IT SPECIALIST

Knowledge of and demonstrated skill in applying customer support principles, wireless and wired network concepts, database principles, IT security theory, troubleshooting and data analysis methods, and communication methods and techniques sufficient to receive, respond to, and resolve help desk calls.

Knowledge of computers, computer peripherals and industry best practices, security principles and network equipment, operating systems and environments required to perform a wide range of duties as a primary or backup system administrator. Knowledge of and experience in utilizing internal and external problem resolution documentation and resource database. Skill in accurately documenting all actions taken in standard operating procedures and/or the help database.

Skill in providing guidance and training to customers and other technical representatives. Knowledge of IT systems life cycle management concepts sufficient to maintain up to date, interoperable hardware and software inventories.

Knowledge of and skill in applying 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 in order to support and maintain these applications.

Software titles include, but are not limited to: RecTrac, GolfTrac, CYMS, Qubica, Micros, SAP, Citrix, Kronos, Manage Engine. Ability to use and repair a variety of computer hardware and peripherals including desktop, laptop and server class devices, Enterprise Class networking hardware, Enterprise Class, Wireless Access Point (WAP) infrastructure and Enterprise Class network security devices. Ability to use and troubleshoot Windows (desktop and server) & Apple Operating Systems.

Knowledge of concepts related to full inventory and analysis of IT systems and assets. Ability to demonstrate effective written and oral communication skills, including experience in writing technical procedures and instructions in English. Must have, or be able to obtain within 6 months, basic certification for Information Assurance as required by Department of Defense (DoD Directive 8570.01m). Must maintain certification for duration of assignment to the position.

CUSTOMER SUPPORT 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 computer equipment and provides remedial support in troubleshooting and 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 operating procedures. POLICY AND PLANNING Performs hardware and software installs, upgrades and patches.

Works closely with vendors, program managers, NCTS & N-6 personnel, and users to resolve issues and ensure successful project implementations. Travels to different duty sites from the normal duty location to perform hardware and/or software installations and/or upgrades, assess project status and provide IT support when needed. Acts as a site point of contact (POC) for implementation of new IT based projects, when required.

SYSTEMS ANALYSIS 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 forms and documentation are on file. Monitors maintenance contracts for renewal and submits Purchase Request for support as required. Obtains approval from all required sources.

Documents and analyzes currently deployed NAF information systems to fully capture scale, capability and risk, using industry standards and models, Department of Navy (DON), Commander, Navy Installations Command (CNIC) and other Cyber Security policies and practices. SYSTEM ADMINISTRATOR Serves as a primary or backup systems administrator/technician for all computer and telecommunication systems (such as Micros, Payroll systems, Food Trak Inventory Control System, Qubica, RecTrac, CYMS, and SAP.

Performs account management, system monitoring, data backup, and software/hardware maintenance as necessary. Performs routine assessments, maintains proficiency in all MWR computer systems. Works under direct supervision of the Installation Support Services Manager (N94) Specialist wbo, in consultation with Region IT Specialist, sets the overall objectives, priorities, time limitations, background, anticipated problems and overall scope of assignments.

The employee is responsible for the completion of the work in accordance with established agency and command standards, previous training, established practices, and job control procedures. Completed work is reviewed for technical accuracy, conformance to standards, adequacy of documentation and timely accomplishment of assignments. Work that deviates from accepted methods is reviewed more closely while in progress and upon completion.