I.                   INTRODUCTION


The Information Technology Specialist (Customer Support) is responsible for providing high quality, cost effective, and state-of-the-art information technology customer service and training throughout the assigned jurisdiction on projects assigned.  The incumbent reports to the Supervisory Information Technology Specialist or Director, Information Technology Division (ITD), as defined, located in the Administrative Service Center (ASC) for all organization and functional matters.  However, specific automation policy and procedural questions and issues may be directed to the Office of Information Technology (OIT) in Headquarters for resolution and guidance.  The incumbent keeps the Supervisory Information Technology Specialist and/or Director, ITD apprised of the outcome of these discussions.





·        Develops and implements IT training initiatives and priorities in geographic areas of assignment.  Performs needs analysis to define opportunities for new or improved business process solutions to meet the requirements of program operations. Consults with customers to identify and specify functional and systems training requirements.

·        Serves as a senior adviser and consultant to the Regional Director, Field Directors, and Program Managers in the geographical area assigned, regarding the full realm of IT training principles, practices and concepts.

·        Consults with experts in other specialty areas to develop integrated action plans for providing needed training to customers.  Issues technical bulletins to inform customers of problems and to instruct them in taking necessary actions.  Develops and updates customer support procedures to ensure appropriate responses to ensure comprehensive support in meeting the IT training needs of the customer base.

·        Develops user documentation, training curricula and provides training on new or changed operating systems, hardware, software, and the application of information assurance and security policies and guidelines.  Provides individual counseling and plans, implements and conducts formal classroom training sessions.  Makes presentations at Department meetings and conferences concerning new IT support procedures, equipment, methods and approaches. 

·        Provides guidance and assistance with problems in the use of automated systems.  Interprets and explains system/network regulations, policies and directives and establishes local procedures, policies, guidelines and training plans for Department automation users.  Issues technical information and bulletins via the Intranet concerning IT user problems and resolutions.

·        Manages assigned projects by leading a team of employees and providing guidance and technical direction for accomplishing the work of the team.  Articulates and communicates to the team the assignment, project, problems to be resolved, actionable events, milestones and/or program issues under review, and deadlines and time frames for completion.  Monitors and reports on the status and progress of work, checks work in progress and reviews completed work to assure that the supervisor’s instructions are observed.  Reports on status and progress of work, prepares reports, and maintains records of work accomplishments and administrative information, as requested. Provides guidance to team members on policies and regulations regarding system development Recommends team training requirements.  Represents team in dealings with management for purposes of obtaining resources.

·        Actively monitors contractor performance to ensure it is consistent with the statement of objectives, service level agreements and other technical requirements of the HITS contract.  Responds quickly and effectively to developing problems and notifies the designated GTM promptly about the problems.  Reviews and evaluates contract deliverables (within the timeframes allowed in the contract) to assure their conformity with the objectives and specific requirements of the contract.  Keep supervisor and upper management fully informed of the contractors’ progress and any problems involving deviation from the scope of work, time schedules, or project costs.

·        Leads or participates in Field IT initiatives that cross jurisdictional lines, as project leader or project team member.



III.             FACTOR LEVELS




Mastery of, and skill in applying advanced IT principles, concepts, methods, standards, and practices such as:


·        Developing and interpreting policies, procedures, and strategies governing the planning and delivery of services throughout the agency.

·        Providing expert technical advice, guidance, and recommendations to management and other technical specialists on critical IT issues.

·        Understanding of interrelationships of multiple IT specialties.

·        Understanding of the agency’s IT architecture.

·        Business process engineering concepts and methods sufficient to lead studies designed to identify potential improvements in the way information technology and training is applied to key business functions.

·        Project management principles, methods, and practices including developing plans and schedules, estimating resource requirements, defining milestones and deliverables, monitoring activities and evaluating and reporting on accomplishments.

·        Oral and written communication techniques.

·        IT problem management methods and practices.

·        New and innovative customer support methods and technologies

·        Information technology resources and infrastructure, including departmental organization, work processes and automated systems; equipment and software platforms, current and projected systems technology resources within the department, departmental system development methodologies; and administrative and program systems that service the local organizations.

·        Organizational structures and work processes as well as a high degree of analytical ability to gather data, arrive at conclusions, and devise solutions to problems that will include program business processes.  Knowledge of cost benefit analysis for desired systems and recommendations for the most effective systems.  Knowledge of and experience in the use of oral and written communication techniques to accomplish ongoing coordination with the program customer and technical management and development staff.

·        Understanding of the agency’s IT architecture.

