This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/819965100. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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Summary
The Department of Clinical Research Informatics (DCRI) is actively seeking candidates who are looking to embark on an exciting career opportunity. As a Lead IT Specialist (CustSpt), you will use your skills and insights to lead a dynamic team committed to delivering secure, responsive, high-quality, customer-oriented information technology services that foster excellence in support of innovative Clinical Care and Biomedical Research.
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Overview
- Accepting applications
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Open & closing dates
11/21/2024 to 11/25/2024
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Salary
$117,962 - $153,354 per year
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Pay scale & grade
GS 13
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Location
1 vacancy in the following location:
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Remote job
No
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Telework eligible
Yes—as determined by the agency policy.
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Travel Required
Not required
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Relocation expenses reimbursed
No
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Appointment type
Permanent
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Work schedule
Full-time
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Service
Competitive
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Promotion potential
13
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Job family (Series)
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Supervisory status
No
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Security clearance
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Drug test
No
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Position sensitivity and risk
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Trust determination process
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Financial disclosure
No
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Bargaining unit status
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Announcement number
NIH-CC-MP-25-12599423
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Control number
819965100
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This job is open to
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Federal employees - Competitive service
Current or former competitive service federal employees.
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Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
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Veterans
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Individuals with disabilities
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Military spouses
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Special authorities
Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.
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Peace Corps & AmeriCorps Vista
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Family of overseas employees
Family members of a federal employee or uniformed service member who is or was, working overseas.
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Land & base management
Certain current or former term or temporary federal employees of a land or base management agency.
Clarification from the agency
You must be a current or former federal employee eligible to apply under merit promotion procedures or otherwise be eligible as a status applicant (e.g. Veterans Employment Opportunity Act) OR be an individual who is eligible through an OPM interchange agreement or for a non-competitive appointment.
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Duties
- Diagnosing and resolving problems in response to customer reported incidents.
- Researching, evaluating, and providing feedback on problematic trends and patterns in customer support.
- Developing and maintaining problem tracking and resolution databases.
- Installing, configuring, troubleshooting, and maintaining customer hardware and software.
- Developing and managing customer service performance requirements.
- Developing and coordinating the development of customer support policies, procedures, and standards.
- Ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
- Coordinating with and assisting the NIH IT Service Desk.
- Researching and analyzing new PC/workstation equipment, software, and/or communications to ensure network compatibility and performs planning, design and integration of system views as they relate to compatibility.
- Developing Service Level Agreements (SLAs) that define requirements and expectations for the delivery of customer support services.
- Leading the team in identifying, distributing and balancing workload and tasks among employees in accordance with established work flow, skill level, and/or occupational specialization.
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Requirements
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 the pre-appointment process (i.e., background investigation, verification of qualifications and job requirements, completion of onboarding forms, submission of required documents, etc.)
- Males born after December 31, 1959 must be registered with the Selective Service.
- Applicants must meet all qualifications requirements within thirty (30) calendar days of the closing date of this announcement, including time in grade.
- If selected, you must pass a pre-employment medical examination, provide evidence of immunization, and be free from communicable diseases.
- This position is designated as a Tier I "emergency/teleworker" position.
Qualifications
In order to qualify for a Lead IT Specialist (CustSpt), GS-2210-13 position, you must posses:
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 that I possess each of the following four competencies: 1. Attention to Detail - is thorough when performing work and conscientious about attending to detail; 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; 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; 4. Problem Solving - identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
AND
You must demonstrate in your resume at least one (1) year of qualifying experience equivalent to at least the GS-13 level in the Federal service obtained in either the private or public sector in the IT field or through performing the following types of tasks: Serving as a lead for staff that provides technical support installing, configuring, troubleshooting, and maintaining customer hardware and software; performing technical analysis necessary to resolve critical emergency hardware or software outages; developing plans and schedules for installation and implementation of new systems; and making recommendations to management for future implementation of IT products and services.
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.
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.
