This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Supervisory IT Specialist (CUSTSPT)

Department:Department Of Commerce

Agency:National Telecommunications and Information Administration

Job Announcement Number:NTIA-OPCM-2013-0018

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.


$89,033.00 to $115,742.00 / Per Year


Tuesday, April 30, 2013 to Tuesday, May 07, 2013




Full-time - Permanent




FEW vacancies - Washington, DC, USView Map


All qualified U.S. citizens.


The National Telecommunications and Information Administration (NTIA) is the President's principal advisor on telecommunications and information policy issues.  NTIA represents the Executive Branch in both domestic and international telecommunications and information policy activities.  NTIA also manages the Federal use of the radio spectrum, performs cutting-edge telecommunications research and engineering, and administers infrastructure and public telecommunications facilities grants.


This position is also being announced concurrently under Merit Assignment Procedures(MAP)vacancy number: NTIA-OPCM-2013-0019.  Applicants who wish to be considered under MAP must apply to both vacancies separately.


This position is located in the Customer Support/IT Operations Branch (Customer Support/ITOB) of the Information Technology Division (ITD), Office of Policy Coordination and Management (OPCM), National Telecommunications and information issues.  OPCM is responsible for many of NTIA's operational management functions.  ITD is responsible for providing the automated data processing support necessary to carry out NTIA's mission. 


This position will serve as an IT specialist and Supervisor on the Customer Support (Help Desk) Team, performing a variety of work involved in planning and delivery of asset management and customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.  Assignments require developing and interpreting policies, procedures, and strategies governing the planning and delivery of Help Desk services throughout NTIA; providing expert technical advice, guidance, and recommendations to management and other technical specialists on critical IT issues; and managing the day to day workload of all Help Desk activities and team members.


  • You must be a U.S. citizen.
  • You must be suitable for Federal employment.
  • You must be registered for Selective Service (, if applicable.
  • Relocation expenses will not be paid.
  • You must be able to obtain Secret Security clearance.


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This position will serve as an IT specialist and Supervisor on the Help Desk Team, performing a variety of work involved in planning and delivery of asset management and customer support services, including:

  • Troubleshoots, assigns and resolves Level I, II and III trouble tickets related to technical difficulties with hardware, software, and the network. 
  • Documents, tracks and monitors open tickets to ensure a timely resolution.
  • Verifies with the customer that the issue has been resolved and updates the ticketing system.
  • Plans, designs, coordinates, and oversees the configuration, installation, maintenance, asset management, and operation of all computer workstations, and related office automation support services within the NTIA network.
  • Administers help desk software.
  • Ensures NTIA’s information technology operations comply with all applicable information technology security requirements.
  • Develops, or assists in developing, NTIA information technology policies, guidelines, and plans.
  • Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
  • Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.
  • Builds and tests machine images to be deployed throughout NTIA.
  • Trains helpdesk staff on operational procedures and troubleshooting techniques.
  • Provides training on new hardware and/or software applications as requested.
  • Oversees creation and deletion of user accounts, and management of access controls based on NTIA policies.
  • Able to use, teach & troubleshoot Microsoft operating systems, and Microsoft Office applications (Excel, Outlook, PowerPoint, and Word)
  • Communicates orally and in writing with the customer base and management on a variety of topics affecting the operation of ITD and the level of service being delivered.
  • Plans work to be accomplished by Help Desk technicians, sets and adjusts short-term priorities, and prepares schedules for completion of work.
  • Assigns work to Help Desk technicians based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
  • Evaluate work performance of subordinates.
  • Gives advice, counsel, or instruction to employees on both work and administrative matters.
  • Identifies developmental and training needs of employees, providing or arranging for needed development and training.
  • Finds ways to improve production or increase the quality of the work directed.


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This position is advertised at the GS-13 grade level.  Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Individuals must have IT-related experience demonstrating each of the four competencies listed below.

  1. Attention to Detail - Experience in overseeing equipment installation or relocation and testing processes
  2. Customer Service - Experience delivering training and user support to customers
  3. Oral Communication - Ability to communication orally with diverse customers and lead others.
  4. Problem Solving - Experience monitoring Help Desk functions and successfully resolving requests for general Help Desk assistance 

AND,  applicants MUST possess least one year or 52 weeks of specialized experience comparable in difficulty and responsibility to the next lower grade level (GS-12 or equivalent pay band) in the Federal service. Specialized experience is defined as experience in a help desk operation installing and supporting Windows XP, Windows 7, Active Directory, Microsoft Office, PC development, Remote User Networking, VPN. Citrix help desk/service desk software, cloud based services such as Microsoft Office 365, support mobility programs including Mobile Device Management, Bring your Own Device and upgrade/deployment/refresh of mobile device platforms (Blackberry, iPhone, iPad, Android devices, etc.)


 Qualification requirements in the vacancy announcement are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook, which contains federal qualification standards.  This handbook is available on the Office of Personnel Management website located at

  This position requires the incumbent to obtain and maintain a SECRET clearance.


