• Help

    Duties

    Summary

    Customer Support provides a help desk and onsite support for all CSOSA hardware, software, communications networks, and post training support for mission critical business and administrative systems. The staff also estimates needs and orders office automation desktop and file server hardware and software, and schedules the installation of technology products to manage the IT customer support help desk ensuring end user calls are handled efficiently and effectively.

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    Responsibilities

    (The duties described reflect the full performance level of this position)

    The incumbent is the Information Technology Specialist (Customer Support) and plans, directs, controls, and manages work to ensure that end user calls are handled efficiently and effectively. The incumbent plans and carries out difficult complex assignments that focus on day to day management of customer support, developing or implementing information technology programs, and services in an integrated fashion. The incumbent performs systems administration duties that include work to maintain and implement enhancements of local area network servers and their software. The incumbent provides responses to complex customer service support problems to assist lower level specialists to resolve complex customer support services, including installation, configuration, troubleshooting, customer assistance, and training, in response to customer requirements. Manages special projects that have a significant impact on the delivery of customer support services. Represents the customer support office in planning for the installation and implementation of new systems (e.g., upgrade to a new operating system). Leads efforts to define post-implementation support requirements.

    Analyzes, designs, develops, customizes, and implements a wide range of complex hardware and software to support large-scale Local Area Network/Wide Area Network systems including protocols, simple mail transfer protocol (SMTP) management systems, communications controllers, bridges, routers, and other network devices that support extensive operations.
    Conducts long-range planning and analysis of Local Area Network system needs for growth and expansion to incorporate personal computer Local Area Networks into the wide area network. Provides technical advice to senior management concerning network management issues. Performs work such as identifying and controlling all LAN hardware and software configurations, and developing technical standards and procedures for LAN development, implementation, and management. Establishes performance management metrics and evaluates overall Local Area Network performance against relevant standards.

    Independently designs, develops, and manages major software projects in a specific specialty area to meet complex new or modified current or future business requirements. Independently performs specialized data analysis in order to help understand the concerns of an organization. Conducts top-down data modeling sessions with user subject matter experts. Formulates conceptual data models, entity and attribute definitions.
    Using statistical data processing and other techniques, conducts analyses in support of strategic planning, budget forecasting, workforce and staffing analysis, project management, and office automation. Identifies areas of inadequate data availability and recommends methods and procedures for data collection and aggregation. Participates in information requirements analysis to assess the need for specific data reporting procedures.

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    13

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/515418300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.