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The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option.  The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.   As a Subject Matter Expert Computer User Support Specialist, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them.  Customer service is key to this position.  You will provide technical assistance to computer users by answering questions to resolve computer problems for the end user.  Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems.   POSITION RESPONSIBILITIES: - Manages Deskside Support Technicians in the GSA R03 Regional Office Building. - Performs a variety of clerical and administrative duties pertinent to onsite support. - Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems. - Provides technical support onsite or through phone, email, and instant message remotely to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity. - Provides personal computer support problem analysis, and hardware/software installation and configuration. - Interacts daily with customers to ensure productivity; provides individual feedback.  - Monitors team productivity and quality; provides individual feedback. - Coordinate fix actions with other teams, document fix actions and train junior technicians in R03. - Maintains an audit trail and statistical records of all problems and conditions reported by the client. - Supports R03 Field Office visits personally or with R03 staff. -   CONTRACT REQUIRED QUALIFICATIONS: - Public Trust Clearance (Or ability to obtain) - ITILv4 Foundation Training and ITILv4 Foundation Certification may be obtained within 120 days. - Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments. - Provides technical/management leadership on major tasks or technology assignments. - Has domain and expert technical knowledge. - Decision-making and domain knowledge may have a critical impact on overall project implementation. - Contributes to deliverables and performance metrics and may supervise others   CONTRACT DESIRED QUALIFICATIONS: - Must be willing to work a variety of shifts, including holidays as scheduled - Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients. - Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory 

POSITION SUMMARY The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option.  The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.   As a SME Computer User Support Specialist, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them.  Customer service is key to this position.  You will provide technical assistance to computer users by answering questions to resolve computer problems for the end user.  Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems.  As a SME Computer User Support Specialist, you will manage other technicians in the Regional Office Building (ROB).  You will also be expected to work with customers, other leads and other technical teams as required.   POSITION RESPONSIBILITIES: - Performs a variety of clerical and administrative duties pertinent to Deskside Support. - Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems. - Provides technical support through phone, email, and instant message remotely and in person to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity. - Provides personal computer support problem analysis, and hardware/software installation and configuration. - Interacts daily with customers to ensure productivity; provides individual feedback.  - Monitors team productivity and quality; provides individual feedback. - Coordinate fix actions with other teams, document fix actions and train junior technicians in the ROB. - Maintains an audit trail and statistical records of all problems and conditions reported by the client. - Manages Deskside Support staff in the ROB.   CONTRACT REQUIRED QUALIFICATIONS: - Public Trust Clearance (Or ability to obtain) - Google Cloud Professional. - ITILv4 Foundation Training and ITILv4 Foundation Certification may be obtained after hire. - Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments. - Provides technical/management leadership on major tasks or technology assignments. - Has domain and expert technical knowledge. - Directs and controls activities for a client, having overall responsibility for financial management, methods, and staffing to ensure that technical requirements are met. - Decision-making and domain knowledge may have a critical impact on overall project implementation. - Contributes to deliverables and performance metrics and may supervise others.   CONTRACT DESIRED QUALIFICATIONS: - Must be willing to work a variety of shifts, including holidays as scheduled - Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients. - Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory

ESSENTIAL FUNCTIONS BY LEVEL:   - Responsible for the design, coding, testing and validation of programs that solve engineering related problems - Reviews and tests software components for adherence to the design requirements and documents test results - Utilizes software development and software design methodologies appropriate to the development environment - Analyzes user requirements to derive software design and performance requirements - Designs and codes new software or modifies existing software to add new features; debugs existing software and corrects defects - Integrates existing software into new or modifies systems or operating environments - Develops simple data queries for existing or proposed databases or data repositories - Works closely with end-users and/or internal project teams to develop detailed technical requirements and specifications for the development of the software element for complex systems - Directs the development of the architecture, detailed system design, coding, integration, testing and configuration management schemes for software systems  

ESSENTIAL FUNCTIONS BY LEVEL:     - Performs extensive assessments of systems and networks within the networking environment or enclave and identifies where those systems/networks deviate from acceptable configurations, enclave policy, or local policy through passive evaluations (compliance audits) and active evaluations (vulnerability assessments) - Establishes strict program control processes to ensure mitigation of risks and supports obtaining certification and accreditation of systems to include process support, analysis support, coordination support, security certification test support, security documentation support, investigations, software research, hardware introduction and release, emerging technology research inspections and periodic audits - Assists in the implementation of the required government policy (i.e., NISPOM, DCID 6/3), and makes recommendations on process tailoring - Performs extensive analyses to validate established security requirements and to recommend additional security requirements and safeguards - Supports the formal Security Test and Evaluation (ST&E) required by each government accrediting authority through pre-test preparations, participation in the tests, analysis of the results, and preparation of required reports - Periodically conducts a review of each system's audits and monitors corrective actions until all actions are closed

ESSENTIAL FUNCTIONS BY LEVEL:   - Implements data models, database designs, data access and table maintenance codes - Resolves database performance and capacity issues, and replication and other distributed data issues - Installs and/or upgrades the mainframe product in the related environment - Competent to work in most phases of database management - Under general direction, designs, implements and maintains complex databases with respect to JCL, access methods, access time, device allocation, validation checks, organization, protection and security, documentation, guidelines, and statistical methods - Directs the monitoring, administering and implementing performance on database systems as well as database performance optimization developing/changing database indices, redesigning database structure and reloading data into a database - Maintains database dictionaries, overall monitoring of standards and procedures, and integration of systems through database design - Competent to work at the highest level of all phases of database management  

ESSENTIAL FUNCTIONS BY LEVEL: - Implements data models, database designs, data access and table maintenance codes - Resolves database performance and capacity issues, and replication and other distributed data issues - Installs and/or upgrades the mainframe product in the related environment - Competent to work in most phases of database management - Under general direction, designs, implements and maintains complex databases with respect to JCL, access methods, access time, device allocation, validation checks, organization, protection and security, documentation, guidelines, and statistical methods - Directs the monitoring, administering and implementing performance on database systems as well as database performance optimization developing/changing database indices, redesigning database structure and reloading data into a database - Maintains database dictionaries, overall monitoring of standards and procedures, and integration of systems through database design - Competent to work at the highest level of all phases of database management

ESSENTIAL FUNCTIONS:   - Manages operations of help desk at assigned location - Supervises and trains help desk specialists in the identification of routine/high priority system and software problems - Provides daily supervision and direction to staff who are repsonsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed - Serves as the highest level point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac) and printer problems - Assigns corrective action requirements - Develops and manages training in accordance with established corrective priority categories - Coordinates system trouble reports with database analysts, system and application programmers, and functional database managers - Ensures compliance with electronic and physical security procedures and standards - Establishes and oversees effective call reporting and action system

ESSENTIAL FUNCTIONS:   - Manages operations of help desk at assigned location - Supervises and trains help desk specialists in the identification of routine/high priority system and software problems - Provides daily supervision and direction to staff who are repsonsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed - Serves as the highest level point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac) and printer problems - Assigns corrective action requirements - Develops and manages training in accordance with established corrective priority categories - Coordinates system trouble reports with database analysts, system and application programmers, and functional database managers - Ensures compliance with electronic and physical security procedures and standards - Establishes and oversees effective call reporting and action system

ESSENTIAL FUNCTIONS:   - Manages operations of help desk at assigned location - Supervises and trains help desk specialists in the identification of routine/high priority system and software problems - Provides daily supervision and direction to staff who are repsonsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed - Serves as the highest level point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac) and printer problems - Assigns corrective action requirements - Develops and manages training in accordance with established corrective priority categories - Coordinates system trouble reports with database analysts, system and application programmers, and functional database managers - Ensures compliance with electronic and physical security procedures and standards - Establishes and oversees effective call reporting and action system

ESSENTIAL FUNCTIONS BY LEVEL:     - Monitors data communications network to ensure that network is available to all system users and resolves data communications problems - Receives telephone calls from user with data communications problem such as failure of data to be transmitted to another location - Reviews procedures user followed to determine if specified steps were taken - Explains user procedures necessary to transmit data - Monitors modems and display screens of terminals to mainframe computer to detect error messages that signal malfunction in communications software or hardware - Enters diagnostic commands into computer to determine nature of problem and reads codes on screen to diagnose problem - Attaches diagnostic equipment to phone line to learn if line meets specification - Reads technical reference manuals for communications hardware and software to learn cause of problem - Instructs user to enter specified commands into computer to resolve problem - Calls service technician for service when problem cannot be resolved - Enters operating commands into computer to restart program - Records number of daily data communications transactions and number of problems and actions taken - Updates documentation to record new equipment installed, new sites, and changes to computer configurations - Inspects communications wires and cables - Trains staff and users to use equipment - Coordinates installation of or installs communications lines   

