09-HQ-069-CB

MAJOR DUTIES:

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Serves as a senior specialist and focal point for assigned IT operating systems. Provides technical expertise and independently oversees testing and migration to the operating environment and advises customer support specialists. Responds to trouble reports assigned by the IT Helpdesk and supervisor, and provides solutions, and recommends actions necessary to avoid future difficulties. Maintains records of analyses, tests, techniques, and procedures applied in problem resolution. Provides formal and informal training and user orientation in the use of existing, new, or changed technology. Troubleshoots support issues for all aspects of information technology (hardware, software, and networks) at the assigned site. Conduct in-depth systems analyses of existing systems and systems components to determine user requirements and opportunities for new and/or enhanced information technology. Provides commercial, off-the-shelf (COTS), Software and Wireless support, and quality customer service. Ensures the appropriate configuration of the operating environment to support new applications and security compliance. Independently consults with IT staff, functional managers, and customers to determine the effect of stated requirements on end user applications and the impact on the current operating environment in accordance with IT standards. Provides detailed information regarding all technical aspects of equipment, software, and systems. Responsible for the set up, loading, and configuration of hardware/software to operate as designed and support the site mission. Works with local users and managers to coordinate requirements, schedules, and resolve operational issues. Provides customer support and Helpdesk assistance. Formulates, recommends, and implements policy and procedures for quality control Analyzes equipment and software reliability and utilization reports. Recommends methods and procedures to coordinate corrective action with IT and local users to optimize utilization of present equipment. Responds to trouble reports assigned by the Helpdesk and provides solutions, and recommends actions necessary to avoid future difficulties. EMLD 6/24