Supervisory Information Technology Specialist (CUSTSPT)
What you'd do
This vacancy is for a GS - 2210 - 12, Supervisory Information Technology Specialist (CUSTSPT) located in the Department of Homeland Security, U.S. Coast Guard, CSC INFORMATION SYSTEMS DIVISION in CHESAPEAKE, Virginia.
Major duties
You will serve as a Supervisory Information Technology Specialist (CUSTSPT) and be responsible for serving as the first line supervisor for the Coast Guard Exchange System (CGES) Helpdesk. The helpdesk provides front-line IT support across CGX stores, CSC, and remote field operations across the nation. Responsible for daily leadership, planning, and technical oversight of helpdesk operations. Being a Coast Guard civilian makes you a valuable member of the Coast Guard team. Typical work assignments include: Supervising the delivery of Tier 1, 2, and 3 technical support services across the enterprise, ensuring timely, effective resolution of user issues while overseeing Helpdesk personnel, managing workloads, coordinating escalations, and aligning support operations with CGES IT policies and service standards. Overseeing and coordinating the installation, configuration, and operational readiness of servers, computers, Point-of-Sale (POS) systems, network printers, routers, Wi-Fi equipment, and other peripherals across the enterprise, ensuring standardization and adherence to IT deployment protocols. Supervising and ensuring the accurate documentation of Helpdesk tickets, guiding troubleshooting efforts, and providing oversight for resolving customer hardware and software issues for both internal and external users. Overseeing telecommunications support by providing guidance and resolving issues related to voice, data, and wireless communications across the enterprise network. Overseeing the implementation and enforcement of security measures to ensure the confidentiality, integrity, and availability of IT systems, networks, and data in accordance with applicable cybersecurity policies, procedures, and controls. Mandatory training is required which must be successfully completed and other training may occur as necessary for success in the position. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Reasonable Accommodation Information
What you need to qualify
To qualify at the GS-12 grade level, your resume must demonstrate at least one (1) full year of specialized experience equivalent to at least the GS-11 grade level in the federal sector. Specialized experience is experience that has equipped you with the ability, skill, and knowledge to successfully perform the duties of this position and is typically in or related to this line of work. Examples of specialized experience include performing the following types of tasks on a regular basis. Responsible for planning, directing, and supervising the delivery of Tier 1, Tier 2, and Tier 3 technical support services across an enterprise environment. Responsible for coordinating IT customer support activities involving the documentation, tracking, and resolution of hardware, software, and peripheral device issues for internal and external customers. Responsible for providing supervisory oversight and technical leadership for enterprise telecommunications support services, ensuring the reliable operation and maintenance of voice, data, and wireless communication systems. Responsible for assisting in the implementation and enforcement of cybersecurity policies and procedures to help ensure the confidentiality, integrity, and availability of IT systems, networks, and data. NOTE: All experience statements (i.e., duties, specialized experience, or related applicable assessment) copied from this announcement and pasted into your resume will not be considered as a demonstration of your qualifications for this position. NOTE: Education cannot be substituted for experience at this grade level. National Service Experience (i.e., volunteer experience): 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.
Before you apply
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