Help Desk IT Specialist II (Proposal)

Help Desk IT Specialist II (Proposal)

Help Desk IT Specialist II (Proposal)



Location MD18 - Maryland, Beltsville
Status
Date Opened 1/10/2012
Position Schedule Full Time
Req Code 004-STS-MD1-12

Description
Description
This position will be in support of the National Information Technology Center (NITC), United States Department of Agriculture's (USDA) Office of the Chief Information Officer (OCIO).
Provide Tier II support to end users for PC, server or mainframe applications and hardware. Handle problems that tier I support is unable to resolve. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulate or recreate user problems to resolve operating difficulties. Recommend systems modifications to reduce user problems. Maintain currency and high level of technical skill in field of expertise. Escalate more complex problems to senior level.
. Perform System Administration duties in a client server environment
. Manage and perform the steps/actions required in Remedy ticketing system
. Maintain current and high level of technical skill in field of expertise
. Perform and/or oversee security of the data center and escorting of personnel to designated areas of the computer room
. Complete all daily logs and journals associated with maintaining computer room security and control
. Support Disaster Recovery (DR) exercises
. Ensure customer satisfaction through the resolution of all issues and problems reported
. Report, document, and escalate customer contacts regarding issues, problems, and information
. Notify the Contracting Officer's Technical Representative (COTR), Federal Site Lead, and/or Branch Chief for the System Network Control Center Branch (SNCC) or Service Operations Support Branch (SOSB) of any unusual occurrence within 15 minutes of awareness
. Develop and present written/oral presentations for the recommendation of changes and solutions to programs or procedures
. Perform Computer Operations functions such as system IPL's/Reboots, Backups, Configuration Modifications, troubleshoot failures, recycle applications, initiate and perform production scheduling functions


Education
. Associates Degree or comparable work experience
Experience
. Ability to perform research and/or analysis on constantly changing or atypical administrative and/or program related IT issues or problems
. Ability to determine pertinent issues and collect relevant information from a wide variety of sources
. Ability to plan and coordinate maintenance and upgrades in support of NITC Infrastructure and customers
. Ability to optimize the functionality of networks and systems and reallocate system resources
. Ability to diagnose and recover failed systems and applications
. Ability to perform research in the development of useful business requirements
. Ability to perform installation of network cabling, cable termination, fiber optic cable installation and termination
. Ability to install, maintain, and monitor electronic equipment: network cards, CSU/DSUs, hubs, routers, switches, controllers, multiplexors, and other related networking equipment

Skills/Knowledge Required:
. Skills required to perform duties that are critical to maintaining a stable infrastructure and customer access
. Knowledge and skills working in a client server and storage area network environment
. Experienced in performing system backups
. Knowledge of large file system backup strategies using Storage Area Network (SAN) and/or Virtual Tape Libraries (VTL)
. Knowledge of Veritas Netbackup or High Availability Disaster Recovery (HADR) is a benefit
. Knowledge and experience working in a client server environment with one or more: LINUX, Windows, AIX, and UNIX
. Knowledge and skills to perform rack, stack, and installs of servers, software packages, perform system patching and troubleshoot connection or system unavailability issues
. Experience using Remedy ticketing suite or similar tracking system
. Experience using peripheral components to connect to servers, troubleshoot, and diagnose customer connectivity issues or system failures
. Knowledge, skills, and experience installing and terminating Cat 5/6 and Fiber Optic cabling within a datacenter environment
. Experience and skills in the use of Microsoft suite tools: Word, Excel, PowerPoint, Visio, Access, and Outlook

Special Requirements/Certifications
. ITIL V3 Foundation Certification or ability to obtain certification within 90 days of employment start date

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.
Physical Requirements
N/A