This position shall perform the following (to include but not limited to) activities:
- Provides phone, remote, and desk-side technical support to users in the areas of network connectivity, as well as BAS support for Building Automation Switches.
- Proactively monitoring the GSA infrastructure using SolarWinds and other tools.
- Provide Help Desk assistance, including answering phones and or web content and monitoring the EM&EM Ticketing queue.
- Maintains an audit trail and statistical records of all problems and conditions reported by the client.
- Basic network and server configuration assistance.
- Responds to complex technical control facility hardware and software problems.
- Interfaces with telco vendor support service groups to ensure proper escalation during outages or periods of degraded system performance.
- Monitors and responds to hardware, software, and network related problems.
- Supports routine testing and analysis of all elements of the network facilities (including power, software, communications machinery, modems, and terminals).
- Utilizes software and hardware tools to identify and diagnose complex problems and factors affecting network performance.
- Troubleshoots network systems.
- Supports testing, installation, and support of network communications, including LAN/MAN/WAN systems. Provides assistance for information systems operations activities, including computer and telecommunications/communications operations, data entry, data control, LAN/MAN/WAN administration and operations support, operating systems programming, system security policy procedures, and operations.