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Lead IT Specialist (CustSpt)

Department of Health and Human Services
National Institutes of Health
Clinical Center, Department of Clinical Research Informatics (DCRI)

Summary

Join the NIH's Clinical Center as a Lead IT Specialist and help power the technology that supports world-class clinical research and patient care. Lead a skilled support team, drive impactful IT initiatives, solve complex technical challenges, and shape customer-focused technology solutions across a dynamic healthcare and research environment. This role offers leadership, innovation, and the opportunity to make a meaningful mission-driven impact.

Overview

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Posted today · Apply by 07/27/26
Due by 11:59 p.m. ET on July 27, 2026
Location
1 vacancy in the following location:
Work site options
Telework eligible
Yes—as determined by the agency policy.
Remote job
No
Relocation expenses reimbursed
No
Salary
$102,415 - $133,142 per year
Pay scale & grade
GS 12
Promotion potential
12
Pay scale and grade determines the salary of the job.
Work schedule
Full-time
Travel Required
Not required
Appointment type
Permanent
Occupations and job series
Supervisory status
No
Federal service type
This job is in the Competitive Service
Represented by a union
No
Drug test
No
Security clearance
Other
Position sensitivity and risk
Moderate Risk (MR)
Jobs require a background check and some require a security clearance. The type depends on the job.
Background check type
Financial disclosure required
No
Some jobs require financial disclosure to identify conflicts of interests.
Announcement number
NIH-CC-MP-26-13004439
Control number
876996200

Duties

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  • Leads a team of Information Technology (IT) specialists providing desktop and customer support services in a clinical research environment by assigning work, establishing priorities, monitoring progress, and providing technical guidance and mentoring to team members.
  • Coordinates and oversees daily IT operations to ensure the availability, performance, and reliability of desktop systems, servers, backups, and customer support services while maintaining continuity of operations.
  • Analyzes customer requirements and evaluates hardware, software, and system configurations to recommend, implement, and support IT solutions that meet organizational needs.
  • Installs, configures, troubleshoots, and maintains computer hardware, operating systems, software applications, and network-connected devices to resolve complex technical issues.
  • Develops and implements customer support policies, procedures, service standards, and knowledge management resources to improve service delivery and customer satisfaction.
  • Collaborates with network engineers, application developers, cybersecurity personnel, and the NIH IT Service Desk to resolve complex system integration and configuration issues and prevent recurring problems.
  • Evaluates emerging technologies through product comparisons, compatibility testing, and cost-benefit analyses, and provides recommendations for future IT implementations.
  • Ensures compliance with information security and information assurance policies while supporting enterprise IT systems and customer computing environments.
  • Provides customer training, manages service level performance metrics, and prepares reports to improve operational efficiency and support organizational objectives.

Requirements

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Conditions of employment

  • U.S. Citizenship requirement or proof of being a U.S. National must be met by closing date.
  • Employment is subject to the successful completion of a background investigation, verification of qualifications, completion of onboarding forms, submission of required documents, and any other job-related requirement before or after appointment.
  • Applicants must meet all qualifications requirements within thirty (30) calendar days of the closing date of this announcement, including time in grade.
  • Males born after December 31, 1959 must be registered with the Selective Service.
  • The National Institutes of Health participates in the USCIS Electronic Employment Eligibility Verification Program (E-Verify). E-Verify helps employers determine employment eligibility of new hires and the validity of their Social Security numbers.
  • The NIH maintains a tobacco free work environment and campus.
  • Must be able to perform the essential duties of the position, with or without reasonable accommodation.
  • Based on your appointment, a one or two-year trial/probationary period may be required. A decision regarding your continued employment with NIH will be made as you near the end of this period.
  • If selected, you must pass a pre-employment medical examination, provide evidence of immunization, and be free from communicable diseases.

Qualifications

In order to qualify for a Lead Information Technology Specialist (Customer Support), GS-2210 position at the GS-12 level, you must have IT related experience demonstrated by paid or unpaid experience obtained in either the private or public sector, and/or completion of specific, intensive training that demonstrates all of the following four competencies:

1. Attention to Detail - is thorough when performing work and conscientious about attending to detail; and
2. 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; and
3. 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; and
4. Problem Solving - identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

AND

1 year of specialized experience equivalent to at least the GS-11 level in the Federal service obtained in either the private or public sector typically gained in the IT field or through performing IT related tasks such as: 1. Analyzing configuration management processes and procedures and developing and recommending processes, software, and procedures to ensure effective configuration management; 2. Assisting in the development of customer support policies and procedures for use in providing customer service; 3. Performing installation and maintenance on system hardware and software, including diagnosing and resolving related problems; 4. Developing plans and schedules for the installation and implementation of new systems; and 5. Participating in IT system development projects to meet customer requirements.

