The primary duties include providing Point of Care Customer Service, resolving customer related technical software and hardware problems in accordance with est. policies and procedures. The incumbent is responsible for diagnosing and/or resolving problems in response to customer reported incidents via trouble tickets; escalating problems to the Lead or Supervisor as appropriate; overseeing Help Desk activities; and configuring devices and software applications following est. procedures.Learn more about this agency
Duties include, but are not limited to, the following:
*works on the development, implementation, and management of Information Technology (IT) processing systems, including mini and micro based computer systems networked together in local and wide area networks and interfaced to mainframe computers
*supports the operation of systems/pilot testing of new systems; to include: baseline compliance; patch management; studying documentation provided with new or revised software and taking steps to install software; monitoring the use of disk space; preparing routine workload reports showing system use and available capacity; submitting recommendations to improve the efficient use of the system; and responding to special requests for system data and similar
*reviews proposed changes to the client operating environment; suggests resolutions that are most likely to be used on a regular basis; trains lower graded IT Specialists in account management procedures; and evaluates usage patterns
*identifies and breaks down problems using structured problem resolution approaches; and works with network specialists, applications developers, system administrators and security specialists to prevent recurring problems
*maintains inventory of local application systems and software/hardware used; conducts physical inventory as required of IT equipment throughout the facility
*provides site support, to include racking/stacking/swapping and connecting equipment, monitoring status, and performing other physical actions on the equipment; manages and maintains patch cables in facility computer rooms and closets
*provides feedback on problematic trends and patterns in technical support; develops and maintains problem tracking and resolution databases ensuring accurate records are filed
*provides site support and assistance to telecommunications managers and IP telephones
Schedule: Normally 7:30 AM - 4 PM, Monday - Friday, Full-time, 40 hours per week. NOTE: This position supports 24/7 operations throughout the calendar year. Work is typically performed on the day shift; however, the candidate may be subject to overtime work, shift work and/or work on rotating shifts to include evenings, weekends, and holidays.
Location: Hot Springs, SD, IT Service Line
Position Description Title/PD#: IT Specialist (Customer Support) / 15263A, 15264A, 15265A
Financial Disclosure Report: Not required
This is not a virtual position.
25% or less - You will be expected to travel for this position.
Job family (Series)
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/506984800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.