To determine your qualifications and referral status, we may review your resume and supporting documentation and compare it against your responses to the vacancy questionnaire. Ensure you support your self-ratings with the information you provide in your application.? 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.
Education
This job does not have an education qualification requirement.
Additional information
- This position is designated as a Tier I "emergency/teleworker" position and the selected candidate will be considered a Tier I "emergency/teleworker" employee. In the event of a closure, you must be available to telework or request leave.
- At the supervisor's discretion, this position may offer work schedule flexibilities: Telework (work from home on a regular basis or ad hoc basis but reports to the office at least once a week/two days a pay period).
- At the supervisor's discretion, this position may offer work schedule flexibilities: Alternative Work Schedules such as compressed schedules, flexible schedules, etc.
- A newly appointed or reappointed employee may receive service credit for prior work experience or active duty uniformed service that otherwise would not be creditable for the purpose of determining his or her annual leave accrual rate. All creditable service must be directly related to the duties of the position being filled and decisions to allow for such credit must be finalized prior to the selectee's entrance on duty. Recipients will be determined on a case-by-case basis based on organizational need, specific case justification, and budget limitations.
- 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.
- A one-year probationary period may be required upon selection/placement.
- PHS Commissioned Officers interested in performing the duties of this position within the Commissioned Corps should apply online to this announcement to receive consideration.
- Veterans' Preference applies only to Schedule A (disability appointment) and Veterans Recruitment Appointments (if applicable).
- 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.
- Visit our Applicant FAQs page for helpful information on the application process.
- Visit our Total Compensation page and this sample for a detailed look into the benefits, awards, leave, retirement, and other incentives employees may receive as part of a rewarding work environment.
Benefits
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):
- 1. Ability to lead and direct the work of other staff members.
- 2. Skill in diagnosing and resolving issues related to IT integration and configuration practices, processes, and procedures.
- 3. Knowledge of IT infrastructure including operating systems, network systems, database management, security and computer hardware and software.
- 4. Ability to perform IT project management duties and functions.
- 5. Ability to research and evaluate new technology and products.
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.
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 an 85 on the assessment and meet all eligibility, physical, medical, suitability, and all other requirements.
Benefits
Required Documents
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
RESUME:
Your resume must thoroughly describe how your skills and experiences align to the criteria defined in the "Qualifications" section of this announcement and it must support your responses to the assessment questionnaire. We cannot assume you have performed the necessary experience required for this position regardless of your employment history or academic career. To ensure all of the essential information is in your resume, we encourage you to use the USAJOBS online Resume Builder. If you choose to use your own resume, you must ensure it contains all of the required information and you organize it so we can associate the following information for each experience/position:
- Job title
- Name of employer
- Beginning and ending dates of employment (month/day/year format)
- Hours worked per week. We will assume full-time unless otherwise stated. We will prorate part-time employment in crediting experience.
- Detailed description of job duties, accomplishments, related skills, and responsibilities to include any supervisory/managerial responsibilities and number of staff supervised (if applicable)
- Series and grade or equivalent (if a federal position)
- Performance ratings and any monetary or non-monetary awards (optional).
For resume writing guidance, please visit the following resources: NIH Jobs website, USAJOBS Resource Center, and the USAJOBS Resume Writing Video Tutorial.
ASSESSMENT QUESTIONNAIRE:
You must submit a completed assessment questionnaire.
ELIGIBILITY/PREFERENCE DOCUMENTATION:
You must submit the following documentation, if applicable to you AND respond accordingly to the associated question on the online questionnaire. If you do not provide the required information, we will assume you are not eligible or you do not wish to be considered for any preference or eligibility.
- SF-50 - A copy of your most recent competitive career or career conditional SF-50 that shows the effective date of your latest position and the full performance level. You may obtain a copy of your SF-50 from your human resources office or, if you are an HHS employee, from your eOPF. If you separated from Federal Government employment, you may obtain a copy of your SF-50 via the Federal Records Center, National Archives and Records Administration.
