About this role
Job SummaryThis 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.
QualificationsTo 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.
Major DutiesYou 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 InformationRequirementsAll qualification requirements must be met by the closing date of the announcement. Do NOT include the following types of information in your resume: Social Security Number (SSN) Date of Birth (DOB) Photos of yourself (if included on your resume you will not be considered for this position) Personal information: such as age, gender, religious affiliation, etc. Key Requirements: Must be a U.S. Citizen. Must be registered or exempt from the Selective Service. See www.sss.gov A one-year probationary period may be required. Under provisions of the Civil Service Reform Act, first time supervisors and/or managers will be required to serve a one-year probationary period. To ensure the accomplishment of our mission, DHS requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation. This position requires a Secret clearance. This is not a Bargaining Unit position. Time-in-Grade requirement must be met by the closing date of the vacancy. All Federal employees are required to have Federal salary payments made by direct deposit. The Office of Personnel management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule, C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.