Enterprise IT Support Officer (EITSO) - Location Support Team (LSC)

Secure our Nation, Ignite your Future

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 without escalating to Tier 3 support.  

• 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 without escalating to Tier 3 support.  

• 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.

Equipment Installation & Refresh:

• 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 without escalating to Tier 3 support. 

Special Projects – (Only Certain Locations)

• Supporting facets of network installations, which includes the physical placement of CAT5 and fiber optic cable, wall jacks, racks, and communications equipment as required.

• Installing, pulling and terminating cable, determining and implementing required pin outs, cards power supplies, patch panels, etc., testing and documenting installations, dressing and labeling cables, racks, patch panels, etc.

• Supporting projects that include cabling and implementation in accordance with design documents and build-to packages.

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.

• May have supervisory responsibilities.

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. 

• 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, written, and verbal communication skills. 

• Ability to embrace diverse technical disciplines and excellent customer service skills. 

• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.

• Attention to detail, leadership, and collaborative and independent work process.

• Demonstrated problem solving and technical skills to resolve critical IT issues.

• Expertise, training, and actual work experience with customer speci