- Veteran Documentation: (DD-214, VA Disability Letter, etc.). Reference Standard Form 15 (SF-15) for required documentation if you are a 10-point preference eligible. Submission of SF-15 is not required, unless you have derived preference (XP) as described in questions 7, 8, or 9 on the SF-15. In those cases, you must submit a completed SF-15 and the required documentation. For 5 point preference eligibles, you must submit your DD-214 (if separated) or any written documentation from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is submitted with your application package.
- Schedule A (Disability Appointment): Documentation of eligibility for employment under Schedule A can be obtained from a licensed medical professional (e.g., a physician or other medical professional certified by a state, the District of Columbia, or a U.S. territory to practice medicine); a licensed vocational rehabilitation specialist (i.e., state or private); or any Federal agency, state agency, or agency of the District of Columbia or a U.S. territory that issues or provides disability benefits. The letter must be printed on a medical professional's letterhead and signed. Please note the Schedule A hiring authority neither guarantees employment, nor gives an individual preference in the hiring process.
- Documentation to support any other noncompetitive or OPM interchange agreement eligibility. Reference the Eligibility section of the questionnaire for required documents and information.
- Visit our sites on Career Transition Assistance Program (CTAP)/Interagency Career Transition Assistance Program (ICTAP)for more information and required documentation.
How to Apply
To apply for this position, please read and follow all instructions in this announcement, complete the online application, and submit the documentation specified in the "Required Documents" section. Your complete application package must be submitted by 11:59 PM Eastern Time (ET) on 11/25/2024 to receive consideration.
- To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply.
- Follow the prompts to select your resume and/or other supporting documents to be included with your application package. See the "Required Documents" section for any additional forms and/or supplemental materials required.
- Read all Eligibility questions and respond accordingly to any Eligibility you wish to claim. You will only be considered for those Eligibility questions (Status Applicant, Reinstatement, Schedule A, etc.) you respond in the affirmative to, regardless of what documentation you submit. We cannot assume you intended to respond differently to a question based on other information in your application package.
- Complete the assessment questionnaire. Applicants are asked all questions regardless of their consideration preferences. We will only consider you for the grades, series, locations, specialties, and other considerations that you self-identify as being qualified for or interested in. Preview assessment questionnaire before you apply: https://apply.usastaffing.gov/ViewQuestionnaire/12599423
- Verify all required documentation is included in your application package, review your responses to the assessment questionnaire for accuracy, and then submit your application.
We cannot assume responsibility or grant extensions for personal issues (e.g., troubles navigating the application process, loss of internet, not understanding a question) when applying to our announcements. For technical difficulties, contact HR Systems Support between 8:00 AM and 4:30 PM ET Monday through Friday at hrss@nih.gov.
If you need any other accommodation or assistance with applying, please contact NIH HR Service Desk Branch E at ohrcsdbranchesrvdsk@od.nih.gov. Requests for reasonable accommodations must be made before the announcement closing date.
NIH's EEO and Diversity and Inclusion Policy Statement
Visit the NIH's Office of Equity, Diversity, and Inclusion site for information on NIH's EEO program, Reasonable accommodation procedures, laws, policy statements, and the operation of the EEO complaint process.
Agency contact information
NIH HR Service Desk Branch E
- Address
-
National Institutes of Health
6701 Rockledge Drive
Bethesda, MD 20892
US
Next steps
HHS has a critical preparedness and response mission: HHS protects the American people from health threats, researches emerging diseases, and mobilizes public health programs with domestic and international partners. In support of this mission, HHS offers its employees the opportunity to volunteer to become Federal Civilian Detailees and contribute their unique skills through voluntary temporary assignments to humanitarian emergencies or Departmental priorities countering new and emerging health, safety, and security threats.
Once you submit your application package, you will receive an acknowledgement email. You will be notified of the status of your applications via email. In addition, you can track the progress of your application package through your USAJOBS account.
