IT SPECIALIST (CUSTSPT)

Military Grades: CW3 and Below Compatible Military Assignments: WMOS: 255A, 255N, 255S, MOS: 25B, 25N, 25S, 25U, 25Z GENERAL EXPERIENCE: Experience, education or training that has provided a basic knowledge of data processing functions and general management principles that enabled the applicant to understand the stages required to automate a work process.

Experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems. SPECIALIZED EXPERIENCE: Must have at least 36 months experience, education, or training in analysis of the interrelationship of pertinent components of the system. Experience planning the sequence of actions necessary to accomplish the assignment.

Experience scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency.

This position is located in an information management organization. The purpose of this position is to manage the state's Information Management (IM) Resource Center. The incumbent manages the IM equipment loan program as well as the self-service work center and assists the other customer support information technology (IT) specialists with fielding help desk calls. --Manages all equipment and materials designated as IM "loaner" equipment.

This equipment is designated to be loaned for temporary mission accomplishment and will include items such as computers, printers, cellular telephones, single lens projectors, overhead projectors, VCRs, TVs, sound systems, etc. The work in this mission area involves property and supply accountability, scheduling, operational serviceability and equipment preparation checks, and performing routine equipment maintenance. Gives thorough operational instructions to each user of the loaner equipment.

Places orders as necessary to repair or replace unserviceable equipment and to maintain a stock of required operational supplies. --Manages the IM self-service work center.

This center includes operational computer work stations that are made available to users to use computer or video training materials (computer based training tapes), work on special projects with standard office automation software (word processing, graphical presentations, etc.), create computer graphics, scan materials, perform color printing, and create or reproduce non-copy righted video tapes.

• Maintains the skills for the use of all work center equipment to include, but not limited to computers, laptops, single lens projectors and digital cameras.
• Maintain equipment accountability; performs supply actions; maintains equipment; and instructs users with loaner equipment.
• Assists users with technical problems. --Participates in the analysis of requests for new and modified applications.

Determines equipment demands and number and kind of requests received; data communications requests, telecommunications requests, visual information requests, and information services requests. --Serves as a technical support specialist on DOD, NGB, and state required automated systems and software programs. Required to diagnose and resolve problems in response to customer reported incidents. Researches and evaluates problems and provides feedback on problematic trends and patterns in customer related issues.

Updates problem tracking and resolution databases. Provides customer training; and/or ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. --Updates the customer service database for all service requests. Receives, analyzes, and assigns control numbers to all incoming customer requests. Determines if equipment is covered by warranty or maintenance contract and processes accordingly.

Uses a process for quickly assessing and determining the actual problems and either solves or assigns unresolved requests to appropriate specific functional area. Follows up with the functional areas to ensure problems are resolved and requests are completed. Ensures continual contact and update of status with the user. --Performs other duties as assigned.