Job Description and Responsibilities

This position supports the planning and delivery of customer support services, including system installation, troubleshooting, user assistance, and training. Responsibilities include resolving reported issues, analyzing trends, maintaining problem-tracking databases, developing training materials, and performing hardware and software maintenance, including backup and recovery operations. The role also involves assessing user needs, conducting feasibility and trade-off analyses, preparing business cases, and ensuring compliance with information security and cybersecurity policies. Support for DLA eProcurement systems may also be required.

Required Knowledge, Skills and Abilities (KSA)

• Ability to diagnose, troubleshoot, and resolve hardware, software, and system issues while providing effective customer support and user assistance.
• Ability to develop training materials and deliver instruction to help users effectively operate information systems and applications.
• Knowledge of hardware and software installation, maintenance, backup and recovery operations, and problem-tracking database management.
• Ability to analyze reported incidents, identify recurring issues and trends, evaluate work processes, and recommend solutions to improve system performance and service delivery.
• Ability to assess user needs, conduct feasibility studies and trade-off analyses, and develop business cases to support technical and operational decisions.
• Knowledge of information security and cybersecurity policies, principles, and practices, with the ability to apply security requirements when supporting information systems, including DLA eProcurement systems.

Desired KSA

• Be a positive, self-motivated, and proactive person with the ability to adapt to change and tolerate stressful situations.
• Candidate must communicate effectively with team members, team lead, management, and government customers.
• Must have the ability and desire to research and develop creative solutions to unique problems with minimal supervision.

Minimum Training, Education, and Certifications

• Six (6) years of progressive experience in the field of Information Processing.
• Three (3) of which are specialized in Information Processing and involve a range of hardware/software solutions.
• Two (2) of which are concentrated, hand-on experience in installing, diagnosing problems, and training customers in the use of software and hardware.
• SecureView Server Admin and Secure View VPN certification.
• Computing Environment certification (Azure Admin, Oracle, AWS, GIAC, etc.).
• Baseline Certification IAT Level II.

Minimum Clearance

Top Secret

Physical Requirements

Required to stand, walk and sit; communicate verbally both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus. Physical demands associated with this position include extensive walking (including stairs) throughout offices and between buildings. May require use of public transportation, personal or Government vehicle to drive to local and/or remote office locations.

Additional Requirements

Other duties as assigned.

ESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.