End User Computer Technician

Serves as first level support of non-routine events and incidents (local IT store operations or HQ Exchange data center). Safeguards physical access to Exchange restricted data, processes and services.

Additional Qualifications/Requirements

PCS Not Authorized/LSP Not Authorized

Work - Onsite (Waco Distribution Center)

• Remote/Telework not authorized per Presidential Memorandum "Return to In Person Work"

Job Qualifications

Three years computer technical support.

Or

Bachelor's degree and one year experience in computer technical support.

Degree (one of)

• BACHELORS DEGREE - Preferred

Major/Minor (one of)

• BUSINESS ADMINISTRATION - Preferred
• INFORMATION TECHNOLOGY - Preferred

Certificate/License (one of)

• CISCO CERTIFIED NETWORKING TECH - Preferred

Major Duties

Monitors various computing systems for performance; identifies, documents and troubleshoots routine and non-routine performance events.

Repairs and upgrades IT operating equipment and software as directed; updates the associated documentation. Tests new SOPs and elevates incorrect procedures for revision or correction.

Responds to telephone calls and email requests for assistance with IT operations which may include providing after hours support.

Uses the IT problem management database to research known problems. Assists with maintaining IT computing equipment to meet established life cycle plans.

May provide training to end-users in new IT technical features and solutions to problems.

Performs other duties as assigned.

Work Challenges

24x7 work environment supporting Exchange operations, which requires either shift work, on call, and/or after hours project work and may include holidays, and weekends

IT environment is constantly changing demanding quick solutions and evolving skills

IT position - there may be extensive TDY associated with this IT work