You will receive credit for all experience material to the position, including experience gained in religious, civic, welfare, service, and organizational activities, regardless of whether you received pay.

Do not copy and paste the duties or specialized experience from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position.

We may verify or assess your qualifications at any time. Inflated or unsupported qualifications may affect your rating. Any misrepresentation or material omission of facts may be sufficient cause to end further consideration of your candidacy. Persons listed as knowing your past accomplishments or experience in your application may be contacted for verification purposes at any time. Verification may, but need not, begin before receiving an offer.

Preview application questionnaire before you apply: https://apply.usastaffing.gov/ViewQuestionnaire/13004439

Education



Additional information

  • This position is designated as a Tier 2 "non-emergency/teleworker" position and the selected candidate will be considered a "non-emergency/teleworker" employee. In the event of a closure, you must be available to telework or request leave.
  • A newly appointed or reappointed individual may receive a recruitment incentive. Recipients will be determined on a case-by-case basis based on organizational need, specific case justification, and budget limitations. PHS Commissioned Officers interested in performing the duties of this position within the Commissioned Corps should apply online to this announcement to receive consideration.
  • A newly appointed or reappointed individual may receive a recruitment incentive. Recipients will be determined on a case-by-case basis based on organizational need, specific case justification, and budget limitations. PHS Commissioned Officers interested in performing the duties of this position within the Commissioned Corps should apply online to this announcement to receive consideration.
  • PHS Commissioned Officers interested in performing the duties of this position within the Commissioned Corps should apply online to this announcement to receive consideration.
  • Visit Help Applying for helpful information on the application process.
  • 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 here: Reasonable Accommodation Information.
  • Veterans' Preference only applies to Schedule A (disability appointment), HHS Reemployment Priority List (RPL) Eligibles, HHS Priority Reemployment List (PRL) Eligibles, and Veterans Recruitment Appointments (if applicable).

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

How you will be evaluated

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

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following competencies:

  • Accountability
  • Attention to Detail
  • Customer Service
  • Decision Making
  • Flexibility
  • Influencing/Negotiating
  • Integrity/Honesty
  • Interpersonal Skills
  • Learning
  • Reading Comprehension
  • Reasoning
  • Self-Management
  • Stress Tolerance
  • Teamwork

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.

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.

Merit Promotion (MP) with RPL Applicants: The position(s) advertised in this announcement are covered by the agency's Reemployment Priority List (RPL). RPL candidates will be rated, placed into one of the quality categories below, and referred to the hiring office, once veterans' preference is applied.
  • Qualified
  • Well Qualified
  • Best Qualified

To be considered well qualified for the purposes of the Career Transition Assistance Program (CTAP)and the Interagency Career Transition Assistance Program (ICTAP), you must be able to satisfactorily perform the duties of the position upon entry and substantively exceed the basic qualifications by scoring at least 80 points on the assessment(s) and meet all eligibility, physical, medical, suitability, and all other requirements.

National Institutes of Health

The National Institutes of Health (NIH), a part of the U.S. Department of Health and Human Services, is the largest biomedical research funding organization in the world. NIH is made up of 27 Institutes and Centers, each with a specific research agenda, often focusing on particular diseases or body systems. NIH employs approximately 18,000 employees in varied occupations, all supporting research efforts that improve health and save lives. For more information on NIH's mission and goals, and its 27 Institutes and Centers, visit the NIH website.

Virtually explore the National Institutes of Health's (NIH) Bethesda campus, learn about scientific research, and get to know NIH community members who are working to help people live longer, healthier lives: https://www.nih.gov/virtual-tour/.

This position is located in the Department of Clinical Research Informatics (DCRI),Clinical Center. DCRI's mission is to ensure the appropriate use of technology and information management to promote health and research productivity. DCRI is responsible for processes and systems that directly affect users in the care delivery and research settings. Primary focuses on the analysis and evaluation of clinical research informatics needs and requirements, the development of design options that support the work processes of clinical research, and the implementation and management of responsive Clinical Information Technology solutions.

DCRI Homepage: https://clinicalcenter.nih.gov/dcri

Agency contact information

NIH HR Service Desk Branch E
Email
ohrcsdbranchesrvdsk@od.nih.gov
Address
National Institutes of Health
6701 Rockledge Drive
Bethesda, MD 20892
US

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