IT Customer Support Specialist

Quick Facts

• Role: IT Customer Support Specialist (GS-2210-11)
• Focus: Voice, data, wireless, communications focal point (CFP), and information security support

Description

Provide customer support and analytical/evaluative services for classified and unclassified IT networks and cyber systems. Manage and support network infrastructure, wireless systems, voice systems, and CFP operations with privileged access at the network level. Ensure availability, integrity, efficiency, and reliability while delivering information assurance support, system audits, and troubleshooting.

Responsibilities

• Manage the IT/communications environment: plan, coordinate, install, and continuously analyze system design, hardware, and software
• Provide information assurance systems support and apply information security/IA policies and practices
• Perform system audits to assess security parameters and IA control performance
• Ensure operability and performance of assigned IT/data, voice, and wireless systems to support mission needs
• Optimize hardware/software performance; run tests; diagnose malfunctions; resolve processing problems
• Coordinate installation of new hardware/software to ensure compatibility, reliability, and functionality
• Troubleshoot system failures, isolate root causes, and initiate corrective or preventative measures
• Assess and mitigate security vulnerabilities in installed hardware and software
• Provide ongoing technical assistance to users to ensure proper equipment/program use and reduce service interruptions
• Track system equipment life and prepare analyses to support maintenance and replacement cost decisions

Requirements

• National Guard membership required (excepted service position)
• Ability to obtain and maintain the appropriate security clearance
• Comply with the IA certification program and obtain/maintain certification per DoD Instruction 8570.01-M
• Military uniform wear is mandatory
• Ability to establish effective professional working relationships with coworkers and customers
• May require work outside normal duty hours; overtime may be required
• Domestic violence misdemeanor restriction applies (qualifying conviction disqualifies performance of duties)
• At least 24 months of specialized experience analyzing interrelationships among system components and planning/scheduling program processing with production efficiency in mind