Lead IT Specialist (CustSpt)
What you'd do
Join the NIH's Clinical Center as a Lead IT Specialist and help power the technology that supports world-class clinical research and patient care. Lead a skilled support team, drive impactful IT initiatives, solve complex technical challenges, and shape customer-focused technology solutions across a dynamic healthcare and research environment. This role offers leadership, innovation, and the opportunity to make a meaningful mission-driven impact.
Major duties
Leads a team of Information Technology (IT) specialists providing desktop and customer support services in a clinical research environment by assigning work, establishing priorities, monitoring progress, and providing technical guidance and mentoring to team members. Coordinates and oversees daily IT operations to ensure the availability, performance, and reliability of desktop systems, servers, backups, and customer support services while maintaining continuity of operations. Analyzes customer requirements and evaluates hardware, software, and system configurations to recommend, implement, and support IT solutions that meet organizational needs. Installs, configures, troubleshoots, and maintains computer hardware, operating systems, software applications, and network-connected devices to resolve complex technical issues. Develops and implements customer support policies, procedures, service standards, and knowledge management resources to improve service delivery and customer satisfaction. Collaborates with network engineers, application developers, cybersecurity personnel, and the NIH IT Service Desk to resolve complex system integration and configuration issues and prevent recurring problems. Evaluates emerging technologies through product comparisons, compatibility testing, and cost-benefit analyses, and provides recommendations for future IT implementations. Ensures compliance with information security and information assurance policies while supporting enterprise IT systems and customer computing environments. Provides customer training, manages service level performance metrics, and prepares reports to improve operational efficiency and support organizational objectives.
What you need to qualify
In order to qualify for a Lead Information Technology Specialist (Customer Support), GS-2210 position at the GS-12 level, you must 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 all of the following four competencies: 1. Attention to Detail - is thorough when performing work and conscientious about attending to detail; and 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; and 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; and 4. Problem Solving - identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND 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: 1. Analyzing configuration management processes and procedures and developing and recommending processes, software, and procedures to ensure effective configuration management; 2. Assisting in the development of customer support policies and procedures for use in providing customer service; 3. Performing installation and maintenance on system hardware and software, including diagnosing and resolving related problems; 4. Developing plans and schedules for the installation and implementation of new systems; and 5. Participating in IT system development projects to meet customer requirements. You will receive credit for all experience material to the position, including experience gained in religious, civic, welfare, service, and organizational activities, regardless of whether you received pay. Do not copy and paste the duties or specialized experience from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position. We may verify or assess your qualifications at any time. Inflated or unsupported qualifications may affect your rating. Any misrepresentation or material omission of facts may be sufficient cause to end further consideration of your candidacy. Persons listed as knowing your past accomplishments or experience in your application may be contacted for verification purposes at any time. Verification may, but need not, begin before receiving an offer. Preview application questionnaire before you apply: https://apply.usastaffing.gov/ViewQuestionnaire/13004439
Before you apply
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