Information Technology Specialist (Customer Support)

The position is assigned to Fleet and Family Readiness (FFR); Commander Navy Region Japan (CNRJ); at Commander, Fleet Activities Yokosuka; and supports installation Information Technology (IT) systems and projects at Installations within Commander, Navy Region Japan. The purpose of this position is to operate the local Help Desk and work closely with the Region N9 IT Manager and N6 to procure, implement, integrate, maintain, and support all IT related business.

System Maintenance Collects and analyzes information, coordinates and defines requirements, conducts feasibility studies, and equipment configurations. Performs hardware and software installs, upgrades and patches. Works closely with vendors, headquarters, and region program managers, Region N9 IT and N6 staff, and users to resolve issues and ensure successful project implementations. Acts as a site Point of Contact (POC) for implementation of new IT based projects. Modifies system components as necessary to comply with revised policies and procedures as well as approved user recommendations. Designs audit routines to test and validate data integrity. Maintains a physical inventory of all hardware and software. Assists in IT systems life cycle management. Ensures all appropriate documentation is on file. Monitors maintenance contacts for renewal and submits purchase requests for support required. Obtains approvals from all required sources. Help Desk Maintenance Receives, responds to, resolves and documents help desk calls. Isolates problems between hardware, system software, application, peripherals, and network devices. Coordinates with departmental program managers to resolve program specific issues. Serves as a monitor and/or operations trouble-shooter. Monitors Retail/Resale/Tracking computer equipment and provides remedial support in troubleshooting sand correcting error conditions and system inefficiencies. Recovers data in the event of a hardware or software failure. Ensures the customer receives a full explanation of the problem and resolution, and provides training and/or guidance to prevent reoccurrence. Completes the process by documenting actions in the department help desk database or standard operation procedures (SOPs). Systems Administration Serves as a primary systems administrator/technician for all Management Information Systems (MIS) computer and telecommunication systems (e.g., Micros, Payroll systems, Food-Trak Inventory Control systems, Wi-Fi, Qubica, Recreation Tracking System (RecTrac), Child & Youth Management System (CYMS), Epitome, and Systems Applications & Products in Data Processing (SAP). Performs account management, system monitoring, data backup, and software/hardware maintenance. Acts as a telephone coordinator to facilitate the provision of cellular and fixed phone services, Video Teleconference (VTC), Integrated Services Digital Network (ISDN), and data communications connectivity Non-Secure Internet Protocal Router Network (NIPRNET) to include hardware installations, maintenance and billing through Naval Computer and Telecommunications Station Far East (NCTS-FE). Performs Personnel Qualifications Standards (PQS) as determined by the department head to maintain proficiency in all MIS computer systems.