At the discretion of the agency, you may be contacted via phone or email for an interview or to provide additional information up to several months from the closing date of the announcement. Please ensure you have provided accurate contact information. To remain in consideration, you must respond in a timely manner to our correspondence and requests for documentation or information throughout the hiring process.
Fair and Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Help
For resume writing guidance, please visit the following resources: NIH Jobs website, USAJOBS Resource Center, and the USAJOBS Resume Writing Video Tutorial.
ASSESSMENT QUESTIONNAIRE:
You must submit a completed assessment questionnaire.
ELIGIBILITY/PREFERENCE DOCUMENTATION:
You must submit the following documentation, if applicable to you AND respond accordingly to the associated question on the online questionnaire. If you do not provide the required information, we will assume you are not eligible or you do not wish to be considered for any preference or eligibility.
Required Documents
RESUME:
Your resume must thoroughly describe how your skills and experiences align to the criteria defined in the "Qualifications" section of this announcement and it must support your responses to the assessment questionnaire. We cannot assume you have performed the necessary experience required for this position regardless of your employment history or academic career. To ensure all of the essential information is in your resume, we encourage you to use the USAJOBS online Resume Builder. If you choose to use your own resume, you must ensure it contains all of the required information and you organize it so we can associate the following information for each experience/position:
- Job title
- Name of employer
- Beginning and ending dates of employment (month/day/year format)
- Hours worked per week. We will assume full-time unless otherwise stated. We will prorate part-time employment in crediting experience.
- Detailed description of job duties, accomplishments, related skills, and responsibilities to include any supervisory/managerial responsibilities and number of staff supervised (if applicable)
- Series and grade or equivalent (if a federal position)
- Performance ratings and any monetary or non-monetary awards (optional).
For resume writing guidance, please visit the following resources: NIH Jobs website, USAJOBS Resource Center, and the USAJOBS Resume Writing Video Tutorial.
ASSESSMENT QUESTIONNAIRE:
You must submit a completed assessment questionnaire.
ELIGIBILITY/PREFERENCE DOCUMENTATION:
You must submit the following documentation, if applicable to you AND respond accordingly to the associated question on the online questionnaire. If you do not provide the required information, we will assume you are not eligible or you do not wish to be considered for any preference or eligibility.
- SF-50 - A copy of your most recent competitive career or career conditional SF-50 that shows the effective date of your latest position and the full performance level. You may obtain a copy of your SF-50 from your human resources office or, if you are an HHS employee, from your eOPF. If you separated from Federal Government employment, you may obtain a copy of your SF-50 via the Federal Records Center, National Archives and Records Administration.
- Veteran Documentation: (DD-214, VA Disability Letter, etc.). Reference Standard Form 15 (SF-15) for required documentation if you are a 10-point preference eligible. Submission of SF-15 is not required, unless you have derived preference (XP) as described in questions 7, 8, or 9 on the SF-15. In those cases, you must submit a completed SF-15 and the required documentation. For 5 point preference eligibles, you must submit your DD-214 (if separated) or any written documentation from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is submitted with your application package.
- Schedule A (Disability Appointment): Documentation of eligibility for employment under Schedule A can be obtained from a licensed medical professional (e.g., a physician or other medical professional certified by a state, the District of Columbia, or a U.S. territory to practice medicine); a licensed vocational rehabilitation specialist (i.e., state or private); or any Federal agency, state agency, or agency of the District of Columbia or a U.S. territory that issues or provides disability benefits. The letter must be printed on a medical professional's letterhead and signed. Please note the Schedule A hiring authority neither guarantees employment, nor gives an individual preference in the hiring process.
- Documentation to support any other noncompetitive or OPM interchange agreement eligibility. Reference the Eligibility section of the questionnaire for required documents and information.
- Visit our sites on Career Transition Assistance Program (CTAP)/Interagency Career Transition Assistance Program (ICTAP)for more information and required documentation.