We will review your resume, optional cover letter and supporting documentation to determine if you meet the minimum qualifications for the position. If you meet the minimum qualifications stated in the vacancy announcement, we will compare your resume, optional cover letter and supporting documentation to your responses on the scored occupational questionnaire (True/False, Yes/ No, Multiple Choice questions) and place you in one of three pre-defined categories. These categories are "gold," "silver," and "bronze." However, your resume and/or optional cover letter must support your responses to the scored occupational questionnaire, or your score may be lowered.   The best qualified candidates placed in the "gold" category will be identified for referral to the hiring manager and may be invited for an interview.

How you will be evaluated for preference eligibility: Within each category, those entitled to veterans' preference will be listed at the top of the pre-defined category for which they are placed.  Preference eligibles with a service-connected disability of 10% or more will be listed at the top of the highest quality category (gold) depending on the position and grade level of the job.

The scored occupational questionnaire will evaluate you on the following competencies; please do not provide a separate written response:


1. Skill in overseeing/performing equipment installation or relocation, testing and acceptance and general troubleshooting processes.

2. Ability to function/act as a technical authority in all assignments.

3. Skill in developing test, deployment and implementations plans and providing training and general user support for new and emerging technology.

4. Knowledge in answering technical questions from users about agency standard hardware and software, and provides user training when necessary.   


For more information on category rating, please go to:

To preview questions please click here.


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The Department of Commerce offers a comprehensive benefits package.  Explore the benefits offered to most federal employees at


 ICTAP candidates will be eligible if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a rating of 85 out of 100.  Information about ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at:

ICTAP applicants MUST submit the following documents:

 1.   A copy of your RIF separation notice, notice of proposed removal for failure to relocate, notice of disability annuity termination, or certification from the National Guard Bureau or Military Department that you are eligible for disability retirement.

 2.  A copy of your SF-50 "Notification of Personnel Action", documenting your RIF separation, noting your positions, grade level, and duty location, and/or Agency certification of inability to place you through RPL.

 3.  A copy of your latest performance appraisal including your rating; and

 4.  Any documentation from your agency that shows your current promotion potential.

The following links provide information on how you may be eligible for various hiring authorities:

- Veterans Recruitment Act (VRA): 

- Veterans Employment Opportunities Act (VEOA):

- 30% or more disabled veterans: 

- Persons with disabilities:

- Career Transition Assistance Plan (CTAP):

- Interagency Career Transition Assistance Plan (ICTAP):

- The Department of Commerce provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the Human Resources Office. The decision on granting reasonable accommodation will be on a case-by-case basis. TTY users can contact the Human Resources Office via the Federal Relay Service, 1-800-877-8339.


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Your complete application, including required documents, must be received by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement.

To apply on-line, you must complete and submit an application by accessing the USAJOBS website at To begin, click the Apply Online button near on the right side of this screen and follow the prompts to register into your USAJOBS account, answer the questions, and submit all required documents.

To return to your saved application, log in to your USAJOBS account at and click on "Application Status." Click on the position title, and then select Apply Online to continue.

If you have problems completing your on-line application, including problems submitting your supporting documents, please contact the Help Desk by e-mail at or phone at 866-656-6831. The help desk is available Monday-Friday, 7:00 a.m. to 7:00 p.m. ET.

For instructions on submitting your application in another format please contact: Christine Covington at 202.482.3041 or


A complete application consists of the following:

  • Resume showing relevant experience; cover letter optional.  Your resume must indicate your citizenship and if you are registered for Selective Service if you are a male born after 12/31/59. Your resume should also list your educational and work experience including the dates (mm/dd/yy) of each employment along with the number of hours worked per week. Your resume may be used to validate your responses to the scored occupational questionnaire.

  • Veterans' Preference documentation.  Please indicate on your resume the type of veterans' preference you are claiming and provide the appropriate supporting documentation (DD-214 stating disposition of discharge or character of service, VA letter, SF-15, etc.) to validate your claim. For more information regarding eligibility requirements, please go to:

  • Interagency Career Transition Assistance Plan (ICTAP) documentation.  If applicable, see Other Information.

You are not required to submit official documents at this time; copies are sufficient.


Christine Covington
Phone: 202-482-3041
Fax: 571-258-4052
Agency Information:
1401 Constitution Ave NW
Room 7412
Attn: Human Resources
Washington, DC
Fax: 571-258-4052


You will be notified of your application status through USAJOBS at four points during the hiring process, as applicable. You can check the status of your application by accessing the USAJOBS website at and clicking on "Track Your Online Application." The four points of notification are:

1.  Application Received or Application Incomplete;

2.  Minimum Qualification Requirement Met or Minimum Qualification Requirement Not Met;

3.  Eligible (Application Referred to the Selecting Official) or Eligible (Application Not Referred to the Selecting Official); and

4.  Selected or Not Selected.

By submitting your application, you are certifying the accuracy of the information contained in your application. If you make a false statement in any part of your application, you may not be hired; you may be terminated after you begin work; or, you may be fined or jailed. After making a tentative job offer, we will conduct a suitability/security background investigation.

You will be required to submit official documentation prior to appointment. The agency will then verify the information provided on your application (i.e., degree, veterans' preference, disability, etc.).

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