it specialist

THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION.

This National Guard position is for a IT SPECIALIST (CUSTSPT) (TITLE 5), Position Description Number T57022P1 and is part of the IL RRB, National Guard.

As a IT SPECIALIST (CUSTSPT) (TITLE 5), GS , you will serve as a customer support specialist performing work involving analytical and evaluative duties related to classified and unclassified

• Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support)
• Typically provides initial incident information to the Incident Response (IR) Specialty.
• Works with users to test and evaluate a variety of software packages.
• 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; investigating and resolving problems arising in the user operation of equipment/systems to extent possible before referring more difficult problems to the appropriate levels; documenting actions taken in Remedy ITSM or the current work ticket tracking system; and serving 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 researches database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem.
• Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software.