IT Specialist (SysAdmin) - DHA

Duties

• Serves as a technical authority for installation, monitoring, troubleshooting, and repairs of systems components, including client systems, physical and virtual file, print servers and network connectivity devices.
• Works nationally with component personnel installing, troubleshooting, and overseeing all or portions of major project initiatives using a variety of utility, communication, word processing, database, spreadsheet, and network software.
• Performs root cause analyses and designs failure prevention mechanisms in response to trend data.
• Diagnoses and resolves highly complex systems integration or configuration related problems in response to customer reported incidents.
• Serves as a point of expertise and escalation to other systems staff in utilizing and responding to electronic ticketing systems used for tracking IT problems reported by systems staff and customers.
• Remotely manages and repairs user, application, database, and server systems, through a variety of remote assistance tools.
• Gathers requirements, negotiates options, and designs solutions, and then integrates client and server hardware, software, and systems requirements to effectively address component workload demands.
• Configures standard and unique software packages to meet specific user needs, as well as identifies unique solutions to highly technical requirements.
• Designs complex systems solutions.
• Serves as a component subject matter expert on client/server, database, and systems services while representing the component on agency workgroups.
• Ensures all network infrastructure, system, and programming changes are implemented in a timely manner and all required data is created and transmitted on schedule.
• Evaluates, designs, and implements security permissions and controls to ensure appropriate levels of access to all files, services, networks, and software on the agency network infrastructure.

Qualifications

• Experience must be IT related but may be demonstrated by paid or unpaid duties and/or completion of specific, intensive training (for example, IT certification), as appropriate.
• Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
• Customer Service - Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; know about available products and services; and is committed to providing quality products and services.
• Oral Communication - Expresses information effectively, taking into account the audience and nature of the information; 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

• Providing IT support, including Active Directory and Exchange account management, hardware and software troubleshooting.
• Utilizing ticketing systems to respond to and track IT support requests, remotely installed, managed, and repaired a variety of applications.
• Communicating effectively with users and team members, both orally and in writing, to resolve technical issues and deliver high-quality customer support.