Information Technology Specialist (Customer Support)

A qualified candidate possesses the following: Education or General Experience Master's degree or equivalent graduate in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

OR 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management OR GS-07 equivalent One (1) year of general IT related experience Specialize Experience Minimum 1 year of specialized experience at GS-07 (or equivalent) with POS/Business System implementation and support experience and technical experience supporting Windows desktops and servers AND Must meet Cybersecurity Workforce requirements for Technical Support Specialist (411) Intermediate.

Knowledge, Skills, and abilities: Ability to apply customer support principles, network concepts, database principles, IT security theory, troubleshooting, data analysis methods, communication methods and techniques sufficient to receive, respond to, and resolve help desk calls. Knowledge of computers, peripheral and network equipment, operating systems and environments required to perform a wide range of duties as a primary or back up system administrator.

Knowledge of and ability to utilize internal and external problem resolution documentation and resources database. Ability to accurately document all actions taken in standard operating procedures and/or the help database. Ability to develop and effectively deliver presentations and/or training. Knowledge of IT systems life cycle management concepts sufficient to maintain up to date, interoperable and software inventories.

Ability to apply systems administration methods and procedures, performance monitoring methods, IT security principles, and analytical reasoning sufficient to schedule, monitor, and verify the integrity of system backups, restore files as needed, correct security vulnerabilities, install server upgrades, and monitor server performance. Knowledge of a wide range of specialized software applications and programs deployed in support of MWR at the assigned location sufficient to support and maintain these applications.

Ability to communicate effectively in English both orally and in writing. Ability to write technical procedures and instructions in English.

System Maintenance Collects and analyzes information, coordinates and defines requirements, conducts feasibility studies, and equipment configurations. Performs hardware and software installs, upgrades and patches. Works closely with vendors, headquarters, and region program managers, Region N9 IT and N6 staff, and users to resolve issues and ensure successful project implementations. Acts as a site Point of Contact (POC) for implementation of new IT based projects.

Modifies system components as necessary to comply with revised policies and procedures as well as approved user recommendations. Designs audit routines to test and validate data integrity. Maintains a physical inventory of all hardware and software. Assists in IT systems life cycle management. Ensures all appropriate documentation is on file. Monitors maintenance contacts for renewal and submits purchase requests for support required. Obtains approvals from all required sources.

Help Desk Maintenance Receives, responds to, resolves and documents help desk calls. Isolates problems between hardware, system software, application, peripherals, and network devices. Coordinates with departmental program managers to resolve program specific issues. Serves as a monitor and/or operations trouble-shooter. Monitors Retail/Resale/Tracking computer equipment and provides remedial support in troubleshooting sand correcting error conditions and system inefficiencies.

Recovers data in the event of a hardware or software failure. Ensures the customer receives a full explanation of the problem and resolution, and provides training and/or guidance to prevent reoccurrence. Completes the process by documenting actions in the department help desk database or standard operation procedures (SOPs).

Systems Administration Serves as a primary systems administrator/technician for all Management Information Systems (MIS) computer and telecommunication systems (e.g., Micros, Payroll systems, Food-Trak Inventory Control systems, Wi-Fi, Qubica, Recreation Tracking System (RecTrac), Child & Youth Management System (CYMS), Epitome, and Systems Applications & Products in Data Processing (SAP). Performs account management, system monitoring, data backup, and software/hardware maintenance.

Acts as a telephone coordinator to facilitate the provision of cellular and fixed phone services, Video Teleconference (VTC), Integrated Services Digital Network (ISDN), and data communications connectivity Non-Secure Internet Protocal Router Network (NIPRNET) to include hardware installations, maintenance and billing through Naval Computer and Telecommunications Station Far East (NCTS-FE).

Performs Personnel Qualifications Standards (PQS) as determined by the department head to maintain proficiency in all MIS computer systems.