Skip to content

Supervisory Information Technology Specialist (Customer Support) (Temporary Position Nte 1 Year)

Full-time
Remote
$136,908 – $183,500 Per Year
Closing on Aug 11, 2023

About Immigration and Customs Enforcement

The Department of Homeland Security (DHS) is calling on those who want to help protect American interests and secure our Nation. DHS components work collectively to prevent terrorism; secure borders and our transportation systems; protect the President and other dignitaries; enforce and administer immigration laws, safeguard cyberspace; and ensure resilience to disasters. We achieve these vital missions through a diverse workforce spanning hundreds of occupations. Make an impact; join DHS. The mission of U.S. Immigration and Customs Enforcement (ICE) is to protect America from the cross-border crime and illegal immigration that threaten national security and public safety. ICE focuses on smart immigration enforcement, preventing terrorism, and combating the illegal movement of people and goods. ICE is the principal investigative arm of DHS and the second largest investigative agency in the federal government. Created in 2003, through a merger of the investigative and interior enforcement elements of the U.S. Customs Service and the Immigration and Naturalization Service, ICE has more than 20,000 employees in more than 400 offices in the United States and around the world. ICE is a key component of the DHS layered approach to protecting our nation from a wide range of threats. For additional information about ICE and career opportunities, please visit www.ice.gov.

Location:
Anywhere in the U.S. (remote job)
Requires Relocation:
No
Start Date:
07/08/2023
End Date:
11/08/2023
Offering Type:
Permanent
Hiring Paths:
Internal to an agency - appears on USAJOBS
Service Type:
Competitive
Travel Percentage:
25% or less

Job summary

View Common Definitions of terms found in this announcement. Organizational Location: This position is located in the Department of Homeland Security, Immigration and Customs Enforcement, Office of the Chief Information Officer, in Anywhere in the U.S. (remote job). This is a non-bargaining unit position.

Major duties

As a Supervisory Information Technology Specialist (Customer Support) you will lead a unit responsible for the planning and delivery of customer support services including installation, configuration, troubleshooting, customer assistance and training. Specifically, you will: Coordinate and oversee work of a Customer Service unit through subordinate supervisors and team leaders. Lead quick response teams in response to customer service catastrophic events. Oversee the implementation of new customer support systems and services. Consult with experts and peers in other specialty areas to develop action plans.

Qualification

Please limit your resume to 5 pages. If more than 5 pages are submitted, only the first 5 pages will be reviewed to determine your eligibility/qualifications. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position. Basic Qualifications: In order to meet basic qualifications for GS-2210 positions, individuals must have IT-related experience demonstrating each of the competencies defined below: Attention to Detail: Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving: Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Your application package should demonstrate this experience. Examples of demonstration include; Attention to Detail: Directing, coordinating and overseeing work through subordinate supervisors or team leaders. Customer Service: Exercising significant authority in dealing with officials of other units/organizations and advising management officials of higher rank on operational issues while marketing an IT organization as a trusted partner for mission/technology convergence. Oral Communication: Ensuring that an IT organization's strategic plan, mission, vision and values are communicated to subordinates and are integrated into the team's strategies, goals, objectives, work plans and work products and services. Problem Solving: Providing oversight of work methods, practices, and procedures; including the selection and application of appropriate problem-solving methods and techniques. Specialized Experience: In addition to demonstrating the basic qualifications listed above, applicants must also demonstrate possession of specialized experience. You qualify for the GS-15 grade level if you possess one (1) year of specialized experience at the GS-14 grade level or equivalent performing duties such as: Serving as a client manager working directly with customer organizations. Overseeing the delivery of customer support services including installation, configuration, troubleshooting, and providing customer assistance in response to customer requirements; Participating on quick response teams in responding to customer service problems resulting from catastrophic events. Developing strategies for achieving excellence in service delivery. Qualification requirements must be met by the closing date of this announcement. Qualification claims will be subject to verification. 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. Current or Former Political Appointees: 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. The Department of Homeland Security encourages persons with disabilities to apply, to include persons with intellectual, severe physical or psychiatric disabilities, as defined by 5 CFR 213.3102(u), and/or Disabled Veterans with a compensable service-connected disability of 30 percent or more as defined by 5 CFR 315.707. Veterans, Peace Corps, VISTA volunteers, and persons with disabilities possess a wealth of unique talents, experiences, and competencies that can be invaluable to the DHS mission. If you are a member of one of these groups, you may not have to compete with the public for federal jobs. To determine your eligibility for non-competitive appointment and to understand the required documentation, click on the links above or contact the Servicing Human Resources Office listed at the bottom of this announcement.

Evaluations

We will review your resume and supporting documentation to ensure you meet the minimum qualification requirements. If you meet the minimum qualifications, your experience, education, and training will be rated using an Assessment Questionnaire that is based on the following competencies or knowledge, skills, and abilities needed to perform this job: Customer Service Decision Making Influencing/Negotiating Information Technology Performance Assessment Leadership Performance Measurement Problem Solving Technical Competence Based on your responses, you will receive a score from the Assessment Questionnaire between 70 and 100. If you are best qualified, you may be referred to the hiring manager for consideration and may be called for an interview. Interviews may be required for this position. Failure to complete the interview may result in removal from further consideration. Due weight will be given to performance appraisals and incentive awards in merit promotion selection decisions in accordance with 5 CFR 335.103(b)(3). Pursuant to Executive Order 12564, and the DHS Drug-Free Workplace Plan, ICE is committed to maintaining a drug-free workplace and, therefore, personnel in safety- or security-sensitive positions (testing designated positions) are subject to random drug testing. Moreover, other drug testing of employees (e.g., reasonable suspicion drug test) may be conducted in order to ensure a safe and healthy work environment. All applicants tentatively selected for employment at ICE are subject to pre-employment drug testing and a final offer of employment is contingent upon a negative drug test result.