IT Support Specialist

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