·        Internet services architecture

·        Database management concepts and techniques


Sufficient to:

·        Lead a project to develop and implement new IT training strategy.

·        Plan and coordinate the development of curricula and training in alignment with business and mission requirements.

·        Plan, implement and manage systems designed to effectively recognize, report, track, and resolve problems; and

·        Evaluate the feasibility of adapting new methods to enhance customer satisfaction.


FACTOR 2 - SUPERVISORY CONTROLS                                                 FL 2-4


The supervisor outlines overall objectives and available resources.  The employee and the supervisor, in consultation, discuss timeframes, scope of the assignment including possible stages, and possible approaches.  The employee determines the most appropriate principles, practices, and methods to apply in accomplishing assignments.  The employee frequently interprets regulations on his/her own initiative, applies new methods to resolve complex and/or intricate, controversial, or unprecedented issues and problems, and resolves most of the conflicts that arise; and keeps the supervisor informed of progress and potentially controversial matters.


The supervisor reviews completed work for soundness of overall approach; effectiveness in meeting requirements or producing expected results, the feasibility of recommendations, and adherence to requirements.  The supervisor does not usually review methods used.


FACTOR 3 - GUIDELINES                                                                                  FL 3-4


The employee uses guidelines and precedents that are very general regarding agency policy statements and objectives.  Guidelines specific to assignments are often scarce, inapplicable or have gaps in specificity that require considerable interpretation and/or adaptation for application to issues and problems.


The employee uses judgment, initiative, and resourcefulness in deviating from established methods to modify, adapt, and/or refine broader guidelines to resolve specific complex and/or intricate issues and problems; treat specific issues or problems; research trends and patterns; develop new methods and criteria; and/or propose new policies and practices.


FACTOR 4 - COMPLEXITY                                                                                  FL 4-5


The overall work consists of a variety of duties requiring the application of many different and unrelated processes and methods to a broad range of IT activities or to the in-depth analysis of IT issues.  The employee makes decisions that involve major uncertainties with regard to the most effective approach or methodology to be applied.  These changes typically result from continuing changes in customer business requirements, or rapidly evolving technology in the specialty areas.  The employee develops new standards, methods, and techniques; evaluates the impact of technological change; and/or conceives of solutions to highly complex technical issues.  The work frequently involves integrating the activities of multiple specialty areas.


Work consists of leading teams and responding to customer service problems requiring development and provision of training.  The employee exercises considerable judgment in planning and coordinating actions with other Field Operations groups to ensure a consistent and integrated response to problems of a potentially more extensive scope and impact.


FACTOR 5 - SCOPE AND EFFECT                                                                     FL 5-5

The work involves isolating and defining unprecedented conditions; resolving critical problems; and/or developing, testing and implementing new technologies.  The work affects the work of other technical experts or the development of major aspects of agency-wide IT programs.  The work enables the customer organizations to accomplish the mission requirements in the most effective manner possible through the optimal management of information.


The work involves researching and evaluating new products and services for the development and provision of IT training.  The employee in this position is responsible for recommending the purchase of products, systems and services where it is determined they would enhance the quality and effectiveness of customer training and support programs.  The work involves developing training guides and curricula for formal and informal IT training for technical, non-technical and management staff.  This work will enhance the quality and responsiveness of customer support services, which, in turn, contributes to the agency’s ability to effective apply information systems and technologies in meeting business and mission requirements.




Personal contacts are with individuals or groups from outside the agency, including consultants, contractors, vendors, or representatives of professional associations, the media or public interest groups, in moderately unstructured settings.  This level may also include contacts with agency officials who are several managerial levels removed from the employee when such contacts occur on an ad hoc basis.  Must recognize or learn the role and authority of each party during the course of the meeting.  Purpose of contacts is to influence and persuade employees and managers to accept and implement findings and recommendations.  May encounter resistance as a result of issues such as organizational conflict, competing objectives, or resource problems.  Must be skillful in approaching contacts to obtain the desired effective; e.g., gaining compliance with established policies and regulations by persuasion or negotiation.


FACTOR 8 - PHYSICAL DEMANDS                                                                FL 8-1


The work is primarily sedentary, however, the work does involve the lifting and moving of information technology equipment.  The employee is required to travel periodically to participate in special work assignments, work groups or conduct training.


FACTOR 9 - WORK ENVIRONMENT                                                                FL 9-1


The work area is adequately lighted, heated, and ventilated.  The work environment involves everyday risks or discomforts that require normal safety precautions. Some employees may occasionally be exposed to uncomfortable conditions during office relocations/realignments; troubleshooting cable problems, etc.