End User Consultant
Provides technical consulting services to end-users and unit managers on complex technical matters, service quality, and future projects/initiatives. Oversees the installation and/or expansion of micro-processor based computer systems. Validates the integrity of personal computer (PC) and hardware installations and works with unit management to determine specialized software, hardware, and support requirements. Develops high-level configuration solutions. Explores and tests new technologies. Oversees unit inventory and billing. Provides quality assurance on all unit support activities and technology initiatives as they relate to the end-user.
Incumbent applies specific technical and professional-level knowledge to perform responsibilities requiring the identification and analysis of complex factors to determine best course of action. Uses independent judgment and discretion, but may receive guidance or expertise from supervisor or higher- level staff on more complex problems. Trains, mentors, and serves as a resource to lower-level support staff to ensure that service levels are achieved in line with service level agreements. May serve in a lead capacity.
ESSENTIAL JOB DUTIES:
Provides technical consulting services to end-users and unit managers on complex technical matters, service quality, and future project/initiatives. Ensures high quality, high level technical support to assigned units. Utilizes an information technology (IT) service management system for documenting and managing incident and service requests. Responsible for higher level incidents/requests that cannot be resolved at the lower end-user support levels. Mentors and oversees the work of PC Analysts as assigned. Ensures that the quality of service being performed is exemplary. Serves as a resource to lower-level End User Support staff. Evaluates new and existing IT Service processes to ensure relevancy and maximum effectiveness. Oversees the rollout of hardware and software installations, the replacement of existing equipment as needed, and dissemination of end-user and internal-IT use only documentation. Validates acceptance testing efforts of the support team regarding new technology and support services before they are rolled out to the end-user. Signs-off on product readiness based upon test results. Coordinates and oversees institutional upgrades and sweeps for units, as needed, following established procedures for installation and machine configuration. Resolves configuration conflicts, improving software performance and user satisfaction levels. Performs needs assessments, reviews products, and offers procurement advice for software and hardware products to unit managers. Consults with supported unit(s) on technical issues and new projects/technologies, ensuring communication link between the unit and information technology group to provide optimum solutions. Provides quality assurance on technical services and solutions provided to the unit(s), and advises management on improvement. Oversees the maintenance and quality of records in the inventory management system. Regularly collaborates with other information technology staff to determine optimum technical troubleshooting and problem resolution, unit coverage, product recommendations, etc. Provides various weekly and monthly reports for management on a variety of support-related categories.
NONESSENTIAL JOB DUTIES
- Related duties and special projects as assigned.
Required Knowledge, Skills, and Abilities: In depth knowledge of back-end technologies (e.g. Directory Services, Network Configuration, Image Creation, Storage, network and workstation security). Excellent troubleshooting skills. Ability to oversee and coordinate support for a high volume of varying technology issues. Ability to articulate problems and resolutions to technical and non-technical end users and to management. Ability to independently conduct technical assessment meetings with end users on a variety of issues. Ability to provide routine reports and documentation to the end user community. Ability to oversee PC and peripheral repair for unit(s). Ability to use appreciable 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 and as an independent consultant on technical issues. Ability to develop relationships with co-workers and employees in other National Academies' departments through effective communication. 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: Four years of related professional experience.
Physical Capabilities: Ability to work at a computer for extended periods of time. Frequently lifts up to 40 pounds. Regularly services customers at their workstations.
Required Licenses, Certification or Registration: A+ certification preferred.
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 locations.Employee Type:EmployeeScheduled Weekly Hours:37.5City/State:Washington, District of Columbia