Information Technology SS V

Job Description:
Information Technology SS V

Under the general guidance of the Learning Systems Unit (LSU) Division Administrator at the Center for Learning and Organizational Excellence (CLOE), the CLOE System Support Specialist V performs advanced (senior-level) IT support work. Works under minimal supervision, with latitude for the use of initiative and independent judgment within standing processes and procedures.

Work involves support of training development/delivery; development of training/technical documentation; composition of compiled information, research and special project support provided to end users. Work includes gathering and documenting user requirements, procedures, and problems to automate processing specific to the division’s learning systems including DFPS Learning Station, CAPPS, BSL/VISTA. Work will

This position’s lead responsibilities will be focused on Tier 2 support, including monitoring Remedy tickets and completing course checks and course reviews prior to learning system implementation. Job performance will require meeting strict timeframes around processing tickets and requests. The incumbent provides impeccable customer service to users who rely on the various learning systems to access agency training courses and employee training records.

This position is part of the Learning Systems Support team.

Performs highly advanced and/or supervisory (senior-level) computer systems support work in a
help desk setting involving providing first-line assistance for operational problems of agency information technology systems and automated office equipment in a stand-alone, network, or mainframe environment. Works under minimal supervision, with extensive latitude for the use of
initiative and independent judgment. Essential Job Functions:
Reviews and prioritizes incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment; identifies and logs the type of problem or request; and monitors the status to ensure a timely resolution.
•Reviews and prioritize issues received from Remedy/Outlook from staff and external stakeholders regarding the Learning Management Systems.
•Researches and identifies user issues received regarding the Learning Management Systems. Issues range from system login, navigation, course credit, accessing courses, quiz resets etc.
•Logs resolution steps in the Remedy system and communicates with the end user.
•Resolves and monitors Learning Management System issues until closure.

Provides routine technical assistance troubleshooting software and hardware problems, as well as office equipment such as phones, printers, and fax machines; recognizes and escalates difficult problems to a higher level of support.
•Provides IT Tier 2 troubleshooting and problem-solving support to staff for the Learning Management Systems. Tier 2 is the functional support with the end users after the issues is receive at the DFPS Help Desk( Tier 1).
•Escalates tickets are send to Tier 3 or other queue’s for further resolution. These issues have been researched and tested to verify there is nothing else from the front end that can resolve the issues.
•Monitors tickets to verify resolution. Once the ticket is escalated, checks in daily to verify the end user gets a resolution to their issue.

Provides guidance to employees on installation standards, operating standards, new procedures, and peripheral equipment functions.
•Provides guidance to eLearning developers on the development standards for Learning Management Systems.
•Reviews and monitors functionality of development products to verify standards were followed in the Learning Management System prior to approving go live.
•Tests development products usability and accessibility to verify standards were met in the Learning Management system prior to approving go live.
•Collaborates with Information Technology Services (ITS) and provides guidance for issues related to installation of eLearning development software.
•Ensures standards are met when using eLearning development software. This is done through our Course Review and Check process.

Installs, maintains, and performs minor repairs to hardware, software, or information resources equipment.
•N/A
Detects errors in job control statements and notifies affected parties following established procedures.
•N/A

Perform backups and system cleanup and assist in the issuing of equipment to staff and the returning of equipment.
•Performs course backup and course archive in the LMS system during to clean up Courses and Course data for end of year processes.
•Performs system end or year Course reset to clear out data and reset course to allow users to take the course annually in the Learning Management Systems.

Maintain records of daily data communication transactions, problems, remedial actions taken, and installation activities.
•N/A

Set up computers and other office equipment for employees; install standard software; ensure proper installation of cables; and help users resolve common hardware, software, and network connectivity issues.
•Troubleshoots login issues related to forgot/passwords, login error messages, new accounts, connections issues for staff and external stakeholders with the Learning Management Systems.
•Resolve or escalates login issues for staff and external stakeholders using the Learning Management Systems.
•Coordinates with ITS to ensure successful installation of eLearning development software for staff.
•Analyzes and determines resolution to issues with the eLearning development software and informs ITS.

