Enterprise IT Support Officer (EITSO) Location Support Center (LSC)

Secure our Nation, Ignite your Future

• Provides technical support and customer service to the organization's users of computer applications and hardware (e.g., PCs, servers, mainframes).

• Answers questions regarding system procedures, online transactions, systems status, and downtime procedures and is typically located within a call center. Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems.

• Maintains a troubleshooting tracking log ensuring timely resolution of problems.

• Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills.

• Builds knowledge of the company, processes, and customers.

• Solves a range of straightforward problems.

• Analyses possible solutions using standard procedures.

• Receives a moderate level of guidance and direction.

• Requires expanded conceptual knowledge in own area of expertise while developing additional skill sets.

• Understands key business drivers; uses this understanding to accomplish own work.

• No supervisory responsibilities but may provide guidance to new associates.

• Solves standard problems by analyzing possible solutions using experience, judgment, and precedents.

• Impacts quality of own work and the work of others on the team; works within guidelines and policies.

• Explains information to others in straightforward situations.

Responsibilities include, but are not limited to:

Incident Response:

• Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

• Analyzing, troubleshooting, designing, and implementing fixes.  

• Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.

• Performing remote desktop triage and system repair using remote tools.

• Answering questions regarding system procedures, online transactions, systems status, and downtime procedures. 

• Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

• Special non-commercial systems administrator experience (access management/file transfer) may be required.

Deskside Support:

• Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

• Analyzing, troubleshooting, designing, and implementing fixes. 

• Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.

• Answering questions regarding system procedures, online transactions, systems status, and downtime procedures. 

• Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

All Roles:

• Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.

• Maintaining and updating records and tracking databases.

• Answering questions regarding system procedures, online transactions, systems status, and downtime procedures. 

• Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

• Using best practices and knowledge of internal or external business issues to improve products or services.

• Meeting contractual performance criteria.

Hours of Coverage:

• Member of a team comprised of a variety of skills that provide coverage from 6:00 a.m. – 6:00 p.m.  Opportunities exist to provide 24x7 coverage.

• Support may be required outside of core hours based on customer & mission needs.

Basic Qualifications:

• Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information. 

• Experience resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.

• Self-motivated, organized, with excellent interpersonal, writt