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it specialist
4 months ago
The primary purpose of the IT SPECIALIST (CUSTSPT) (ACCELERATED HIRE), GS , is to serve as an Information Technology (IT) Specialist (CUSTSPT) responsible for the delivery of customer support services, including installation, configuration, troubleshooting, customer assistance and/or training, in response to customer requirements.
As an IT Customer Support Specialist, the incumbent is responsible for providing Tier II technical support at the Service Desk and responsible for customer relationship building and problem resolution management.
Work is performed in a tiered Service Desk environment involving support to multiple sites for the planning and delivery of information technology customer support services including installation, configuration, troubleshooting, customer assistance, and/or training in response to customer requirements.
Responds to a variety of failures to devise recovery plans for system failures. Re-images customer workstations as needed and resolves complex problems. Develops and/or using programs and techniques to isolate causes of problems and user errors. Makes quick fixes to restore operations, then analyzes problems, develops recommendations, and works with other staff to implement changes. Trouble-shoots and repairs IT systems and related components, (software & hardware).Provides support and guidance on installing, and operating personal computers, peripheral equipment, and associated software. Supports users on equipment and software; custom installation and maintenance of hardware and software. Serves as a point of information for workstation operations. Receives, responds to, and ensures resolution of all types of help center calls.
Receives requests for resolution of hardware or software problems that may require in-depth research.
Analyzes customer problems and research database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem.
Coordinates external vendor support for warranty repairs when applicable and ensures proper escort assigned while work is performed. Maintains awareness of current trends in information technology. Performs varied research and periodical searches to identify current trends in information systems, hardware, software, and training.Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. Works directly with Property Book Officers and Supply Sergeants to ensure all assigned and transitional property is accounted for. Performs cyclic inventories as required by the Command Supply Discipline Program.
The position resides within the infrastructure and support functions of the state National Guard; the incumbent is not subject to mobilization, nor is the work described part of the military mission; and the incumbent does not perform a key advisory or essential administrative role that is inherently military.
It does not have a comparable military function; the position is required in full-time (civilian) role when the organization, or similar military position, is mobilized to perform continuing post-mobilization functions; or the position requires a skill or competency that necessitates technical expertise or professional qualifications that cannot be readily found in the military structure of the state military force.
May make additional selections within 90 days of eligible(s) issuance.