Job Description Summary:
Installs new and/or expands existing microprocessor-based
computer systems, including all desktop personal computer (PC)
moves/additions/changes. Installs new and maintains existing
hardware. Performs inventory on desktop hardware. Prepares reports
as required. Trains and mentors Desktop Support Assistants.
Applying specific technical knowledge, incumbent performs
responsibilities requiring the identification and analysis of
various factors to recommend proper course of action. While some
tasks are complex, most decision-making can be made within
pre-determined approaches. Proceeds on own initiative in compliance
with policies, procedures, and practices, but receives guidance or
expertise from supervisor or higher-level staff when needed. May
lead and provide functional guidance to lower level support
ESSENTIAL JOB DUTIES:
- Acts as the single point of contact for end-users requiring
information technology (IT) assistance by way of phone or email
support requests. Provides end-users with timely problem-solving
and technical support at the desktop.
- Utilizes an IT Service Management system for documenting and
managing incident and service requests. Takes inbound calls/emails
and generates incidents/service requests.
- Coordinates timely installation of disk images to workstations.
Configures individual workstations to the specifications required
to ensure optimal performance.
- Identifies and diagnoses IT related issues between hardware,
software, and/or network related issues. Makes timely and accurate
diagnosis of system related problems. Effectively collaborates with
other IT staff to solve technical matters.
- Performs and updates assets in the Inventory Management system
to include workstations, monitors, printers, and other IT assets.
Repairs, replaces, and moves assigned equipment depending on
various levels of technical competency.
- Installs, repairs, and replaces new workstations and
- Performs testing on new and existing products and services as
assigned. Provides feedback and recommendations based on
- Trains and mentors Desktop Support Assistants to help develop
their technical skills.
- Rolls out new machines and replaces existing equipment as
- Performs institutional upgrades and sweeps, as needed,
following established ITS procedures for installation and machine
- Assists End User Consultants in maintaining standard desktop
and software configurations.
NONESSENTIAL JOB DUTIES
- Related duties and special projects as assigned.
Required Knowledge, Skills, and Abilities: Knowledge of back-end
technologies (e.g. Directory Services, Network Configuration, Image
Creation, Storage, network and workstation security). Excellent
troubleshooting skills. Ability to deal with a high volume of
varying technology from hardware, software, to network connectivity
issues. Ability to articulate problems and resolutions to both
technical and non-technical end users. Ability to diagnose and
repair workstations and peripherals. Ability to use some latitude
for independent judgement, discretion, and action. Experience
working in complex environments with a high degree of
organizational effectiveness. Ability to work successfully in a
team environment. Excellent communication skills with a proven
ability to effectively interact with all levels of employees.
Minimum Education/Training Requirements: Associate's degree in a
related field, or equivalent knowledge.
Minimum Experience: Two years of related professional
Physical Capabilities: Ability to work at a computer for
extended periods of time. Frequently moves computer equipment
weighing up to 40 pounds. Regularly services customers at their
Required Licenses, Certification or Registration: A+
Supervisory Responsibilities/Controls: Reports to Manager. Sets
objectives with supervisor.
Work Environment: Office environment with occasional travel
between National Academies' facilities and to off-site
Any qualification to be considered equivalent, in lieu of stated
minimum, requires the prior approval of the Office of Human
The above statements are intended to describe the general nature
and level of work performed by employees assigned to this job. They
are not intended to be an exhaustive list of all responsibilities,
duties and skills required of personnel so classified. Some
functions in this description may be specific to a particular unit
of the National Academies and not applicable to other units.
Equal Opportunity Employer:
It is the policy of the National Academies to recruit, hire,
transfer, compensate, and promote people in all job categories and
to administer all other personnel actions, terms and conditions of
employment in a manner that is consistent with equal employment,
and does not discriminate on the basis of race, creed, ethnicity,
color, national origin, sex, sexual orientation, gender identity,
age, religion, disability, medical condition for which a person has
been rehabilitated or cured, marital status, family
responsibilities, genetic information, political affiliation,
personal appearance, matriculation, unemployment status, veteran
status, or any other characteristic protected by applicable laws.
It is also the institution's policy to recruit, hire, promote, and
provide reasonable accommodation to qualified individuals with
disabilities and covered veterans who are otherwise qualified.
Scheduled Weekly Hours:
Washington, District of Columbia