* Performs systems administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outages.

* Support and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshooting.

* Analyze, evaluate and test software and hardware in response to issues identified by customer.

* Support in the planning, installation, security and breakdown in support of standing up new facilities and standing down retired facilities.

* Mitigate identified security issues.

* Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot issue. Escalate fully documented ticket if issue cannot be resolved.

* Prepare and maintain activity and progress reports regarding support activities.

* Act to coordinate activities across support agencies to delivery support service to customer. Manage and track escalations to ensure timely resolution of customer issues.

* Contribute to identifying improvements in the support of hardware, software or infrastructure related services.

* Work to meet program service level agreements (SLA's) to resolve customer issues.

* Provide one-on-one and small group training in the use of application (COTS & GOTS) and devices to new users and IT Mart visitors.

* Install, configure and troubleshoot microcomputer hardware and software systems, to include servers.

* Install, configure, and troubleshoot peripheral devices such as, card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devices.

* Conduct diagnostic troubleshooting and repair for microcomputer devices

* Install hardware and software application on a myriad of computer devices



45/hr and 90K

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