IT Specialist (Customer Support)
This position is located in an information management organization. The purpose of this position is to serve as the primary interface between the incumbent's assigned organization and all information systems customers associated with the C4 mission. Responsible for management of the organization's customer support help desk and maintenance of the workload accounting database using help desk software. 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. 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. 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. 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. Military Grades:
E4 - E8 Compatible Military Assignments:
25 series GENERAL
Experience:
Must possess experience, education or training that has provided a basic knowledge of data processing functions and general management principles that enabled the applicant to understand the stages required to automate a work process; experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems. SPECIALIZED
Experience:
GS-09 - Must possess at least 24 months experience, education, or training in analysis of the interrelationship of pertinent components of the system; experience planning the sequence of actions necessary to accomplish the assignment; experience scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency. GS-11 and above - Must possess at least 36 months experience, education, or training that approaches techniques and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; experience planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; experience that required adaptations of guidelines or precedents to meet the needs of the assignment; experience preparing documentation on cost/benefit studies where is involved summarizing the material and organizing it in a logical fashion.
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. 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. 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. Military Grades:
E4 - E8 Compatible Military Assignments:
25 series GENERAL
Experience:
Must possess experience, education or training that has provided a basic knowledge of data processing functions and general management principles that enabled the applicant to understand the stages required to automate a work process; experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems. SPECIALIZED
Experience:
GS-09 - Must possess at least 24 months experience, education, or training in analysis of the interrelationship of pertinent components of the system; experience planning the sequence of actions necessary to accomplish the assignment; experience scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency. GS-11 and above - Must possess at least 36 months experience, education, or training that approaches techniques and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; experience planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; experience that required adaptations of guidelines or precedents to meet the needs of the assignment; experience preparing documentation on cost/benefit studies where is involved summarizing the material and organizing it in a logical fashion.
- Department:
2210 Information Technology Management - Salary Range:
$59,315 to $84,682 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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