IT Specialist

This is a resource shared position for the following parks:
ADAM: Adam National Historical Site
FRLA: Fredrick Law Olmsted National Recreational Area
JOFI: John Fitzgerald Kennedy National Park
LONG: Longfellow House - Washington's Headquarters National Seashores
SAMA: Salem Maritime National Historical Site
SAIR: Saugus Iron Works National Memorials

The position will serve all 6 sites and will include regular travel between sites.
Diagnoses and resolves problems in response to customer reported incidents; and reports, responds to, and resolves customer requests. Updates and maintains problem tracking/ticketing systems to track and identify customer needs, as well as to discuss requirements with the customer to resolve the customer need.
Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components.
Participates in the planning and delivery of a full range of customer support services to the organization. Participates in evaluating effectiveness of customer support services and impacts of proposed IT initiatives to services.
Presents formal and informal training, guidance, and assistance to customers. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance.
Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services.


Duties will be developmental in nature when filled below the full performance level (FPL GS-11).