IT Specialist

This position is located in the Office of the Managing Director (OMD), Office of the Chief Information Officer (OCIO), Technology Delivery Group, Federal Communications Commission (FCC), located in Washington, DC.

RELOCATION EXPENSES WILL NOT BE PAID.

THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.

The incumbent will be responsible for:

• Ensure the BDC infrastructure and its services are up and running meeting predefined Service Level Agreements (SLAs) or establishing SLA's that do not exist, ensuring daily IT operations and service delivery are properly executed, developing infrastructure and capacity plans to meet business growth, managing infrastructure projects, applying policies / rules and promoting them across the team, managing IT Helpdesk, Deskside Support, Hardware/Software, and Tier 2, 3 and 4 support. This person will exercise as a guiding consultant advising IT Leadership on the Tier 1 – 3 teams (Tier 1&2 lead, AV Tech, etc.).
• Identify stakeholder needs and oversee the delivery of the services within the context of IT business.
• Develop, enhance, and implement IT Operational delivery foundations by establishing processes, as it relates to Broadband Data Collection (BDC) and FCC's Bureaus, and providing consistently high levels of customer service in a cost-effective manner.
• Establish a positive relationship with customers, determining ways to reduce the cost without impacting customer satisfaction, and assessing customer feedback to improve and/or refine services to provide continual service improvements.
• Leverage existing capabilities (e.g., ServiceNow ITSM) and agencies IT tools to create a streamlined and data driven service experience, automate workflow enhancements, improve infrastructure real-time visibility, and increase the overall productivity of BDC and FCC's IT Support team.
• Develop recommendations for and participates with other Agency IT Subject Matter Experts in the assessment of emerging technologies for the enhancement of information security; and information assurance enforcement, analysis, and monitoring, as well as off-the shelf technologies that may enhance capabilities of existing BDC applications and systems.
• Analyze BDC network and operational requirements. Reviews, analyzes, and articulates the telecommunications (local area network (LAN) and wide area network (WAN) to support production requirements for the Agency.
• Provide BDC end-user connectivity to the Agency telecommunications environment utilizing reallocated or newly procured resources.
• Configure and Service delivery, support and align technical and business stakeholder to mitigate technical issues.
• Analyze network workload and monitors network capacity and performance. Utilizes site visits and remote diagnostic tools to review network traffic patterns and other workload factors. Continuously reviews network metrics to ensure network performance meets required service levels. Creates and monitors network alarms to proactively address interruptions or degradation of service. Allocates and/or reallocates bandwidth to meet changes in network demand. Diagnoses and resolves network problems. Determines the technical solutions to restore service to network users.
• Install, test, maintains, and upgrades network operating systems software. Evaluates the impact of the upgrades on network functionality and maintainability and determines implementation approach having minimal impact on network users. Develops network backup and recovery procedures and establishes alternate sources of support. Enhances service delivery support and collaboration between technical stakeholders.
• Monitor and evaluates compliance with IT policies and procedures in the development of information systems. Manages, deploys, maintains, and configures and troubleshoots the FCC enterprise-wide information security systems and components.
• Collaborate with IT Security in the development and implementation of remediation procedures, reporting and responding to security incidents.
• Support and troubleshoots services within the Cloud (AWS, Azure, etc.) and participates and/or in consultation with senior management assesses, evaluates and troubleshoots complex and controversial IT issues/problems and/or fault isolates failures of computer system hardware, software, and/or communications software and associated devices, modems, controllers, and takes corrective action by replacing deficient device (s), component part (s), correcting software failure, or executing contracts for maintenance service. Displays expertise in use of trouble shooting techniques using diagnostic and test equipment used to fault isolate equipment.