IT SPECIALIST (CUSTSPT)
1) Serves as a technical expert on all supported automated systems utilized throughout the state. Provides solutions to customer requests for assistance in resolving hardware and software problems. Systems used include personal computers, mini computers and mainframes. Develops and maintains the customer service database for all service requests. Receives, analyzes, and assigns control numbers to all incoming customer requests. Determines if equipment is covered by warranty or maintenance contract and processes accordingly. Uses a process for quickly assessing and determining the actual problems and either solves or assigns unresolved requests to appropriate specific functional area. Follows up with the functional areas to ensure problems are resolved and requests are completed. Ensures continual contact and update of status with the user. 2) Performs intensive collection and analysis of data from the customer service database to create trend reports, performance reports, and future requirements for all areas of Information Management. Provides database maintenance on the customer support database. Participates in the analysis of requests for new and modified applications. Determines equipment demands and number and kind of requests received:
data communications requests, telecommunications requests, visual information requests, and information services requests. Researches trends and patterns to implement new or improved communications methods and procedures. Incumbent uses judgment in relating trends in workload, equipment performance, other activity's experience with comparable proposals to determine the worth of a proposed change in the state's networking, automation, telecommunications, visual information or information services normal working environment. 3) Conducts site surveys for information systems designed to verify adequacy of network operations and ensure customer needs are met. Consults with users and managers to determine specific locations and requirements for the particular system installation. Identifies requirements for and coordinates necessary improvements with Facilities Management Office, Communications Manager and others. Develops bill of materials to support equipment installation. Installs and maintains hardware devices supporting a broad range of information systems employing multiple network and local operating systems and highly sophisticated client server software. Uses detailed reference material and sophisticated diagnostic equipment and complex diagnostic software to identify and resolve internal system and network conflicts. Removes and replaces defective hardware components; installs network/peripheral device interface cards. Performs limited upgrade of hardware to include memory, fixed storage, and installation of network interface cards (NIC) or enhancement cards. 4) Installs and configures workstation or network operating systems, and applications software on a wide range of configurable information systems devices. Configures a wide variety of devices requiring diverse interfaces and device drivers in multiple operating system environments using a wide variety of hardware platforms. Enforces command standards for hardware and software configurations. Configures workstation security parameters. Troubleshoots and corrects complex software problems to include resolving conflicts between applications, hardware and/or device conflicts, and operating system faults. Detects and removes computer viruses. Restores and repairs critical data files. Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. Performs operational tests on equipment in test array or operational configuration prior to issue or installation to ensure proper operation and absence of hardware, software, device or network conflicts. 5) Performs other duties as assigned. GENERAL
Experience:
Individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. SPECIALIZED
Experience:
Must possessone year of specialized experience at the GS 09 level (or equivalent). Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.
Estimated Salary: $20 to $28 per hour based on qualifications.
data communications requests, telecommunications requests, visual information requests, and information services requests. Researches trends and patterns to implement new or improved communications methods and procedures. Incumbent uses judgment in relating trends in workload, equipment performance, other activity's experience with comparable proposals to determine the worth of a proposed change in the state's networking, automation, telecommunications, visual information or information services normal working environment. 3) Conducts site surveys for information systems designed to verify adequacy of network operations and ensure customer needs are met. Consults with users and managers to determine specific locations and requirements for the particular system installation. Identifies requirements for and coordinates necessary improvements with Facilities Management Office, Communications Manager and others. Develops bill of materials to support equipment installation. Installs and maintains hardware devices supporting a broad range of information systems employing multiple network and local operating systems and highly sophisticated client server software. Uses detailed reference material and sophisticated diagnostic equipment and complex diagnostic software to identify and resolve internal system and network conflicts. Removes and replaces defective hardware components; installs network/peripheral device interface cards. Performs limited upgrade of hardware to include memory, fixed storage, and installation of network interface cards (NIC) or enhancement cards. 4) Installs and configures workstation or network operating systems, and applications software on a wide range of configurable information systems devices. Configures a wide variety of devices requiring diverse interfaces and device drivers in multiple operating system environments using a wide variety of hardware platforms. Enforces command standards for hardware and software configurations. Configures workstation security parameters. Troubleshoots and corrects complex software problems to include resolving conflicts between applications, hardware and/or device conflicts, and operating system faults. Detects and removes computer viruses. Restores and repairs critical data files. Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. Performs operational tests on equipment in test array or operational configuration prior to issue or installation to ensure proper operation and absence of hardware, software, device or network conflicts. 5) Performs other duties as assigned. GENERAL
Experience:
Individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. SPECIALIZED
Experience:
Must possessone year of specialized experience at the GS 09 level (or equivalent). Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.
- Department:
2210 Information Technology Management - Salary Range:
$66,256 to $86,131 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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