SAI Department Deputy Assistant Secretary for Information and Technology
Salary $121,534.00 to $157,996.00 Grade 13 to 13
Perm/Temp Permanent FT/PT Full-time
Open Date 1/13/2025 Close Date 1/21/2025
Job Link Apply Online Who may apply Public
Locations:
Anywhere in the U.S. (remote job)


Summary

As a Supervisor within the Enterprise Service Desk (ESD) Access Management Team, you are responsible for executing the organizational vision established by the ESD Director and Access Management Division Chief. This includes aligning team objectives with key organizational goals, adapting to changing circumstances, and implementing innovative strategies to drive continuous improvement. Supervisory IT Specialist plays a pivotal role in balancing the need for operational stability.

This job is open to

Clarification from the agency

ALL US CITIZENS and current/former Federal employees who are eligible for CTAP/ICTAP. This position is being filled using Direct-Hire Authority 5 CFR 337.201 (DA-002) for this occupation.

Duties

DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority 5 CFR 337.201 (DA-002) for this occupation.

The Major Duties of the Supervisory IT Specialist are but not limited to:

  • Justifies and implements revisions in work organization, priorities and procedures.
  • Researches and justifies to supervisor, changes that may affect costs, employee job relations, and/or restrict/expand services performed and implements the changes upon approval.
  • Ensures written instructions and procedures for routine. non-routine and complex assignments are available
  • Establishes and enforces work schedules to meet the needs of assigned shift, to include Compressed Work Week (CWWW), night, weekend, and holiday tours of duty.
  • Ensures all shift documentation is submitted to the Service Desk Peer Review group.
  • Keeps shift employees informed of management goals and objectives and higher level supervisors informed of employee's participation and concerns.
  • Recommends and justifies promotions, outstanding achievement and performance awards.
  • Receives and resolves formal grievances at the first supervisory level; resolves labor/management grievances at the first supervisory level.
  • Develops and implements individual task lists, training plans and conducts parallel training to maintain employee skills at a high level.
  • Install and maintain network infrastructure device operating system software (e.g., IOS, firmware).
  • Troubleshoot system hardware and software .
  • Analyze incident data for emerging trends.
  • Develop and deliver technical training to educate others or meet customer needs .
  • Maintain incident tracking and solution database.
  • Diagnose and resolve customer reported system incidents, problems and events.
  • Make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance the customer experience.
  • Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.
  • Administer accounts, network rights, and access to systems and equipment.
  • Perform asset management /inventory of information technology (IT) resources.
  • Monitor and report client-level computer system performance.
  • Develop a trend analysis and impact report.
Position Description/PD#: Supervisory IT( System Admin/Cust Support) /20220A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not Required
Travel Required: Occasional travel may be required as needed for this position.
Work Schedule: Monday - Friday; Tour of duty will be 8:00am -4:30pm
Compressed/Flexible: As determined by the Agency Policy
Remote: This is a remote position.

Physical Demands: Work is mostly of a sedentary nature. May need to lift up to ten pounds occasionally. May experience situations where incumbent will need to be on the telephone for extended periods of their workday attending meetings

Working Conditions: The work occurs in an office setting, that is environmentally controlled.

Requirements

Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • Selective Service Registration is required for males born after 12/31/1959
  • Complete the initial online assessment and USAHire Assessment, if required
  • You may be required to serve a probationary period
  • Subject to background/security investigation
  • Selected applicants will be required to complete an online onboarding process
  • To be considered for this position, applicants must complete all required steps in the process.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, January 21, 2025.

You must meet the Individual Occupational Requirements (IOR), and Specialized Experience to qualify for this series as described below.

