IT Specialist

In order to qualify for this position, resumes must provide sufficient experience and/or education, knowledge, skills, and ability to perform the duties of the position. Applicant resumes are the key means for evaluating skills, knowledge, and abilities as they relate to this position therefore, applicants are encouraged to be clear and specific when describing experience.

Duties include but are not limited to:
Provides Tier I and II level helpdesk hardware and software support for Fleet and Family Readiness FFR devices to include Point of Sale (POS), patron and business for the enterprise.
Provides NMCI and non NMCI smart phone support.
Provides Video Teleconference support for commercial systems.
Collaborates and liaisons with program managers and attends conference calls as required.
Diagnoses and resolves problems in response to customer reported incidents.
Assist with needs analyses to define opportunities for new or improved support process solutions.
Performs helpdesk ticket intake, assessment, analysis for solution, assignment, implementation of corrective action to resolve discrepancy and tracking of ticket to completion and documentation.
Researches, evaluates, and provides feedback on problematic trends and patterns to support requirements.
Performs configuration/ troubleshooting, and maintaining of customer hardware and software.
Participates in the planning and delivery of a full range of customer support services to the organization.
Presents informal training to staff and customers in using hardware and software systems.
Reports, responds to, and resolves customer requests.
Performs and ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
Provides tiered support in a manner that minimizes interruptions in customers' ability to carry out business activities.
Provides expert and proactive technical advice, guidance, and recommendations to management and other technical specialists on IT issues.
Coordinates and provides technical support of deployed applications.
Creates solutions guide to typical and recurring helpdesk tickets and post for general use.
Analyzes customer/user/process owner change requests and/or makes suitable alternative recommendations to support mission requirements.
Consults with customers to identify and specify requirements.
Provides cross training to colleagues as required or appropriate.
Serves as Contracting Officer Representative (COR) or Assistant Contracting Officer Representative (ACOR) or Technical Advisor (TA) as required.