End User Computer Technician

About the role

Serves as first level support of non-routine events and incidents (local IT store operations or HQ Exchange data center). Safeguards physical access to Exchange restricted data, processes and services.

Work will be performed onsite at the Waco Distribution Center, with no remote or telework options available due to the Presidential Memorandum "Return to In Person Work".

Requirements

PCS and LSP are not authorized for this position.

• Three years of computer technical support experience, or
• Bachelor's degree and one year of experience in computer technical support

Preferred qualifications include a Bachelor's degree in Business Administration or Information Technology, and a Cisco Certified Networking Tech certificate.

Responsibilities

• Monitors various computing systems for performance; identifies, documents and troubleshoots routine and non-routine performance events
• Repairs and upgrades IT operating equipment and software as directed; updates the associated documentation
• Tests new SOPs and elevates incorrect procedures for revision or correction
• Responds to telephone calls and email requests for assistance with IT operations, which may include providing after hours support
• Uses the IT problem management database to research known problems
• Assists with maintaining IT computing equipment to meet established life cycle plans
• May provide training to end-users in new IT technical features and solutions to problems
• Performs other duties as assigned

Work Challenges

• 24x7 work environment supporting Exchange operations, which requires either shift work, on call, and/or after hours project work and may include holidays and weekends
• IT environment is constantly changing, demanding quick solutions and evolving skills
• IT position may involve extensive temporary duty (TDY) travel