Supervisory IT Specialist (CUSTSPT)

Summary
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About the Position: Serves as the Chief of the Customer Support Branch and principle assistant to the Chief, Information Management Division, with responsibility for technical and administrative supervision of the system administration and help desk of the MTF and its environment. Directly responsible for Tier II support, operations, repair, training, and security functions, and planning.

This is a Direct Hire Solicitation

Learn more about this agency

This job is open to
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The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Duties
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• Provides direct supervision for subordinates within the Customer Support Branch directly responsible for Tier I/II support.


• Develops, coordinates, and integrates technical and support procedures to meet the needs and conditions of changing hardware, software, and network configurations in a healthcare environment.


• Coordinates with Defense Health Agency (DHA), Defense Health Network (DHN), Medical Readiness Command (MRC), Theatre Medical Command (TMC), and Defense Healthcare Management Systems Modernization (DHMSM) stakeholders for implementation of projects.


• Analyzes, develops, and recommends the establishment of standards and procedures or system implementation and technical support for DHA and Department of Defense (DoD) mandated systems.


• Plans, develops, implements, and oversees equipment lifecycle management plans and activities to ensure maximum use and impact in a healthcare environment.


• Utilizes various data collection, data mining, and trend analysis techniques to identify, evaluate, and measure clinical user requirements and improve technical support services to clinical and administrative users.


• Collaborates with cybersecurity stakeholders to develop and implement sustainment plans to ensure compliance with Risk Management Framework (RMF) governance and ensure end user systems meet standard configuration requirements.


• Ensures effective top\-down communications of program requirements, changes, and other issues that affect automation support, such as equipment, space, personnel, and training.

Conditions of employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.


• Male applicants born after December 31, 1959 must complete a Pre\-Employment Certification Statement for Selective Service Registration.


• You will be required to provide proof of U.S. Citizenship.


• Applicants must comply with the Exceptional Family Member Program requirements as outlined in the DoD Instruction 1315\.19\.


• Must be able to satisfy the requirements of the 26JUL12 DODI 1400\.25 V1230, DoD Civilian Personnel Management System: Employment in Foreign Areas and Employee Return Rights. Visit https://www.esd.whs.mil/DD/DoD\-Issuances/140025/.


• Direct deposit of pay is required.


• U.S. citizens overseas under ordinarily resident status are not eligible for appointment under the Status of Forces Agreement.


• This position is subject to screening and update of required immunizations.


• This position has a mandatory annual seasonal influenza immunization requirement and is therefore subject to annual seasonal influenza vaccinations in accordance with Department of Defense Instruction (DoDI) 6205\.02\.


• This position requires the completion of a pre\-employment Physical Examination and an annual examination thereafter to ensure the continued, required level of physical health and ability or fitness to perform the duties of the position.


• This position requires you to be able to obtain and maintain a determination of eligibility for a Secret security clearance of access for the duration of employment which includes a background investigation and credit check.


• This position requires a one year probation to assess your ability to perform supervisory duties unless previously completed.


• This position requires Temporary Duty (TDY) or business travel approximately 5% of the time away from your permanent duty station.


• This position requires licence/certification as outlined in DoD Manual 8140\.03


• This position requires you to be able to lift up to 30 pounds

Qualifications

Who May Apply: US Citizens

In order to qualify, you must meet the experience requirements described below. 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). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document.

To qualify for this position you must meet the qualification requirements listed below:

Specialized Experience: One year of specialized experience equivalent to the GS\-11 grade level in the Federal service which includes performing technical, analytical, and advisory functions related to the planning, development, implementation, integration, and sustainment of hardware, software, and network systems; coordinating site preparation and equipment procurement; installing, configuring, and testing systems for compatibility; resolving complex hardware, software, and network issues; conducting systems analysis; developing technical standards and procedures; and evaluating help desk performance.

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:

(1\) Attention to Detail \- Is thorough when performing work and conscientious about attending to detail. Examples of IT\-related experience demonstrating this competency include: completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others.

(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. Examples of IT\-related experience demonstrating this competency include: resolving routine and non\-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation.

(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. Examples of IT\-related experience demonstrating this competency include: convincingly conveying complex information to customers; presenting thoughts that are well\-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information.

(4\) Problem Solving \- Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT\-related experience demonstrating this competency include: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate.

Education

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone\-no substitution of education for experience is permitted.

Additional information

• This position requires a 1 year probationary period during which the agency evaluates your fitness and whether your continued employment advances the public interest. In making this determination, the agency may consider your performance and conduct; agency needs and interests; whether your continued employment supports organizational or Government goals; and whether it promotes the efficiency of the Federal service. Continued employment requires written certification that it advances the public interest.


• Locality pay does not apply in the overseas area.


• If an employee brings a child to an overseas location and that child is entitled to attend a DoD school on a space\-required basis in accordance with DoDEA Regulation 1342\.13, the DoDEA and the Military Department responsible for providing related services will ensure that the child, if eligible for special education,

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