Information Technology Specialist (Customer Support)

Department of War Education Activity • Fort Stewart, GA

2d • Onsite

About The Position

This position is within the Department of War Education Activity (DoDEA) Information Technology Division’s Global Operations Branch at Fort Stewart, Georgia. It supports customer-facing IT operations and may be eligible for situational telework in accordance with agency policy. This is a Direct Hire Solicitation.

The position analyzes helpdesk incidents and trends, supports desktop software and web services, troubleshoots hardware and software, and tests software deployment packages and operating system images. The incumbent monitors and updates helpdesk tickets through resolution and provides feedback or solutions related to new deployments.

Requirements

• One year of specialized experience providing immediate response and resolution to information technology tickets, analyzing helpdesk tickets for escalation, diagnosing hardware or software problems, and briefing senior leadership and providing status updates on projects and challenges.
• The specialized experience must demonstrate attention to detail, customer service, oral communication, and problem-solving competencies.
• Must be a U.S. citizen.
• Must obtain and maintain a secret security clearance; the position requires a Tier 3 (T3) investigation.
• Must complete Foundational Qualifications within 9 months of appointment and Residential Qualification requirements within 12 months, in accordance with DoD Directive 8140 and DoD Manual 8140.03.
• Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Requirement.
• Direct deposit of pay is required.
• A one-year probationary period may be required.
• Appointment is subject to a suitability/fitness determination based on a background investigation.
• May be required to sign a transportation agreement.
• Education cannot substitute for the required experience.

Responsibilities

• Analyze incident request trends and patterns to identify opportunities to improve services.
• Analyze, document, and plan additions, upgrades, or configurations for application software and web services.
• Analyze hardware and software problems and perform on-the-spot repair or replacement, or refer issues for other repairs.
• Remove, reinstall, or reconfigure desktop software or web services to correct issues.
• Monitor the helpdesk system for newly submitted tickets and documents, and update existing tickets until resolution.
• Test new software deployment packages and operating system images and provide feedback or solutions.
• Provide immediate responses and resolutions to information technology tickets.
• Analyze helpdesk tickets to determine whether escalation is needed.
• Brief senior leadership and provide status updates on projects and challenges.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed