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Job Summary: This includes overseeing and/or performing any necessary diagnoses, troubleshooting, service, and repair of IT equipment and systems. Provides direct customer service touch labor for assessment, diagnosis, and resolution of identified issues.

Job Details: Maintains all configuration documentation for assigned infrastructure
Evaluates hardware in direct coordination with the TIER 1 provider, end users, stakeholders, and other Government personnel as appropriate
Participates in the development and implementation of standards and procedures
Maintains network security protocol and ensures compliance with security policies and procedures
Participates and may lead aspects of installs, moves, changes, adds, and deletes (IMACDs) in coordination with stakeholders
Interfaces with vendors as appropriate to ensure optimal resolution during problems, issues, outages, and/or periods of reduced performance
Helps to develop testing strategies and document results
Provides advice and training to end-users
Troubleshoots and resolves complex problems
May provide work leadership to less-experienced personnel