SUPPORT TECHNICIAN I

About the role

Resolves information systems problems involving office automation, data communications, LAN, POS, etc. Provides first line customer support, determines nature of and urgency of problem, dispatches help, etc.

Responsibilities

• Provides first line information systems customer support to information system users worldwide using technical knowledge of computer hardware and software.
• Identifies and, where possible, corrects the problem.
• Manages and controls all requests for information systems resources by using an automated help desk tracking system.
• Enters all requests for resources assistance into the system and tracks status progress of open requests.
• Obtains all mandatory information and enough of a description to sufficiently describe the problem and dispatch appropriate assistance to resolve the problem.
• Determines the nature and urgency of the problem.
• Refers problems to the appropriate level for resolution.
• Notifies supervisor and management of urgent or sensitive problem areas.
• Monitors and updates status of open trouble reports and provides feedback status to customers.
• May provide weekly and monthly productivity reports or assist in preparation of such reports.
• Ensures implementation of the rigorous application of Information Security/Information Assurance policies, principles, and practices in the delivery of Systems, Applications, and/or Services, Hardware, Software.
• Performs other related duties as assigned.

Requirements

• Must be a U.S. Citizen.
• Must comply with the DON Cyber IT CSWF Program requirements of SECNAV M-5239.2.
• Must participate annually in 20 hours of continuous learning (CL) activities.

Qualifications

General Experience: 3 years' experience in administrative, technical, or investigative work which demonstrated the ability and aptitudes required to perform technical, managerial, or analytical work involving management information systems.

Or Substitution of Education for Experience: One year of related academic study above the high school level may be substituted for 9 months of experience, up to a maximum of a 4-year bachelor's degree for 3 years of general experience.

Specialized Experience: One year of experience in the following: Technical Support experience in one or more of the following areas: O/S (i.e., UNIX, Windows XP, W7, DOS, Linux, OS/400, etc.), Database (Oracle, SQL Server, dbase, Access, etc.), Point-of-Sale, Electronic Messaging, Desktop Applications, Retail, Financial, Distribution, Logistics, Human Resources - Working at a technical Help Desk or in a System Support position, Utilizing automated tools for tracking and monitoring support activities, Analyzing support activities through use of automated tools to identify trends in problem resolving metrics.

Skills

• Technical knowledge of computer hardware and software.
• Ability to identify and correct problems.
• Ability to manage and control requests for information systems resources.
• Ability to communicate effectively with customers and stakeholders.

Benefits

None specified.

Pay

None specified.

Schedule

Part-time (20 - 34.5 hours).