Help
We cannot assume responsibility or grant extensions for personal issues (e.g., troubles navigating the application process, loss of internet, not understanding a question) when applying to our announcements. For technical difficulties, contact HR Systems Support between 8:00 AM and 4:30 PM ET Monday through Friday at hrss@nih.gov.
If you need any other accommodation or assistance with applying, please contact NIH HR Service Desk Branch E at ohrcsdbranchesrvdsk@od.nih.gov. Requests for reasonable accommodations must be made before the announcement closing date.
NIH's EEO and Diversity and Inclusion Policy Statement
Visit the NIH's Office of Equity, Diversity, and Inclusion site for information on NIH's EEO program, Reasonable accommodation procedures, laws, policy statements, and the operation of the EEO complaint process.
Learn more about this agency
How to Apply
To apply for this position, please read and follow all instructions in this announcement, complete the online application, and submit the documentation specified in the "Required Documents" section. Your complete application package must be submitted by 11:59 PM Eastern Time (ET) on 11/25/2024 to receive consideration.
- To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply.
- Follow the prompts to select your resume and/or other supporting documents to be included with your application package. See the "Required Documents" section for any additional forms and/or supplemental materials required.
- Read all Eligibility questions and respond accordingly to any Eligibility you wish to claim. You will only be considered for those Eligibility questions (Status Applicant, Reinstatement, Schedule A, etc.) you respond in the affirmative to, regardless of what documentation you submit. We cannot assume you intended to respond differently to a question based on other information in your application package.
- Complete the assessment questionnaire. Applicants are asked all questions regardless of their consideration preferences. We will only consider you for the grades, series, locations, specialties, and other considerations that you self-identify as being qualified for or interested in. Preview assessment questionnaire before you apply: https://apply.usastaffing.gov/ViewQuestionnaire/12599423
- Verify all required documentation is included in your application package, review your responses to the assessment questionnaire for accuracy, and then submit your application.
We cannot assume responsibility or grant extensions for personal issues (e.g., troubles navigating the application process, loss of internet, not understanding a question) when applying to our announcements. For technical difficulties, contact HR Systems Support between 8:00 AM and 4:30 PM ET Monday through Friday at hrss@nih.gov.
If you need any other accommodation or assistance with applying, please contact NIH HR Service Desk Branch E at ohrcsdbranchesrvdsk@od.nih.gov. Requests for reasonable accommodations must be made before the announcement closing date.
NIH's EEO and Diversity and Inclusion Policy Statement
Visit the NIH's Office of Equity, Diversity, and Inclusion site for information on NIH's EEO program, Reasonable accommodation procedures, laws, policy statements, and the operation of the EEO complaint process.
Agency contact information
NIH HR Service Desk Branch E
- Address
-
National Institutes of Health
6701 Rockledge Drive
Bethesda, MD 20892
US
Next steps
HHS has a critical preparedness and response mission: HHS protects the American people from health threats, researches emerging diseases, and mobilizes public health programs with domestic and international partners. In support of this mission, HHS offers its employees the opportunity to volunteer to become Federal Civilian Detailees and contribute their unique skills through voluntary temporary assignments to humanitarian emergencies or Departmental priorities countering new and emerging health, safety, and security threats.
Once you submit your application package, you will receive an acknowledgement email. You will be notified of the status of your applications via email. In addition, you can track the progress of your application package through your USAJOBS account.
At the discretion of the agency, you may be contacted via phone or email for an interview or to provide additional information up to several months from the closing date of the announcement. Please ensure you have provided accurate contact information. To remain in consideration, you must respond in a timely manner to our correspondence and requests for documentation or information throughout the hiring process.
Fair & Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Beginning of a dialog window for the agency announcing this job. It begins with a heading 2 called "Learn more about Field Operating Offices of the Office of the Secretary of the Army". Escape will cancel and close the window.
Learn more about
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. Work 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
- Address
-
National Institutes of Health
6701 Rockledge Drive
Bethesda, MD 20892
US