IT Specialist (Customer Support)

Duties

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• Maintain incident tracking and solution database.
• Conduct functional and connectivity testing to ensure continuing operability.
• Administer accounts, network rights, and access to systems and equipment.
• Perform asset management/inventory of information technology (IT) resources.
• Diagnose and resolve customer reported system incidents, problems, and events.
• Install, update, and troubleshoot systems/servers.
• Manage accounts, network rights, and access to systems and equipment.
• Check system hardware availability, functionality, integrity, and efficiency.
• Maintain baseline system security according to organizational policies.
• Plan, execute, and verify data redundancy and system recovery procedures.
• Make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience.
• Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.

System Administrator: Responsible for setting up and maintaining a system or specific components of a system (e.g. for example, installing, configuring, and updating hardware and software; establishing and managing user accounts; overseeing or conducting backup and recovery tasks; implementing operational and technical security controls; and adhering to organizational security policies and procedures).

Technical Support Specialist: Provides technical support to customers who need assistance utilizing client-level hardware and software in accordance with established or approved organizational process components (i.e., Master Incident Management Plan, when applicable).

The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Monday - Friday, 1st Shift: 8am - 4:30pm, 2nd Shift: 3:30pm - 1am

Upon supervisor discretion.

This position is not eligible for telework.

This is not a virtual position.

PD19097A,

PD19096A, and

PD19095A

Not Authorized

Not Authorized

Not Authorized