Supervisory IT Specialist (CUSTSPT)

SummaryThe men and women of the U.S. Department of State, Office of Inspector General with their skills, character and commitment to public service, provide critical oversight to ensure the Department of State and the Broadcasting Board of Governors perform their foreign policy/diplomatic and international broadcasting missions effectively and efficiently. They work to uphold the Secretary's leadership and management principles.ResponsibilitiesThis position is located in the Office of Inspector General (OIG), Office of the Executive Director (EX), Office of Information Technology (IT) Operations, U.S. Department of State (Department). The IT Specialist position is established to analyze/perform work necessary to secure, plan, design, develop, acquire, document, test, implement, integrate, maintain, or modify systems for solving problems or accomplishing work processes by using IT systems. OIG has offices located in Rosslyn, Virginia (SA-39) and in Washington D.C. (SA-3).As a Supervisory Information Technology Specialist, the incumbent personally performs IT duties and supervises staff within the office of IT Operations.Supervisory Customer Support (CUSTSPT) Work that involves the planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.Functions commonly performed by employees in this specialty include: diagnosing and resolving problems in response to customer reported incidents; researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements; developing and maintaining problem tracking and resolution databases; installing, configuring, troubleshooting, and maintaining customer hardware and software; developing and managing customer service performance requirements; developing customer support policies, procedures, and standards; providing customer training; ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.RequirementsConditions of EmploymentIncumbent will be subject to random drug testing.New supervisors must successfully complete a 1 year probationary period.This position has no promotion potential.Must be able to obtain and maintain a Top Secret security clearance.Statement of Employment & Financial Interest required prior to appointment.U.S. Citizenship is required.Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5CFR 300, Subpart F.QualificationsApplicants must meet all the required qualification requirements, including education, and any selective placement factors described below by the closing date of this announcement. Education may only be substituted in accordance with the Office of Personnel Management (OPM) Qualification Standards Handbook. Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order to be credited towards qualifications.Education completed in foreign colleges or universities may be used to meet the education requirements if you can show that the foreign education is comparable to that received in an accredited educational institution in the United States. It is your responsibility to provide such evidence when applying. Click on the link for a list of accredited organizations recognized as specializing in interpretation of foreign education credentials.NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement.In addition, applicant's experience mustalso demonstrate that the candidate possesses the following qualities: Ability to assign, review, and supervise the work of others;Objectivity and fairness in judging people on their ability, and situations on the factsand circumstances;Ability to adjust to change, work pressures, or difficult situations without undue stress;Willingness to consider new ideas or divergent points of view; andCapacity to "see the job through." Applicants applying for the GS-14 grade level must meet the following requirements:Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below: Attention to DetailCustomer ServiceOral CommunicationProblem Solving ANDHave at least 1 full year of specialized experience equivalent to the GS-13 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following:Experience in providing a wide rage of customer service skills.Experience in troubleshooting, researching, and resolving IT issues.Experience in tracking and managing a multitude of ongoing IT related issues.Experience indeveloping customer support policies, procedures, and standards.NOTE: In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.There is no substitute of education for specialized experience for the GS-14 position.EducationAdditional InformationSOCIAL SECURITY NUMBER - Your Social Security Number is requested under the authority of Executive Order 9397 to uniquely identify your records from those of other applicants who may have the same name. As allowed by law or Presidential directive, your Social Security Number is used to seek information about you from employers, schools, banks, and others who may know you.REASONABLE ACCOMMODATION - This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the Office of Employee Relations, Disability/Reasonable Accommodations Division, at (202) 261-8163 or [email protected]. The decision on granting reasonable accommodation will be on a case-by-case basis.EQUAL EMPLOYMENT OPPORTUNITY: The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.