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GENERAL DUTIES:

• Provides support for implementation, troubleshooting and maintenance of Information Technology (IT) systems.
• Manages IT system infrastructure and any processes related to these systems.
• Provides support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
• Provides Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems.
• Provides support for the escalation and communication of status to agency management and internal customers.
• Provides support for the dispatch system and hardware problems and remains involved in the resolution process.
• Configures and manages UNIX and Windows operating systems and installs/loads operating system software, troubleshoots, maintains integrity and configures network components along with implementing operating systems enhancements to improve reliability and performance.
  

REQUIRED QUALIFICATIONS:

• Provide support for implementation, troubleshooting and maintenance of IT systems
• Provide Tier 1 (Help Desk) problem identification, diagnosis and resolution of problems
• Manage the daily activities of configuration and operation of IT systems
• Provide assistance to users in accessing and using IT systems
• Provide Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
• Provide support for the escalation and communication of status to agency management and internal customers
• Optimize system operations and resource utilization, and perform system capacity analysis and planning
• Provide in-depth experience in trouble-shooting IT systems
• Provide detailed analysis and feedback to agency management and internal customers for escalated tickets
• Provide support for the dispatch system and hardware problems and remains involved in the resolution process
• Configure and manage UNIX and Windows (or other applicable) operating systems and installs/loads operating system software, troubleshoot, maintain integrity of and configure network components, along with implementing operating systems enhancements to improve reliability and performance
• Ten (10) years experience as a SA in programs and contracts of similar scope, type, and complexity is required. Bachelor’s degree in a technical discipline from an accredited college or university is required.
• Five (5) years of additional SA experience may be substituted for a bachelor’s degree.
  

CLEARANCE:

• Full Scope Polygraph minimum