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IT Specialist

Location
Rockville, MD, United States

Posted on
Aug 08,2019

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OverviewnnOpen & closing datesn08/05/2019 to 08/09/2019nServicenCompetitivenPay scale & gradenGS 11 - 12nSalaryn$69,581 to $108,422 per yearnAppointment typenPermanentnWork schedulenFull-TimennLocationnn1 vacancy in the following location:nnMontgomery County, MD 1 vacancynnRelocation expenses reimbursednNonnTelework eligiblenYes as determined by agency policynnDutiesnnSummarynnIf you are an IT Specialist with practical customer support experience and excellent communication and customer service skills, looking to work in a dynamic, clinical environment, please consider working for the NIH as a IT Specialist (Customer Support). Learn more about this agencynnResponsibilitiesnnThe National Institutes of Health (NIH) has vacancies within the following Institutes:nnClinical Center: The Department of Clinical Research Informatics' ideal candidate will possess proven experience as a computer support or call center technician, experience with LAN/WAN networks, thorough knowledge of computer systems and IT components, knowledge of internet security and data privacy principles, and possess excellent troubleshooting and communication skills.nnNational Institute of Nursing Research: The Office of Information Technology's ideal candidate will have experience with remote support tools, experience supporting a lab/clinical environment, and have excellent customer service and communication skills.nnResponsibilities:nDeveloping customer support policies, procedures, and standards.nProviding customer training.nInstalling, configuring, troubleshooting, and maintaining customer hardware and software.nDiagnosing and resolving problems in response to customer reported incidents.nWorking with network specialists, applications developers, and security specialists to prevent recurring problems.nEvaluating specifications and features of new products.nnTravel RequirednnNot requirednnSupervisory statusnNonnPromotion Potentialn12nnRequirementsnnConditions of EmploymentnnU.S. Citizenship requirement or proof of being a U.S. National must be met by closing date.nPosition is subject to a background investigation.nPre-employment medical screening may be required.nMales born after December 31, 1959 must be registered with the Selective Service.nApplicants must meet all qualifications requirements within thirty (30) calendar days of the closing date of this announcement.nPosition is designated as a 'non-emergency/teleworker' position.nnQualificationsnnIn order to qualify for an Information Technology Specialist (Customer Support), GS-2210 position at the GS-11 level, you must:nnA. have completed a Ph.D. or equivalent doctoral degree, in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management OR a Ph.D. degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks, OR 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in one of the areas described above leading to such a degree; ORnnB. have IT related experience demonstrated by paid or unpaid experience obtained in either the private or public sector, and/or completion of specific, intensive training that demonstrates that I possess each of the following four competencies: 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.nANDnhave 1 year of specialized experience equivalent to at least the GS-09 level in the Federal service obtained in either the private or public sector typically gained in the IT field or through performing IT related tasks such as: assisting in diagnosing and resolving IT integration and configuration issues; receiving and responding to customer support IT requests; scheduling and coordinating the acquisition, upgrade, and maintenance of customer workstations; and participating in IT system development projects to meet customer requirements.nnIn order to qualify for an Information Technology Specialist (Customer Support), GS-2210 position at the GS-12 level, you must:nhave IT related experience demonstrated by paid or unpaid experience obtained in either the private or public sector, and/or completion of specific, intensive training that demonstrates that I possess each of the following four competencies: 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.nANDnhave 1 year of specialized experience equivalent to at least the GS-11 level in the Federal service obtained in either the private or public sector typically gained in the IT field or through performing IT related tasks such as: analyzing configurations management processes and procedures and developing and recommending processes, software, and procedures to ensure effective configuration management; assisting in developing customer support policies and procedures for use in providing customer service; performing installation and maintenance on system hardware and software and diagnosing and resolving problems; developing plans and schedules for installation and implementation of new systems; and participating in IT system development projects to meet customer requirements.nnDo not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position.nnExperience 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.nnPreview assessment questionnaire before you apply: ********************************************************nnEducationnnIf you qualify based on education in lieu of specialized experience, you are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed and grades. Unofficial transcripts will be accepted in the application packages. Official transcripts will be required from all selectees prior to receiving an official offer. Click here for information on Foreign EducationnnAdditional informationnnIf you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.nThis position is designated as a 'non-emergency/teleworker' position and the selected candidate will be considered a 'non-emergency/teleworker' employee. In the event of a closure, you must be available to telework or request leave.nA one-year probationary period may be required upon selection/placement.nIf selected, you must pass a pre-employment medical examination.nPHS Commissioned Officers interested in performing the duties of this position within the Commissioned Corps should also apply online to this announcement in order to receive consideration.nWe may make additional selections for similar positions across the entire Department of Health and Human Services (HHS) within the local commuting area(s) identified in this vacancy announcement. By applying, you agree to have your application shared with any interested selecting official(s) at HHS. There is no option to opt-out as your information will not be shared with other hiring agencies outside of HHS.nThe National Institutes of Health participates in the USCIS 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.nThe NIH maintains a tobacco free work environment and campus.nRead morennHow You Will Be EvaluatednnYou will be evaluated for this job based on how well you meet the qualifications above.nTo determine your qualifications and referral status, a review of your resume and supporting documentation may be made and compared against your responses to the vacancy questionnaire. Because your rating is based on both your responses to the questionnaire and documentation you submit, please make sure that your self-ratings are supported by the information you provide in your application. Your qualifications and self-ratings may be verified at any time during the application and selection process through quality review, interview questions, work samples, demonstrations, reference checks, and any other means. Inflated or unsupported qualifications may affect your rating. Any misrepresentation or material omission of facts on the assessment questionnaire or in any other materials you submit in support of your candidacy (including but not limited to the application), or in any oral statements you may make during the selection process shall be sufficient cause to end further consideration of your candidacy. Persons listed as having knowledge of your past accomplishments or experience in your application may be contacted for verification purposes at any time. Verification may, but need not, begin prior to receiving an offer.nnTo be considered well qualified for the purposes of the Career Transition Assistance Program (CTAP) and the Interagency Career Transition Assistance Program (ICTAP), you must substantively exceed the basic qualifications by scoring at least an 85 on the assessment and meet all eligibility, physical, medical, suitability, and all other requirements.nnRead morennBackground checks and security clearancennSecurity clearancenOthernnDrug test requirednNonnPosition sensitivity and risknNon-sensitive (NS)/Low RisknnTrust determination processnCredentialing, Suitability/Fitness,

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