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IT-Spezialist

U.S. Army Europe and AfricaKaiserslautern, DE

Vor 11 Stunden

Stellenbeschreibung

IT-Spezialist

Kaiserslautern, Germany

Ausschreibungsbereich

WHO MAY APPLY?

Current INTERNAL Local National Employees throughout Germany. This covers all current Local National employees of the U.S. Forces in Germany, including U.S. Air Force and AAFES-Europe within Germany.

EXTERNAL Local National Applicants, who reside in Germany.

Hauptaufgaben

1. Provides Customer Support for Assigned Systems.

Diagnoses and resolves problems in response to customer reported incidents. Receives and diagnoses problems reported by users of the assigned systems. Conducts in-depth analyses of network usage, user complaints, traffic interruptions, hardware and software capabilities, and other relevant factors. Resolution may be accomplished by remote access or by visit to the customer's site. Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements. Monitors performance and trouble reports to devise and provide quality support. Identifies potential performance or capacity problems. Coordinates with senior IT specialists customer assistance capabilities required for the current systems. Determines systemic problems and consults with appropriate IT personnel to implement corrective action.

Records, tracks, and documents resolution customer problems using an automated reporting tool. Records customer requests for assistance electronically. Provides record of immediate resolution or escalates to 21st TSC G6 or Enterprise Service Desk (ESD) for resolution of particularly difficult problems. Ensures that problem resolution is indexed and recorded electronically to assist addressing subsequent occurrences of problems. Consults with other IT Specialists to identify defects in equipment or software performance or user training based on field observations and database reports.

Installs, configures, troubleshoots and maintains customer hardware and software. As a team member assists in the development of DMC-wide plans to deploy and implement upgrades to the system environment (hardware and software). Coordinate with staff and organizational elements to deploy system enhancements with minimal impact to operations. Identifies and initiates appropriate corrective action to isolate and diagnose computer system failures, network outages and client equipment problems. Resolves problems ensuring normal processing is restored as soon as possible. Implements fixes to hardware / software interface and interoperability problems. Coordinate with other IT specialists to provide resolution when necessary.

Provides customer technical assistance and support. Provides ongoing technical support to customers to ensure proper functional use of equipment and programs and to preclude undue interruptions to IT services. Works with customers to ensure efficient operations, which support business requirements. Provides management with information necessary to address difficult problems in automating work processes. Promotes use of automated systems by providing instructions to functional area users on IT processes to include database and file accessing techniques, search strategies, processing and space utilization efficiencies, database security procedures, backup and program recovery techniques, and testing techniques. Works with customers to resolve integration or configuration related issues associated with a variety of different system platforms, operating systems, applications, and desktop configurations. Enforces region-wide policy for use of system resources and services.

Provides customer training. Provides orientation in the use of new or changed technology. Provides formal or informal training to ensure users understand the interrelationships of the system and are able to operate the system without undue difficulty. Prepares user manual or instructions for assigned applications. Monitors and analyzes end-user problems with the assigned Region systems that are widely dispersed geographically.

2. Provides Administration of Assigned Systems

Manages user accounts, network rights and access to systems and equipment, to include administering and managing accounts. Provides appropriate system resources to DMC staff.

Manages system resources on all assigned systems to include performance, capacity, availability, serviceability, and recoverability. Resolves hardware / software interface and interoperability problems to ensure the functionality, integrity, and efficiency. Maintains the system environment to include troubleshooting, problem solving, and software upgrading.

Maintains systems configuration. Implements upgrade and change packages to the software. Advises users of software or hardware of changes, as well as the impact of these changes on current operations.

3. Performs a combination of the following IT duties.

As a team member images computers, loads and configures hardware, software and peripheral equipment. Provides entry-level training to the end-user on a variety of software applications.

Provides Knowledge Management Support. Assesses permissions on all Army 365 tools and applications. Creates and reviews SharePoint sites and pages and performs Site Collection Administration duties

Provides Data Management Support. Analyzes and defines data requirements and specifications and accesses databases used to store and retrieve data. Consults with users on data availability as well as the feasibility of modifying data access processes to achieve evolving data reporting requirements. Develops data visualization in support of DMC customer base.

Performs other duties as assigned.

Qualifikationsanforderungen

Explanations to the E&T Levels (Education & Training Levels) can be found at the link "Description of the Education & Training Levels".

https : / / portal.chra.army.mil / mnrs?sys_id=0a86e971cd2d2d10aaffb5ebb50f5ac9&view=sp&id=mnrs_kb_article&table=kb_knowledge

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