Duties for Customer Support: The candidate will be responsible for performing work that involves the planning and delivery of information technology customer support services including installation, configuration, troubleshooting, customer assistance, and/or training. Will diagnose and resolve problems in response to customer reported incidents; research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements; develop and maintain databases of problems and their resolution; install, configure, troubleshoot, and maintain customer hardware and software; develop and manage customer service performance requirements; develop customer support policies, procedures, and standards; provide customer training; provide advice and guidance on a wide range of complex IT issues; and represent the office in interactions with other organizations and private contractors.Duties for Network: The candidate will be responsible for performing work that supports the operation, installation, and modification of the local area network (LAN) and/or wide area network (WAN) used to support the office's line and administrative program responsibilities. Will plan, design, develop, and integrate network systems consistent with existing or planned network infrastructures; provide advice and guidance on a wide range and variety of complex networking issues; identify and define business or technical requirements applied to the design, development, implementation, management, and support of systems and networks; test and optimize the functionality of systems, networks, and data; conduct analysis of and recommend solutions to problems or issues involving the local area network and/or wide area network; provide technical leadership on group projects; and represent the office in interactions with other organizations or private contractors. Will also conduct cost-benefit analysis and total cost of ownership and capacity studies; establish routing schema and security practices; develop contingency and recover plans; maintain directory services; manage domain name services; provide intranet, internet, or extranet gateways; upgrade hubs to switches; consolidate regional networks; redesign network infrastructure in response to changes in network technologies or network requirements; evaluate and define infrastructure requirements; and oversee testing and implementation of new network architectures.
Qualifications for Customer Support:For GS-09: The candidate must have 1 year of specialized experience equivalent to at least the GS-7 grade level. Examples include responding to customer IT help requests and resolving problems according to written procedures; maintaining IT manuals, instructions and guidelines; and installing and testing new software upgrades.
For GS-11: The candidate must have 1 year of specialized experience equivalent to at least the GS-9 grade level. Examples include reviewing customer IT issues and troubleshooting/resolving problems, referring the most difficult to a senior specialist; recommending changes in standard IT customer support procedures; and exercising judgment in supporting a wide range of IT applications running on a variety of platforms.
For the GS-12: The candidate must have 1 year of specialized experience equivalent to at least the GS-11 grade level. Examples include resolving the most difficult IT customer support requests (e.g., integration or configuration issues) involving a wide variety of different platforms, operating systems, applications, and desktop configuration; identifying and breaking down IT problems using structured problem resolution approaches; working with network specialists, applications developers, and security specialists to prevent recurring IT problems; and managing the IT problem resolution knowledge database.
Qualifications for Network:For GS-09: The candidate must have 1 year of specialized experience equivalent to at least the GS-07 grade level. Examples include monitoring network performance through use of established online network monitoring tools; installing and testing new network software including upgrades, fixes, and patches; and monitoring and alerting network administrators regarding deterioration in performance and taking action, as directed, to restore network functionality.
For GS-11: The candidate must have 1 year of specialized experience equivalent to at least the GS-9 grade level. Examples include monitoring the ongoing operation of local and wide area networks to ensure proper operation and optimal performance; troubleshooting network problems and contacting application developers or systems engineers to assist in resolving equipment, application or infrastructure problems; and performing routine installation, testing, maintenance and upgrading of network operating system software.
For GS-12: The candidate must have 1 year of specialized experience equivalent to at least the GS-11 grade level. Examples include coordinating the installation, troubleshooting, and fine tuning a LAN/WAN consisting of hardware, software, telecommunications, and networking components; developing plans and designs for network modifications and enhancements; ensuring the confidentiality, integrity, and availability of systems and data accessible on the LAN/WAN; reviewing proposed applications for compatibility and interoperability; analyzing LAN/WAN utilization statistics, performance measures, and system profiles to ensure network robustness; identifying potential performance or capacity problems and planning for changes to avert problems; and analyzing system malfunctions and implementing necessary corrective actions.
Knowledge, Skills, Abilities: Knowledge of network design. Experience with an organization-wide LAN/WAN. Experience providing IT customer support. Experience with systems analysis, design, and programming. Ability to analyze facts, defined problems, and identified solutions.
Substitution of Education for Experience:For GS-09: A Master's degree or 2 full years of graduate education in a qualifying field or a J.D. or LL.B. degree for the experience required at the GS-9 grade level. This education must have been obtained from an accredited college or university with a major in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or a related field that demonstrates the skills necessary to do the work of the position.
For GS-11: A doctoral degree or three full years of progressively higher-level graduate education leading to such a degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or a related field. This education must have been obtained from an accredited college or university and demonstrate the skills necessary to do the work of the position.
Application Deadline: September 30, 2010.
FOR MORE INFORMATION ABOUT THIS JOB AND TO APPLY PLEASE GO TO http://www.Lawcrossing.com
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