Information Technology Specialist (Customer Support)

About this role

A qualified candidate possesses the following: Education or General Experience Master's degree or equivalent graduate in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

OR 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management OR GS-07 equivalent One (1) year of general IT related experience Specialize Experience Minimum 1 year of specialized experience at GS-07 (or equivalent) with POS/Business System implementation and support experience and technical experience supporting Windows desktops and servers AND Must meet Cybersecurity Workforce requirements for Technical Support Specialist (411) Intermediate.

Knowledge, Skills, and abilities: Ability to apply customer support principles, network concepts, database principles, IT security theory, troubleshooting, data analysis methods, communication methods and techniques sufficient to receive, respond to, and resolve help desk calls. Knowledge of computers, peripheral and network equipment, operating systems and environments required to perform a wide range of duties as a primary or back up system administrator.

Knowledge of and ability to utilize internal and external problem resolution documentation and resources database. Ability to accurately document all actions taken in standard operating procedures and/or the help database. Ability to develop and effectively deliver presentations and/or training. Knowledge of IT systems life cycle management concepts sufficient to maintain up to date, interoperable and software inventories.

Ability to apply 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 at the assigned location sufficient to support and maintain these applications.