BASIC FUNCTION OF POSITION

The incumbent serves as an Information Management Assistant (IMA) assigned to support the classified and unclassified computer networks and messaging systems as needed.  The IMA also assists with telephone and radio management, circuit and network management, and network management, emergency communication testing and maintenance, property management, user training, and direct customer support.  The IMA reports to an assigned Direct Hire Information Management Specialist. Requires a Top Secret Security Clearance.

MAJOR DUTIES AND RESPONSIBILITIES

70% of Time

• Provides Tier I and II support for OpenNet and ClassNet users as assigned.  Provides application support including for the State Archiving and Message Retrieval Toolset (SMART).  Assists with network operations and management, circuit management and troubleshooting, desktop and peripheral troubleshooting and support, C-PKI card management, account management, backup and recovery management, help-desk support, deployment of new computers and peripherals, and all components of IT assurance and security management.  The IMA is required to serve on the IRM Duty Roster, meaning that the incumbent will be on-call to provide emergency after hours support and assistance on a rotational basis.  The IMA will follow the IRM duty SOPs and will come in as needed to troubleshoot critical problems, retrieve high-precedence telegrams, and to provide other assistance as directed.

10% OF TIME  

• Provides support for mobile device management and troubleshooting.  Assists with managing and maintaining inventory controls as needed.  Works with ISC team to ensure that devices are updated and capable to meet user needs.

10% OF TIME         

• Provides assistance with managing and maintaining the telephone and radio programs as needed.  Ensures that user requests are answered and that services are functioning.  Assists with managing and maintaining inventory controls as needed.  Escorts outside technicians into the demarcation point or telephone frame room as needed.

 10% OF TIME         

• Administers and maintains IT inventory and ITCOM inventory.  Ensures proper receiving, transferring and disposal procedures are followed.  Assists the primary inventory clerk with annual inventory requirements. Contributes to office knowledgebase and performs other duties as assigned.

Requirements:

EXPERIENCE:  

• Two years of office management or technical experience is required.  Work related experience should demonstrate a high level of organizational skills, ability to adhere to regulations, aptitude for paying attention to detail, and use of IT software and equipment.

Education Requirements:

• High School diploma is required.

Evaluations:

LANGUAGE:  

• Level IV (Fluent) speaking/reading/writing of English is required. (This may be tested)

SKILLS AND ABILITIES: 

• Must have an excellent working knowledge of Department of State customer service principles and the ability to manage ISC computer systems without long-term assistance.  
• The ability to work both independently and in a team environment, responds to requests in a timely fashion, and resourceful in finding solutions to problems. Must be able to work effectively in the IT environment, maintain constructive communication when addressing customer requests, and closing out tasks.  
• Must be able to coherently document problems, remedies, and write procedures that will be utilized by colleagues.  Position requires a Top Secret clearance.