INDIVIDUAL OCCUPATIONAL REQUIREMENT (IOR): This position has an Individual Occupational Requirement (IOR). As a pre-requisite to the Specialized Experience requirement, you must meet the following basic experience requirements.
  • Basic Experience Requirement: The basic experience requirements MUST be substantiated in your resume. Failure to provide the required information will render your application ineligible for consideration. Read all responses before making your selection. Applicants must have IT-related experience demonstrating each of the four competencies listed below at a proficiency level equivalent to the next lower grade level in federal service.
    • 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, considering 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,

SPECIALIZED EXPERIENCE REQUIREMENT: One year of specialized experience (equivalent to the GS-12 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization.
  • Specialized experience is defined as:
    • Experience administering Identity and Access Management tools and concepts for enterprise implementation.
    • Experience developing and adopting Information Technology (IT) knowledge sharing concepts and strategies to detect issues, while promoting a more efficient and effective delivery of quality support to the customer.
    • Experience with strategizing, consulting, and advising others in the capacity of IT Service Management (ITSM) process design, flow, and interaction.
    • Experience with verbal communication, both in person and over the telephone, and with written communication, to provide detailed and technical IT information in a clear, logical, and concise manner to individuals at all organizational levels including director and program management levels.
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.

Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Your experience must be clearly stated in your resume. We cannot make assumptions on your experience based on your current, or former, position titles on your resume. Failure to clearly demonstrate your qualifying experience in your resume may result in disqualification for this position and your rating will be adjusted as necessary.

It is the policy of the VA to not deny employment to those who have faced financial hardships or periods of unemployment.

Education

EDUCATIONAL SUBSTITUTION: There is no educational substitution for this position at this grade level.

Additional information

A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected. The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay.

This job opportunity announcement may be used to fill additional vacancies.

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about ICTAP/CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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.

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.

You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

  1. Administration and Management - Knowledge of planning, coordination, and execution of business functions, resource allocation, and production.
  2. Oral Communication - Expresses ideas and facts to individuals or groups effectively; makes clear and convincing oral presentations; listens to others; facilitates an open exchange of ideas.
  3. Problem Solving - Identifies and analyzes problems; uses sound reasoning to arrive at conclusions; finds alternative solutions to complex problems; distinguishes between relevant and irrelevant information to make logical judgements.
  4. 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.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.

Cheating on an assessment may also result in your removal from consideration.

In order to be considered for this position, you must complete all required steps in the process.

Required Documents

To apply for this position, you must provide a complete Application Package to include the documents detailed below. Your resume and supporting documentation will be verified.

All required documents must be submitted prior to the closing of this announcement on January 21, 2025. Failure to submit the documents as specified may result in lack of consideration for this job announcement. You will not be contacted for additional information.

  • Resume detailing specialized experience and competencies as they relate to this position.
    • For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you should also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including documentation supporting Federal grade level(s) are insufficient to determine basic qualifications.
    • Your experience must be clearly stated in your resume. We cannot make assumptions on your experience based on your current, or former, position titles on your resume. Failure to clearly demonstrate your qualifying experience in your resume may result in disqualification for this position and your rating will be adjusted as necessary.
In addition to the document above, you must submit additional documents to prove your eligibility for the following:
  1. ICTAP/CTAP: for displaced Federal/VA employees
    • SF-50 showing Career or Career-Conditional status; AND
    • Reduction-In-Force (RIF) Notice or a certification of expected separation (not a resignation letter); AND
Most recent performance appraisal.

Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials - you must remove your image from any badges, licenses, etc.

Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices.

Please review the above list(s) to ensure you have included all necessary documents required for your application. Not every applicant will require the same documents, therefore it is the applicant's responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.

Applicants will be deemed ineligible if supporting documentation is not 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.

How to Apply

Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments, and required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by January 21, 2025 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:

  1. Click the Apply Online button.
  2. Answer the questions presented in the application and attach all necessary supporting documentation.
  3. Click the Submit Application button prior to January 21, 2025 11:59 PM (ET) on the announcement closing date.
  4. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
  5. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
  6. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
  7. Set aside at least 3 hours to take the USA Hire assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.
  8. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.
For more general information, system requirements, reasonable accommodation information, and to request assistance regarding the USA Hire Assessments, review the following resources: https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_Assessments.

To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.

To view the announcement status or your application status: Click on this: https://www.usajobs.gov/Help/how-to/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.

Agency contact information

Recruitment Team Two B
Address
DAS for Information Technology - 103
810 Vermont Ave. NW
Washington, DC 20240
US
Learn more about this agency

Next steps

After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.


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


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