Job Overview

Summary

The Department of Interior, Office of Inspector General (OIG) is an independent office within the Department of Interior (DOI) whose mission is to promote excellence, integrity, and accountability throughout DOI. The OIG conducts investigations, evaluations, and audits in order to enhance effectiveness and efficiency and to prevent and detect waste, fraud, and mismanagement in DOI programs and operations.

This position is located in the Office of Information Technology Division (ITD). The ITD is responsible for providing Information Technology (IT) support to the Office of the Inspector General (OIG) primarily in the areas of systems administration, telecommunications, application development, and network management services.

Duties

Incumbent serves as customer support specialist who is responsible for the delivery of a wide variety of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. Incumbent maintains liaison with individuals in assigned and related fields, regional offices, and facilities to discuss mutual IT technologies and processing problems and production efforts, for maintaining and administering System Center Configuration Manager (SCCM), System Center Operations Manager (SCOM), and Windows server update services (WSUS).

Incumbent assists the LAN Manager with backup and recovery processes on all servers in the OIG office location; monitors servers in selected locations and troubleshoots problems as required. Incumbent installs, configures, and maintains customer hardware, software and operating system. Performs hardware/software maintenance and tuning to maintain optimum system performance and hardware utilization.

Incumbent diagnoses and resolves problems in response to customer reported incidents; researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.Incumbent participates in the development of IT customer training criteria, provides customer training and in addition develops documentation. Incumbent ensures rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Notifies Director, Information Technology Division on any IT issues, problems, and concerns.Incumbent demonstrates support for and serves as an example of Customer Service Excellence by establishing, promoting and maintaining effective communications with customer.