Duties

As a Lead IT Specialist (Customer Support) you will:

Ensure that the organization's strategic plan, mission, vision and values are communicated to the team.
Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues.
Coach the team in the selection and application of appropriate problem-solving methods and techniques.
Lead the team in identifying, distributing and balancing workload and tasks among employees in accordance with established workflow.
Train or arrange for the training of team members in methods and techniques of team building and working in teams to accomplish tasks or projects and provide or arrange for specific administrative or technical training necessary for accomplishment of individual and team tasks.
Monitor and report on the status and progress of work, checking on work in progress, reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines, and quality have been met.
Serve as coach, facilitator and/or negotiator in coordinating team initiatives and in consensus building activities among team members.
Provide expert technical support and assistance to CDC staff in one or more Coordinating Centers and Centers/Institute/Offices (CIOs).

Requirements

Conditions of Employment

Due to the Centers for Disease Control and Prevention's (CDC's) process enhancement to use Shared Certificates throughout the Agency, some of the requirements below may differ:

US Citizenship is required.
Males born after December 31, 1959 must be registered or exempt from Selective Service (see ).
May be subject to a Background/Security Investigation. Security clearance level may differ from the position announced when certificates are shared .
One-year probationary period may be required.
This position may be subject to a Collective Bargaining Agreement.
Time in grade (TIG) must be met within 30 days of the closing date of the announcement.
This position may be subject to the OGE Financial Disclosure requirements of the Ethics in Government Act of 1978 (P.L. 95-521). CDC inspires public confidence in its trust responsibilities and mission by maintaining high ethical principles. If selected, you may be required to complete a Confidential Financial Disclosure Report (OGE Form 450) to determine if a conflict or an appearance of a conflict exists between your financial interest and your prospective position with the agency. If identified, this will be an annual requirement.
In accordance with Executive Order 12564 of September 15, 1986, The Department of Health and Human Services (HHS) is A Drug-Free Federal Workplace. This position may require a Drug Test and be subject to Random Drug Testing. The position may require the submission of a urinalysis to screen for illegal drug use prior to appointment and be subject to reasonable suspicion and post-accident drug testing upon hiring. If required to submit to urinalysis, the appointment to the position will be contingent upon a negative test result.

Qualifications

All qualification requirements must be met by the closing date of the announcement.

Minimum Qualifications:

To qualify at the GS-13 grade level, you must have at least one year of specialized experience at or equivalent to the GS-12 grade level, which must include the following experience: overseeing services to customers as it relate to IT coordination with installing, maintaining desktop software and assisting with software issues. And I have IT-related experience demonstrating each of the four competencies: Attention to Detail, Customer Service, Oral Communication and Problem Solving.

.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.

Education

Copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected.

College or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page .

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. For more information, visit .

Additional information

Telework: This position has been designated as telework eligible and:

May include remote work or telework options, and/or flexible work scheduling. These options may be requested once you have become an employee and you will be required to sign a Workplace Flexibilities Agreement that details remote or telework working conditions and expectations in accordance with the HHS Workplace Flexibilities Policy
For more information visit:

The Federal government, as the largest employer in the Nation, can and should show the way towards achieving drug-free workplaces through programs designed to offer drug users a helping hand, and at the same time demonstrating to drug users and potential drug users that drugs will not be tolerated in the Federal workplace if declared a drug-testing position. The use of illegal drugs, on or off duty, by Federal employees is inconsistent not only with the law-abiding behavior expected of all citizens, but also with the special trust placed in such employees as servants of the public.

Current or Former Political Appointees: Agencies must seek prior approval from the Office of Personnel Management (OPM) before they can appoint a current or recent political appointee to a competitive or non-political excepted service position at any level under the provisions of title 5, United States Code. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, or Non-career SES employee in the executive branch, you MUST disclose that to the Human Resources Office. Failure to disclose this information could result in disciplinary action including removal from Federal Service. Current or Former Political Appointees: Submit SF-50.

Incentives:

Relocation incentive may be authorized.
Student loan repayment incentive may be authorized.
Travel, transportation, and moving expenses may be paid.
PCS Expenses may be authorized, subject to the terms of the Joint Travel Regulation (JTR).

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new window Learn more about federal benefits .

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Additional selections may be made for similar positions across the Department of Health and Human Services (HHS) within the local commuting area(s) of the location identified in this announcement. By applying, you agree to have your application shared with interested selecting official(s) at HHS. Clearance of CTAP/ICTAP will be applied for similar positions across HHS.

The utilization of shared certificates for additional selections within the same geographical area can be made from multiple Centers of the Center of Disease Control and Prevention (CDC) and Agency for Toxic Substance and Disease Registry (ATSDR).

Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):

Hardware Knowledge
Interpersonal Skills
Project Management (2)
Self-Direction
Team Building
Technical and Process Documentation
Technical Credibility

Your application will be rated and ranked among others, based on your responses to the online questions regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position. You should list any relevant performance appraisals and incentive awards within the last 3 years in your resume as that information may be taken into consideration during the selection process.

