IT Support Specialist (Systems & Network Support)

Quick Facts

• Role: IT Support Specialist (Systems & Network Support)
• Focus: Help desk support, systems administration/technician work, and NAF IT operations (wired/wireless networks and key applications)

Description

You will provide customer support through a help desk process, troubleshoot issues across hardware, software, applications, peripherals, and network devices, and document all actions. You will also perform installs, upgrades, and patching; monitor operations and troubleshoot problems; manage backups and system integrity; and support enterprise systems and security. Additional responsibilities include IT systems analysis, inventory and lifecycle management, vendor coordination, and travel to support installations at different sites as needed.

Responsibilities

• Receive, respond to, resolve, and document help desk calls
• Isolate problems between hardware, system software, applications, peripherals, and network devices
• Coordinate with program managers to resolve program-specific issues
• Serve as a monitor and/or operations troubleshooter
• Troubleshoot and correct retail/resale computer equipment error conditions and inefficiencies
• Recover data in the event of hardware or software failure
• Explain issues and resolutions to customers; provide training and guidance to prevent reoccurrence
• Document actions in the help desk database and/or standard operating procedures
• Perform hardware and software installs, upgrades, and patches
• Act as a site point of contact (POC) for implementation of new IT projects when required
• Modify system components to comply with revised policies and approved recommendations
• Design audit routines to test and validate data integrity
• Maintain physical inventory of hardware and software; support IT systems life cycle management
• Ensure appropriate forms and documentation are on file
• Monitor maintenance contracts, submit purchase requests for support, and obtain required approvals
• Document and analyze deployed NAF information systems using industry standards and cyber security policies and practices
• Serve as a primary or backup systems administrator/technician for computer and telecommunication systems
• Perform account management, system monitoring, data backup, and software/hardware maintenance
• Maintain proficiency in MWR computer systems and perform routine assessments
• Schedule, monitor, and verify integrity of system backups; restore files as needed
• Correct security vulnerabilities, install server upgrades, and monitor server performance
• Support and maintain specialized MWR applications (e.g., RecTrac, GolfTrac, CYMS, Qubica, Micros, SAP, Citrix, Kronos, ManageEngine)
• Troubleshoot Windows (desktop/server) and Apple operating systems
• Use and repair desktop, laptop, and server-class devices; enterprise networking hardware; wireless access point infrastructure; and enterprise network security devices

Requirements

• Must obtain and maintain a security clearance
• Occasional travel (<20%) may be required
• Must have or be able to obtain and maintain a government drivers license
• Ability to work varied schedules including holidays, weekends, and evenings
• May require emergency overtime
• May be required to work an on-call duty schedule
• Must obtain and maintain basic Information Assurance certification per DoD 8570.01m (obtain within 6 months)
• Demonstrated knowledge of customer support principles, wireless and wired network concepts, database principles, IT security theory, troubleshooting, and data analysis methods
• Demonstrated ability to administer and maintain computer and telecommunication systems (primary or backup)
• Ability to document actions accurately in SOPs/help databases and provide customer/technical guidance and training
• Knowledge of IT systems life cycle management and maintaining current, interoperable hardware/software inventories
• Ability to communicate effectively in English (written and oral), including writing technical procedures and instructions
• Education or equivalent experience per the posting (Ph.D./doctoral track or graduate study OR 1 year specialized experience equivalent to NF-04/GS-09)

Benefits

• Comprehensive U.S. government federal benefits package (eligibility depends on position type)