IT SUPPORT SPECIALIST: This position covers planning and delivery of customer support services including installation, troubleshooting, user assistance, and training. Functions may include:
- Performance of or support of diagnosing and resolving problems in response to customer reported incidents,
- Planning and analysis of work processes,
- Researching and reporting trends and patterns of problems,
- Developing training materials and performing computing/information system training sessions,
- Developing and maintaining problem tracking databases,
- Installing, troubleshooting, and maintaining hardware and software,
- Performing backup and recovery operations,
- Maintain property accountability for all IT equipment and software,
- Conduct full and spot inventories of IT equipment as requested by the Project Manager,
- Consulting with users to identify needs and requirements,
- Conducting feasibility studies and trade-off analyses,
- Preparing business cases, and
- Ensuring the rigorous application of information security/Cybersecurity policies, principles, and
IT Support Specialists may be required to support the Client's eProcurement system, a segment of its SAP-based enterprise resource planning system.
IT Support Specialists may be required to support Users to include retrieving data from different tables and reporting mechanisms, assisting with troubleshooting applications, printer set-up, stored procedures, and load/maintain tables when requested.
Minimum Experience:
- Six (6) years of progressive experience in the field of Information Processing, three (3) of which are specialized in Information Processing and involve a range of hardware/software solutions, two (2) of which are concentrated, hand-on experience in installing, diagnosing problems, and training customers in the use of software and hardware.
- IT Support Specialists are IAT-II positions required to meet IAT and CE certification requirements and shall be certified as Help Desk personnel.
DoD Approved 8570 Baseline Certification:
Category IAT Level II Computing Environment:
- Computing Environment Cert Cybersecurity/IA Role/Function: Workstation Admin D Account (TBD at the Task Order level)
Security/Certification Requirements:
Must possess completed IT-II security clearance or have a current National Agency Check with Local Agency Check and Credit Check (NACLC) at time of proposal submission