Once the application process is complete, a review of resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility.

Required Documents

As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

To apply for this position, you MUST submit a complete Application Package which includes the following. Note: All documents must be in English.

1. Resume - Must reflect name, work schedule, hours worked per week, dates (month/year) of employment and duties performed. Must reflect pay plan, series and grade, i.e., GS-0301-9.

Dos and Don'ts:

Cover Letter is optional.

2. Transcripts (not required): You may submit an unofficial transcript. An official transcript from an accredited educational institution is required if you are selected.

3. Career Transition Assistance Plan (CTAP)

Supporting documentation i.e., Reduction in Force (RIF) notice or Certificate of Expected Separation (CES), AND most recent:
Annual performance appraisal
SF-50 (Notification of Personnel Action)

4. Standard Form 50 (SF-50):

SF-50(s) (Notification of Personnel Action/equivalent) which reflect the following:
Current grade and service status (SF-50 block 34 "position occupied" reflects "1" and block 24 "tenure" reflects "1" or "2".)
Highest grade held on a permanent basis
If you currently hold or previously held a General Schedule (GS) or equivalent position within the last 12 months and are applying for a position advertised at a higher grade level, you MUST submit a SF-50 that shows you have held the next lower GS grade level or equivalent for at least one year:
SF-50s that have an effective date within the past year may not clearly show you meet the one-year time-in-grade requirement
Within-Grade/Rate-Increase (WGI/WRI) SF-50s OR SF-50s that have an effective date outside the past year demonstrate you meet the time-in-grade requirements
Note: You may need to submit multiple SF-50s to support your eligibility unless all the above requirements are met on one SF-50. If your SF-50(s) does not provide the information needed, you may be found ineligible for the position.

5. Performance Appraisal: Most recent performance appraisal (dated within last 3 years) showing the official rating of record signed by a supervisor or statement why the performance appraisal is unavailable. You may also list any incentive awards received within the last 3 years on the resume or separate document.

6. USPHS Commissioned Corps:

Active-Duty PHS officer:
Latest duty station/assignment Personnel Order (PHS-7063). Please remove your SSN where listed.
Call-To-Active Duty (CAD) Candidate:
Professional & Medical Boarding notifications stating recommended for appointment and physically/medical qualified.

Failure to submit any of the above-mentioned required documents will result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted .

For additional requirements review

For Résumé and Application Tips visit:

How to Apply

To Remain An Active Duty USPHS Commissioned Corps Officer

Join highly qualified public health professionals as part of the U.S. Public Health Service (USPHS) Commissioned Corps. Overseen by the U.S. Surgeon General, the USPHS Commissioned Corps is one of eight uniformed services -and the only one dedicated solely to protecting, promoting, and advancing America's public health. You will be part of an elite and diverse team of professionals essential to public health leadership and exemplary public service.
PHS Officers interested in performing the duties of this position with the Commissioned Corps, you are welcome to apply and receive a courtesy referral. Note that a courtesy referral is not a competitive civil service process and does not provide civil service status for the selected employee. Click Here for the comparison chart of Commissioned Corps ranks to civil service, which advises you on potential billet rankings.

To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.

Complete application package must be submitted by 11:59 PM (EST) on the closing date, 04/19/2024, of this announcement to receive consideration.

To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.

To verify the status of your application, log into your USAJOBS account ( ), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: .

If you are unable to apply online:

Applicants external to CDC - Contact the CDC Helpdesk by phone (770) 488-1725 or email HRCS@CDC.GOV .
Applicants internal to CDC - Contact the OHR Service Desk .

Applicants are strongly encouraged to apply online. Applying online, through your USAJOBS account, will expedite the application process and allow you to check your application. If you utilize the Alternate Application method, your USAJOBS account will not display this application or status updates related to this application.

To view the questionnaire, click on the following link:

Agency contact information

CDC HELPDESK

Phone

(770) 488-1725

Email

HRCS@CDC.GOV

Address

OCOO-OCIO-CEO-CUSTOMER ASSISTANCE BRANCH
1600 CLIFTON RD NE
ATLANTA, GA 30333
US

Learn more about this agency

Next steps

Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. The most highly qualified candidates will be referred to the hiring manager for further consideration and possible interview. We expect to make a selection within 45 days of the closing date of this announcement. You will receive notice via email once this process is completed (generally 4-6 weeks).

HHS has a critical preparedness and response mission: HHS protects the American people from health threats, researches emerging diseases, and mobilizes public health programs with domestic and international partners. In support of this mission, HHS offers its employees the opportunity to volunteer to become Federal Civilian Detailees and contribute their unique skills through voluntary temporary assignments to humanitarian emergencies or Departmental priorities countering new and emerging health, safety, and security threats.

Fair and Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity (EEO) Policy
Reasonable accommodation policy
Financial suitability
Selective Service
New employee probationary period
Signature and false statements
Privacy Act
Social security number request