Monitors the operation of data communication network equipment, network computer consoles, or similar devices to detect inefficient performance or failures; and initiates corrective action to improve overall performance.
•N/A

Coordinate and/or update computer and mainframe applications.
•Testing Learning Management Systems application as SME when updates/enhancements are introduced.
•Release testing of Learning Management Systems applications as SME for production releases.

Coordinate site planning and preparation regarding changes to computer or data communications configurations and ensure that requirements are met.
•Perform Quality Assurance tasks to verify standards and system requirements are met prior to approving development products can go live in our Learning Management Systems. Courses are reviewed in details to make sure settings are selected correctly and all functional, usability, and accessibility issues are accurate.

Assign logons and rights, print queues, and directory structures; reset passwords; create departmental groups; and run security software.
•Coordinates with Registrar team to establish login information to provide to staff.
•Work with System Amins to establish login information to provide to staff/external stakeholders.
•Collaborates with NSA when issues arise around overall system logins which prevent staff from logging in to Learning Management systems.

Maintain inventory of information technology assets.
•Quarterly maintain Course inventory to ensure only relevant products are active.
•Gather information for Course clean up to Archive out of date and irrelevant products.

Prepare reports on systems efficiency and utilization.
•Contributes to and prepares reports, project plans, recommendations, and instructions for learning systems and related applications, as directed.
•Prepares reports when requested for Course Archive and Deleted to verify course utilization and remove courses not being used within the required timeframe.
•Prepares reports when requested for Course usage, Employee usage and many other LMS front end reports.

Oversee the delivery of technical support for agency employees and other end users to ensure that problems and requests have been appropriately documented and resolved in a timely manner; and provide assistance in researching and resolving escalated problems, including the most complex and/or critical technical problems.
•Provides IT Tier 2 troubleshooting and problem-solving support to staff for the Learning Management Systems. Tier 2 is the functional support with the end users after the issues is receive at the DFPS Help Desk (Tier 1).
•Escalates tickets are send to Tier 3 or other queues for further resolution. These issues have been researched and tested to verify there is nothing else from the front end that can resolve the issues.
•Monitors tickets to verify resolution. Once the ticket is escalated, checks in daily to verify the end user gets a resolution to their issue.

Oversee scheduling, systems monitoring, and problem resolution of batch jobs.
•N/A

Performs related work as assigned.
Knowledge Skills Abilities:
Must have some or most of the following skills:
•Ability to analyze systems and procedures in order to write and revise instructional materials and troubleshooting guides.
•Ability to conduct research, compose, review, illustrate, and edit technical documents, materials, and reports.
•Ability to communicate effectively and diplomatically with a variety of stakeholders and end users.
•Ability to recognize, analyze, and resolve complex functional and technical issues.
•Ability to study and evaluate for standards and procedures.
•Ability to multi-task and prioritize work effectively as daily workload changes.
•Ability to learn software functionality independently and under tutelage as necessary.
•Ability to escalate and coordinate solutions to problems appropriately and effectively.
•Ability to interpret and apply agency/divisional policies and procedures, to analyze and solve issues.
•Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
•Skill in oral and written communication, in instructing others, in facilitating workshops, and in the use of a computer and applicable software.
•Skill in coordinating activities, in the use of a computer and applicable software, and in critical thinking.
•Knowledge of the techniques and methods of planning, organizing, and writing various types of materials.
•Knowledge of the limitations and capabilities of computer software and computer operating systems.
•Knowledge of learning management systems, group processes, group dynamics, and interpersonal relations.
•Ability to operate information technology systems and to communicate effectively.

•Knowledge of the practices, principles, and techniques of computer operations; information systems; computer software and hardware; and information security policies and procedures.

•Skill in the support of computers, in the use of applicable programs and systems, and in troubleshooting information systems.

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