ESSENTIAL FUNCTIONS:   - Manages operations of help desk at assigned location - Supervises and trains help desk specialists in the identification of routine/high priority system and software problems - Provides daily supervision and direction to staff who are repsonsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed - Serves as the highest level point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac) and printer problems - Assigns corrective action requirements - Develops and manages training in accordance with established corrective priority categories - Coordinates system trouble reports with database analysts, system and application programmers, and functional database managers - Ensures compliance with electronic and physical security procedures and standards - Establishes and oversees effective call reporting and action system

ESSENTIAL FUNCTIONS BY LEVEL:     - Monitors data communications network to ensure that network is available to all system users and resolves data communications problems - Receives telephone calls from user with data communications problem such as failure of data to be transmitted to another location - Reviews procedures user followed to determine if specified steps were taken - Explains user procedures necessary to transmit data - Monitors modems and display screens of terminals to mainframe computer to detect error messages that signal malfunction in communications software or hardware - Enters diagnostic commands into computer to determine nature of problem and reads codes on screen to diagnose problem - Attaches diagnostic equipment to phone line to learn if line meets specification - Reads technical reference manuals for communications hardware and software to learn cause of problem - Instructs user to enter specified commands into computer to resolve problem - Calls service technician for service when problem cannot be resolved - Enters operating commands into computer to restart program - Records number of daily data communications transactions and number of problems and actions taken - Updates documentation to record new equipment installed, new sites, and changes to computer configurations - Inspects communications wires and cables - Trains staff and users to use equipment - Coordinates installation of or installs communications lines   

ESSENTIAL FUNCTIONS BY LEVEL:     - Monitors data communications network to ensure that network is available to all system users and resolves data communications problems - Receives telephone calls from user with data communications problem such as failure of data to be transmitted to another location - Reviews procedures user followed to determine if specified steps were taken - Explains user procedures necessary to transmit data - Monitors modems and display screens of terminals to mainframe computer to detect error messages that signal malfunction in communications software or hardware - Enters diagnostic commands into computer to determine nature of problem and reads codes on screen to diagnose problem - Attaches diagnostic equipment to phone line to learn if line meets specification - Reads technical reference manuals for communications hardware and software to learn cause of problem - Instructs user to enter specified commands into computer to resolve problem - Calls service technician for service when problem cannot be resolved - Enters operating commands into computer to restart program - Records number of daily data communications transactions and number of problems and actions taken - Updates documentation to record new equipment installed, new sites, and changes to computer configurations - Inspects communications wires and cables - Trains staff and users to use equipment - Coordinates installation of or installs communications lines   

ESSENTIAL FUNCTIONS:   - Manages operations of help desk at assigned location - Supervises and trains help desk specialists in the identification of routine/high priority system and software problems - Provides daily supervision and direction to staff who are repsonsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed - Serves as the highest level point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac) and printer problems - Assigns corrective action requirements - Develops and manages training in accordance with established corrective priority categories - Coordinates system trouble reports with database analysts, system and application programmers, and functional database managers - Ensures compliance with electronic and physical security procedures and standards - Establishes and oversees effective call reporting and action system

ESSENTIAL FUNCTIONS BY LEVEL:     - Monitors data communications network to ensure that network is available to all system users and resolves data communications problems - Receives telephone calls from user with data communications problem such as failure of data to be transmitted to another location - Reviews procedures user followed to determine if specified steps were taken - Explains user procedures necessary to transmit data - Monitors modems and display screens of terminals to mainframe computer to detect error messages that signal malfunction in communications software or hardware - Enters diagnostic commands into computer to determine nature of problem and reads codes on screen to diagnose problem - Attaches diagnostic equipment to phone line to learn if line meets specification - Reads technical reference manuals for communications hardware and software to learn cause of problem - Instructs user to enter specified commands into computer to resolve problem - Calls service technician for service when problem cannot be resolved - Enters operating commands into computer to restart program - Records number of daily data communications transactions and number of problems and actions taken - Updates documentation to record new equipment installed, new sites, and changes to computer configurations - Inspects communications wires and cables - Trains staff and users to use equipment - Coordinates installation of or installs communications lines   

