This employee performs basic duties in support of one department/division's information technology system by providing support for mainframe applications, system software, local area network (LAN) connections, computer hardware (such as network servers, printers, terminals, and modems), and commercial software packages (such as word processing, spreadsheets, electronic mail, and calendar applications). Performs related duties as required.

(Illustrative only. Any one position may not require all of the listed KSAs nor do the listed examples include all the KSAs which may be required.)

Knowledge of:
Computer operating systems, equipment, peripherals, and application packages.
Network troubleshooting techniques.
Basic diagnostic procedures.
Desktop software packages and operating systems.
Principles of effective documentation.
Internet and intranet architecture.
Network security policies, techniques, and procedures.
Licensing Agreement enforcement.
Database management systems, designs, and tools.

Skill to:
Operate personal computers and related hardware.
Troubleshoot hardware and software problems.
Diagnose technical problems and recommend solutions.

Ability to:
Follow written standards and directions.
Prepare concise reports.
Read and understand technical publications, manuals, and documents.
Generate appropriate documentation related to software, networks, and system usage.
Observe, compare, or monitor data to diagnose problems.
Establish priorities for work tasks.
Communicate effectively both orally and in written format.
Establish and maintain effective working relationships with colleagues, clients, and vendors.

Responds to requests from computer users regarding hardware, software, or network connection problems or questions.
Resolves problems or provides "how-to" instructions using a variety of diagnostic software tools, reference manuals, vendors, and on-the-job experience.
Refers the more difficult problems or non-routine questions to a Senior IT Coordinator or Regional Computer Center (RCC) personnel.
Places service calls with RCC, vendors, and coordinates service for the user.
Advises users of the on-going status of their request and places follow-up calls to ensure that satisfactory service was provided.
Assists computer training functions, such as providing feedback to instructors on common problems/questions and recommends training for users.
Reviews records to check for hardware/software inventory, update service calls, and verify or modify user identification records.
Learns the function and operation of new products, systems, or equipment by attending training or through tutorial or self-instruction.
Produces basic statistical or work activity reports by generating computer queries or gather and assembling data.
Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
Working knowledge of current safety policies, instructions for proper usage, and other procedures and professional practices required for completing job duties.
Identifies unsafe practices and conditions and brings such matters to the attention of the crew leader or supervisor.

OR

Each applicant must have completed 18 quarter credit hours from an accredited college or university in computer science, information technology, and/or computer programming and must have one year of professional, paid work experience performing work in computer support and/or troubleshooting.

PROMOTIONAL:
Each applicant must meet the required education and experience of the open requirements.

OR

Each applicant must have four years of experience in computer operations or providing technical computer support for users.

OTHER REQUIREMENTS
Must pass a security clearance check.

https://www.dantes.doded.mil/EducationPrograms/get-credit/creditmilitary.html

Environmental Conditions: Indoor environment; exposure to computer screens; work closely with others.

Physical Conditions: Duties require maintaining physical condition necessary for sitting, standing, and walking for prolonged periods of time; moderate lifting and carrying; general manual dexterity.