Technical Support Specialist III Location: Fort Eustis VA Summary/Objective: The Technical Support/Network Specialist evaluates system potential by testing compatibility of new programs with existing programs. They will evaluate expansions or enhancements by studying workload and capacity of computer system. The Technical Support/Network Specialist provides network infrastructure support to routing and switching equipment, firewalls and IDS/IPS, and associated cabling. Other duties include validating bi-annual equipment inventory and documenting the network. They will also confirm program objectives and specifications by testing new programs, comparing programs with established standards and making modifications. Other tasks may include: Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications; Evaluates vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs; Places software into production by loading software into computer; entering necessary commands; Places hardware into production by establishing connections; entering necessary commands; Maximizes use of hardware and software by training users; interpreting instructions; answering questions; Maintains system capability by testing computer components; Prepares reference for users by writing operating instructions; Maintains historical records by documenting hardware and software changes and revisions; Maintains client confidence and protects operations by keeping information confidential; and Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions for this role.) Required Education and Experience: B.S. degree in Computer Science, Information Systems, Information Technology or other related discipline, OR 6 yrs. experience with an Associates degree OR 8 yrs. equivalent work experience with a certified Tech/Vocational completion of training, OR completion of a Military school with 10 years IT experience relevant to this role; AND CCNA current certification 4 yrs. experience providing telephone support, real-time access to the help desk ticketing system database, weekly operations reports, system management operations assistance, system and end user documentation; 4 yrs. experience with the process of incident management from initial detection and clearly detailed documentation to closure. This includes the ability to correctly prioritize, define urgency and escalate; 4 yrs. experience with request fulfillment and the proper handling of standard approved change requests; Must have strong network experience maintaining Cisco switches and routers, and trouble-shooting general LAN/WAN problems; Must have good knowledge on general security methodologies such as firewalls, IDS/IPS and access control lists; Security + Certification completion after 3 months on the job; Possess excellent soft or interpersonal skills and will utilize active listening and effective communication as a means to provide exceptional customer satisfaction; Facilitate consistent incident resolution through use of critical thinking and troubleshooting proficiency; Recognize the importance of total contact ownership and employ the IT service industry best standards and practices; Candidate must have outstanding problem solving capabilities, strong analytical and organizational skills, and the ability to handle multiple tasks concurrently; and Excellent verbal and written communication skills. Preferred Experience: Experience with the Veteran Affairs or other Government agency is highly desired.
Posted on: Thu, 13 Nov 2014 20:58:28 +0000
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