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ASSIGNMENT RESPONSIBILITIES

Note: All official drafts, documents and recommendations, as listed below, must be reviewed, finalized and approved / accepted by appropriate BPA manager or other federal personnel with the authority to do so.

Field telephone calls, voicemails and emails from BPA IT clients.

Troubleshoot calls/tickets assigned from the IT Service Desk and start the resolution process, bringing in other subject matter experts as required.

Track issues using a central incident management application.

Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group.

Configure Microsoft Office applications and resolve usability issues. Includes troubleshooting Microsoft Outlook clients connecting to multiple Microsoft Exchange Servers and network file shares/printers. Resolve end-user functionality questions with Outlook, Word, Excel, Visio, and PowerPoint.

Troubleshoot and resolve hardware system level problems as they occur, taking a proactive approach to resolve issues before they become major problems.

Configure new desktops, software upgrades, and provide problem solving for hardware, operating systems and security permission issues. Troubleshoot desktop problems both locally and remotely in a multi-domain, secure Active Directory environment.

Verify functionality of enterprise business applications such as the PeopleSoft suite by configuring OS settings and troubleshooting connectivity issues.

Troubleshoot and repair Desktop/Laptop and thin client hardware.

Run diagnostic programs for troubleshooting or monitoring purposes.

With oversight and approval from the BPA Manager, serve as escalation point of contact within the Field IT Support team for Desktop/Laptop and thin client hardware.

Resolve technical issues or escalate in a timely, professional manner.

Support and troubleshoot video-teleconferencing setup and resolve teleconferencing network issues.

Support Citrix XenApp / Application virtualization, to include: troubleshooting client connectivity issues, troubleshooting client performance issues and troubleshooting client printing issues.

Work remotely with subject matter experts (SME's) to resolve complex desktop or network issues.

Manage hardware assets and track via asset management application(s), verifying IT inventories are accurate.

Support peripheral devices (Printers, Smartphones, Scanners, etc.).

Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.

Using BPA and industry standards, follow complex procedures and explain technical solutions to a wide range of clients. Provide recommendations for procedure changes/improvements.

Prioritize work with a focus on client satisfaction and follow through based on established BPA standards and processes. May also serve as Field Craft Coordinator, the primary support/contact for IT issues within the Transmission Business Line. Provide input to verify changes to craft-specific hardware and software systems meet the technical requirements of the assigned Craft. This work may include collaborating with field subject matter experts (SMEs) to gather software / hardware requirements; liaising with the Craft Technical Lead and BPA manager to develop recommendations for compliant software/hardware, equipment, peripherals, etc.; and documenting of the aforementioned.

Recommend hardware, equipment, and materials that are at end of life for appropriate disposal via the Investment Recovery Center (IRC).

Participate with team to develop, document, and draft build guides for equipment; revise and update as required.

REQUIREMENTS

Education & Corresponding Experience (required on matrix)

A Bachelor of Science degree in Computer/Information Technology or a directly-related field is preferred.

With an applicable Bachelor's degree, 6 years of experience is required.

With an applicable Associate's degree, 8 years of experience is required.

Without an applicable degree, 10 years of experience is required.

Experience should be in the Computer/Information Technology or directly related technical field.

Required Technical Skills & Experience (required on matrix)

6 years of experience with Microsoft Windows 7 and Windows 10.

6 years of experience with Desktop/laptop configuration and troubleshooting.

6 years of experience with local and network printer configuration and troubleshooting.

6 years of experience with Desktop security practices, including patching and updating the OS, security settings in the OS and in applications and anti-virus and anti-spy applications.

Preferred Skills & Experience (optional on matrix)

One or more of the following: A+, MCP, MCSE, or other relevant industry certifications preferred. If not certified, must show relevant knowledge.

Experience and working knowledge of Terminal Services/Citrix.

Demonstrated skills in Microsoft Office Suite including Word, Excel, Outlook, PowerPoint and Access.

Additional Requirements (not required on matrix)Valid U.S. Driver's License is required.