Media Help Desk Specialist (Proposal)

Media Help Desk Specialist (Proposal)

Media Help Desk Specialist (Proposal)



Location MO04 - Missouri, Kansas City
Status
Date Opened 1/12/2012
Position Schedule Full Time
Req Code 015-STS-MO0-12

Description
This position will be in support of the National Information Technology Center (NITC), United States Department of Agriculture's (USDA) Office of the Chief Information Officer (OCIO).
Provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email, and personnel requests for technical support. Document, track, and monitor the problem to ensure a timely resolution.

Primary responsibilities will consist of, but not limited to:
. Handling of all IT Media and Disaster Recovery shipments between the offsite vendor and the National Information Technology Center (NITC) which includes retrieving, scanning, reconciliation, packaging of tapes for shipment and creation of shipping documentation
. Comply with all standard operating procedures, policies, and guidelines identified in the System Network Control Center Branch (SNCC) Library Manual or Federal directives related to the handling of PII and non-PII media
. Process and reconcile tape inventory files, maintain and update inventory file on flash drive before going offsite
. Notify the SNCC Lead, COTR or other SNCCB IT Specialist within 15 minutes of becoming aware of delay
. Prepare offsite storage vendor documentation via the web-based processing format for tape shipment
. Retrieve tapes from the automated Libraries and reconcile the tapes against the pull list
. Create a service/incident record for all customer requested actions
. Receive, log, and disperse tapes to the automated or non-automated library after reconciliation is complete
. Research and resolve all tape discrepancies between NITC and offsite storage vendor and notify the SNCCB Lead of the results daily
. Perform or assist SNCC and other NITC personnel in the recovery and restore of customer data
. Report, document and escalate customer contracts regarding issues, problems, and information given
. Ensure customer satisfaction through the resolution of all issues and problems
. Assist as necessary with the Administrative Assistant duties

Education
. Associates Degree
Experience
. Experience and skills in the use of Microsoft Suite and tools for document creation and management (Word, Excel, PowerPoint, Visio, Access, Outlook)
Special Requirements/Certifications
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.
Physical Requirements
N/A