Summary Reclamation is seeking a career professional looking for an opportunity to capitalize on their expertise as a Supv IT Specialist (CustSpt). You will serve as the deputy to the regional IMT manager and oversee the groups that support mission operations and will maintain delegation of authority as a backup to the IMT manager. You can make a difference in the West by assisting in meeting increasing water demands while protecting the environment. Duty Location: Sacramento, California Responsibilities Diagnoses and resolves unique, unusual, difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and providing written analysis and guidance to be used when addressing similar problems in the future. Researches and provides response to unique customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need. Develops customer support procedures, standards, and performance metrics for the organizations serviced. Drafts, reviews, and provides comments on procedure, standards and metrics from higher levels within the organization. Plans work to be accomplished by subordinates, sets and adjusts priorities, and prepares schedules for completion of work; assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees; evaluates work performance of employees; identifies development and training; finds ways to improve production and increase the quality of the work directed; and develops performance standards. Investment manager for regional IT portfolios (as Senior FAC-P/PM with IT Specialization). Requirements Conditions of Employment You must be a U.S. Citizen or U.S. National. You must be suitable for federal employment, determined by a background investigation. You must submit a resume and supporting documentation (see Required Documents). You must submit eligibility documents for veterans consideration (see Required Documents). You must meet any minimum education and/or experience requirements (see Qualifications). You must maintain a valid State Driver's License at all times as the position requires operation of government vehicles on government and public roads. Failure to maintain a valid State Driver's License at all times will result in removal from the position. Position is identified as a Drug Testing Designated Position. Who May Apply: 30% or More Disabled Veterans Bureau of Reclamation Employees (Competitive) Bureau of Reclamation Employees (Non-Competitive) Career Transition Assistance Plan (CTAP) Department of the Interior Employees (Competitive) Department of the Interior Employees (Non-Competitive) Federal Employees (Competitive Transfer) Federal Employees (Non-Competitive Transfer) Former Federal Employees (Competitive Reinstatement) Former Federal Employees (Non-Competitive Reinstatement) Individuals with Disabilities (Schedule A) Interagency Career Transition Assistance Plan (ICTAP) Land Management Workforce Flexibility Act (LMWFA) Military Spouses Miscellaneous Appointing Authorities Pathways Program - Conversion Eligible Peace Corps & AmeriCorps VISTA Volunteers Public Lands Corps (PLC) Hiring Authority Special Hiring Authorities Veterans Employment Opportunities Act (VEOA) Qualifications In order to be rated as qualified for this position, the HR Office must be able to determine that you meet the specialized experience requirement - this information must be clearly supported in the resume. To qualify at the GS-13, you must possess one year of specialized experience equivalent in difficulty and complexity to at least the GS-12 level in federal service having demonstrated experience which defined as experience that demonstrates the accomplishments of information technology (IT) project assignments that required a wide range of knowledge of IT requirements and techniques and providing administrative direction for an IT organization concerned with customer support, software/hardware troubleshooting, hardware/software support, and technical and security assurance. The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others. (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. Examples of IT-related experience demonstrating this competency include: resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation. (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. Examples of IT-related experience demonstrating this competency include: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information. (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate. 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. Time-In-Grade: Current career or career-conditional employees of the Federal government, or former career or career-conditional employees, who have a break in service of less than one year, are required to meet the time-in-grade restriction of one year of Federal experience at the next lower-grade, with few exceptions outlined in 5 CFR 300.603(b). You must meet all Eligibility and Qualification requirements, including time-in-grade restrictions and any selective placement factors if applicable, by 01/02/2025. Education Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted. Additional Information You may be required to serve an initial probationary period. You may be required to serve an initial supervisory probation period. Reclamation has determined that the duties of this position are suitable for telework and you may be allowed to telework with supervisory approval. If otherwise eligible and qualified, you may be offered a recruitment incentive. The decision to offer an incentive will be made on a case-by-case basis and is neither promised nor guaranteed. For information, visit: Recruitment Incentive. DOI uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including applicant rights and responsibilities, please visit https://www.e-verify.gov/ This position is designated as a MODERATE RISK Public Trust position. It requires a fully completed and favorably adjudicated Public Trust Suitability Background Investigation (T2S or T2RS or equivalent) that is current (within the last 5 years). This is a condition of employment. Male applicants born after December 31, 1959 must certify registration with the Selective Service System or that the applicant is exempt from having to do so under the Selective Service Law. Go to: https://www.sss.gov This is a non-bargaining unit position. Additional vacancies may be filled using this job announcement.