ESSENTIAL FUNCTIONS BY LEVEL:     - Monitors data communications network to ensure that network is available to all system users and resolves data communications problems - Receives telephone calls from user with data communications problem such as failure of data to be transmitted to another location - Reviews procedures user followed to determine if specified steps were taken - Explains user procedures necessary to transmit data - Monitors modems and display screens of terminals to mainframe computer to detect error messages that signal malfunction in communications software or hardware - Enters diagnostic commands into computer to determine nature of problem and reads codes on screen to diagnose problem - Attaches diagnostic equipment to phone line to learn if line meets specification - Reads technical reference manuals for communications hardware and software to learn cause of problem - Instructs user to enter specified commands into computer to resolve problem - Calls service technician for service when problem cannot be resolved - Enters operating commands into computer to restart program - Records number of daily data communications transactions and number of problems and actions taken - Updates documentation to record new equipment installed, new sites, and changes to computer configurations - Inspects communications wires and cables - Trains staff and users to use equipment - Coordinates installation of or installs communications lines   

ESSENTIAL FUNCTIONS BY LEVEL:     - Monitors data communications network to ensure that network is available to all system users and resolves data communications problems - Receives telephone calls from user with data communications problem such as failure of data to be transmitted to another location - Reviews procedures user followed to determine if specified steps were taken - Explains user procedures necessary to transmit data - Monitors modems and display screens of terminals to mainframe computer to detect error messages that signal malfunction in communications software or hardware - Enters diagnostic commands into computer to determine nature of problem and reads codes on screen to diagnose problem - Attaches diagnostic equipment to phone line to learn if line meets specification - Reads technical reference manuals for communications hardware and software to learn cause of problem - Instructs user to enter specified commands into computer to resolve problem - Calls service technician for service when problem cannot be resolved - Enters operating commands into computer to restart program - Records number of daily data communications transactions and number of problems and actions taken - Updates documentation to record new equipment installed, new sites, and changes to computer configurations - Inspects communications wires and cables - Trains staff and users to use equipment - Coordinates installation of or installs communications lines   

ESSENTIAL FUNCTIONS BY LEVEL:     - Monitors data communications network to ensure that network is available to all system users and resolves data communications problems - Receives telephone calls from user with data communications problem such as failure of data to be transmitted to another location - Reviews procedures user followed to determine if specified steps were taken - Explains user procedures necessary to transmit data - Monitors modems and display screens of terminals to mainframe computer to detect error messages that signal malfunction in communications software or hardware - Enters diagnostic commands into computer to determine nature of problem and reads codes on screen to diagnose problem - Attaches diagnostic equipment to phone line to learn if line meets specification - Reads technical reference manuals for communications hardware and software to learn cause of problem - Instructs user to enter specified commands into computer to resolve problem - Calls service technician for service when problem cannot be resolved - Enters operating commands into computer to restart program - Records number of daily data communications transactions and number of problems and actions taken - Updates documentation to record new equipment installed, new sites, and changes to computer configurations - Inspects communications wires and cables - Trains staff and users to use equipment - Coordinates installation of or installs communications lines   

ESSENTIAL FUNCTIONS BY LEVEL:     - Responsible for installing, configuring, and maintaining operating system workstations and servers, including web servers, in support of business processing requirements - Performs software installations and upgrades to operating systems and layered software packages - 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 - Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures - Monitors and tunes the system to achieve optimum performance levels - Interpret and/or discuss information with others, which involves terminology or concepts not familiar to many people; regularly provide advice and recommend actions involving rather complex issues - May resolve problems within established practices - Ensures workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions - Ensures data/media recoverability by implementing a schedule of system backups and database archive operations - Supports media management through internal methods and procedures or through offsite storage and retrieval services - Develops and promotes standard operating procedures - Conducts routine hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines - Develops and maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation    

ESSENTIAL FUNCTIONS:   - Manages operations of help desk at assigned location - Supervises and trains help desk specialists in the identification of routine/high priority system and software problems - Provides daily supervision and direction to staff who are repsonsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed - Serves as the highest level point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac) and printer problems - Assigns corrective action requirements - Develops and manages training in accordance with established corrective priority categories - Coordinates system trouble reports with database analysts, system and application programmers, and functional database managers - Ensures compliance with electronic and physical security procedures and standards - Establishes and oversees effective call reporting and action system