Short Description: System Specialist is knowledgeable on usage & support of a collection of development platforms or technical architectures, & products that run on those platforms. Complete Description:
This department over 8,000 non-inclusive (does not include phone calls, personal contacts, staff moves, etc.) requests for service submitted by staff, contractors, and business partners. In addition, there are numerous day to day routine activities that must be performed by the Desktop Services Section staff in order to adequately maintain the desktop, laptop and desktop management environments. The Office of Information Technology and the Information Systems frequently issue enterprise wide IT policies, directives and standards that must be met by the staff, contractors, and business partners.
TASKS TO BE PERFORMED
Develop custom desktop Windows 2000 and Windows XP operating system images for deployment on this departments personal computers utilizing Ghost software. Custom images include: Office XP; McAfee; IE 6.0 (various versions), EPO; Pest Patrol; SMS; various application software; licensed, off the shelf software packages; operating systems service packs and patches. Install, configure and troubleshoot customized images on personal computers and laptops. Upgrade Windows 2000 or XP, Office XP, McAfee, EPO, Pest Patrol, SMS, IE 6.0, application and off the shelf software packages with service packs and patches as required. Install new personal computer hardware and peripherals. Relocate existing equipment to other physical locations. Remove decommissioned personal computers and peripherals from the environment. Some overtime and travel may be required. Migration of NT4.0 domain resources to Active Directory. Insures that SMS client software is properly maintained on all personal computers/laptops. Tests software packages. Conducts rollout pilots. Troubleshoot deployment and package execution problems. Maintains all required documentation. Assists lower-level technicians with development, deployment and troubleshooting activities. Utilizes script programming to design utility programs to be used in evaluating the state of services running on personal computers. Develops SMS queries to manage and monitor software deployments, software licensing and desktop software components installed on desktops/laptops. Exports and manipulates data from the SMS database for management and reporting purposes. Provide Tier 2 technical support on a daily basis by troubleshooting and resolving all types of problems referred from various Tier 1 Help Desks or employees and business partners through the Desktop Service public folders. Coordinate efforts with vendors if Tier 3 technical support is required. Mentor lower-level technicians in troubleshooting techniques and methodologies. Interface with technical support staff from various hardware and software vendors and other Offices. Provide user support services and consultative expertise to network users regarding use of personal computers, peripherals, networked multi-function devices (printer/fax/copier/scanner), office XP and various networked resources. Develop and maintain procedure manuals and systems documentation necessary for the efficient operation and integrity of the Offices resources. Prepare Newsletter materials for posting on intranet site. Software Auditing, investigations and pc/laptop cleanup activities Assists in maintaining the equipment inventory records by documenting changes to the inventory and submitting them for processing within the Remedy Asset Management System. Assists in the disposal of old IT equipment. Assist with the proper disposal of used hard drives. Assist users in destroying old media. Assists users in backing up data stored on personal computers and laptops. Develops recommendations for functional and technical improvements to the operational environment. Adheres to all company Standards and Directives. Identifies, plans and implements replacements for outdated products and technologies.