IT Specialist

General Information

• Salary: $59,966 (Step 01) to $77,955 (Step 10); NOTE: First time hires to the Federal Government are typically hired at the Step 01.

As an IT Specialist (Customer Support) within the Earth Resources Observation Science Center, some of your specific duties will include:

- 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 requirements and facilitate associated resolution.

- 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/cybersecurity.

- Support strategies and priorities pertinent to Network, Security, and Infrastructure operations, and collaborate with internal and external stakeholders to accomplish associated goals and objectives.

- Support procurement management of associated infrastructure and end-user services and provide input on associated hardware, and software lifecycle, and maintenance schedules.