Attachment 6 - ESC CSCS Job Descriptions.docx

Enterprise Services Center (ESC)

CUSTOMER SERVICE CENTER SUPPORT (CSCS)

Job Descriptions Attachment 6

Enterprise Services Center 6500 South MacArthur Boulevard Oklahoma City, OK 73125

21 July 2021

Skill Categories Employee Labor Categories – When authorized, the contractor shall provide qualified personnel to satisfy specific tasks that require work on an “as needed” basis provided such requirements are within scope of the contract. These tasks may be fixed priced or labor hour using pre-negotiated skill categories and shall be requested and negotiated by the Contracting Officer (CO). The Contractor shall provide employees for the specified categories of labor identified below.

Contractor employees must have the knowledge, skills, and certifications necessary to perform the required services in the tasks. For Labor Hour tasks, all resumes must be submitted for government approval with appropriate certification as needed. Contractor employees not meeting minimum qualifications/certification must provide the Government with a waiver request and explanation for their approval.

Program Manager (Professional Position)

Experience:

-Be highly experienced in management of projects of the magnitude of this contract.

-Have a working knowledge of Government logistics operations.

-Possess effective management, organization, and problem solving skills.

Minimum Education:

-Bachelor’s degree, successfully completed 24 hours of college level management or business courses, -Seven (7) years of project management or managerial experience in either private industry or the Government.

Duties:

-Managing the program for the Contractor.

-Being the primary point of contact for the CO, COR or MMAC PM to resolve problems under the contract.

-Designating a contractor representative as acting PM whenever absent and providing adequate notifications to the CO and COR.

-Ensuring all CDRL reports and other deliverables are delivered timely.

-Attending meetings pertaining to contract performance as required by the CO.

-Manage Contract staff

Flash/HTML5 Content Creator (Professional Position) The Flash/HTML5 Content Creator works with the multimedia production team to design and develop web / visual effects used in multimedia material. This position requires Flash and HTML5 content creation capability, conceptualizing computer graphics and creating designs with minimal instruction, incorporating graphics into documents utilizing multimedia concepts and methods, maintaining a graphics library of completed designs, inputting / modifying and exporting graphics, transferring / merging and adjusting designs as needed, and other graphic design services as needed. Communicating Federal Aviation Administration concepts into a web-based format by maintaining FAA Branding Policy (see Exhibit 1). The Flash/HTML5 Content Creator should have a four year degree in one of the following disciplines: Graphic Design, MIS, Computer Programming or Flash/HTML5 content creation. Experience can substitute for education. Ideal candidate will have experience in web and graphic designs. Emphasis will be placed on Flash and HTML5 content creation.

Experience:

-Extensive knowledge of and experience with Articulate Storyline;

-Extensive knowledge of and experience with web markup, HTML4 and HTML5;

-Extensive knowledge of and experience with creating and verifying Accessible content (508 Compliance);

-Ability to produce assets for display via a Learning Management System (LMS), HTML5, Adobe Flash, and other internet display technologies;

-Experience conceptualizing web-based navigation with an emphasis on user experience;

-Knowledge of web graphics standards and practices;

-Proficiency in designing graphics and layout for web-based delivery;

-Ability to develop graphics in vector and raster formats;

-Understanding of multiple computer platforms and internet browsers and their differing abilities to display eLearning, HTML5 and graphic content;

-Experience with JAWS screen reading software a plus;

-Experience with Adobe Creative Cloud products including Photoshop, After Effects, and Illustrator a plus;

-Ability to work well with programmers, developers, content managers, and other key personnel in an interactive development situation;

Minimum Education:

-Four-year degree in one of the following disciplines: Graphic Design, MIS, Computer Programming or Flash/HTML5 content creation. Experience can substitute for education.

-Ideal candidate will have experience in web and graphic designs. Emphasis will be placed on Flash and HTML5 content creation -Individuals must demonstrate good communication skills

DUTIES:

-eLearning course design, development and publication via a Learning Management System (LMS) -Conversion of Flash content to HTML5 -Proficient understanding of web markup, including HTML5 -Experience creating Accessible content (508 Compliance) and knowledge of Accessibility standards -Creating digital graphics and creating designs with minimal instruction -Creating reports -Creating various types of training materials and publications -Conceptualizing computer graphics and creating designs with minimal instruction and Incorporating graphics into documents utilizing multimedia concepts and methods -Maintaining a library of completed courses, programs and designs -Inputting, modifying, importing and exporting graphics and text -Transferring, merging and adjusting content as needed -Archiving completed projects -Communicating Federal Aviation Administration concepts into a web-based format while ensuring Section 508 Compliance -Other eLearning/Flash/HTML5 services as needed

#01020 Administrative Assistant (Service Contract Act (SCA) Position)

Work requires familiarity with the terminology of the AMK-263 Media & Print Solution Section. In addition to secretarial duties (filing, taking phone calls, scheduling appointments, making travel arrangements), this position will provide administrative support to contract staff with office management responsibilities to include budgeting, personnel records and payroll. The Administrative Assistance must also interact with the Program Manager, Alternate Program Manager, contract Supervisor, SME’s, FAA supervisors, COR, program analysts and Unit Manager of the FAA Media Solutions in preparation and maintenance of various reports. Provide oversight and direction to all contractors assigned to FAA Media Solutions scanning efforts.

Experience:

-Three years of directly related work experience is required;

-Individuals must demonstrate good communication skills -Three years in operating medium and large-scale office environment.

-Must be familiar with all normal operating procedures.

-Under general supervision, operates computer consoles and peripheral equipment.

Minimum Education:

-A High School diploma or equivalent is required.

-Duties -Receives incoming calls and greets visitors in a courteous and professional manner. Responds to general inquiries and refers specific inquiries concerning division and other programs to appropriate staff member, division, or office.

-Responds to inquiries from agency personnel, applicants, and the general public concerning printing and distribution work orders. Refers inquiries to appropriate specialist or assistant when necessary.

-Responds to requests for printing and distribution requests received by telephone, voice mail, correspondence, electronic mail, or facsimile. Photocopies form letters, applications, etc.

-Prepares mailing labels, assembles requested information, and mails it to applicants.

-Updates records in accordance with prescribed policy and procedures. Update spreadsheets and price print work orders with simple addition. Print work orders, prepare mailing labels, and send them to the appropriate department.

-Prepares work orders to be printed by print shop. This may include typesetting, file manipulation, file organization and customer interaction.

-Monitor print and scan systems queue; and initiate printing and scanning. Monitor in-house print queue and work bins set up of jobs and printing using High speed state of the art printers and software requiring minimal labor support.

-Operate all equipment including but not limited to high speed laser printers, large format printers, impact printers, color printers and scanners and shredder.

-Apply knowledge for setting up print jobs, scanning and proper document destruction. Including those requiring special setup of forms, fonts, signatures, merges.

-Perform reprint and corrections of jobs from servers or printers as needed on a daily basis.

-Utilize scanners to produce digital copies of documents for retention purposes. Scanned documents will be stored on Alto server, various local, network and cloud storage devices.

-Quality check all work verifying that it is correct and of acceptable quality. Jobs are reviewed on a job by job basis.

-Insure all jobs are delivered according to instructions.

-Load printers/scanners with appropriate paper or forms. This may require moving of pallets of paper and lifting of boxes weighing up to approximately 40 pounds. These functions may be performed daily.

-Apply knowledge as needed for basic & preventative maintenance and cleaning of printing / scanning machines. Such as adding toner, cleaning sheets, fuser oil, staple wire, ribbons, rollers, paper, removal of paper jams, vacuuming and cleaning of machine as needed.

-Inventory of printing supplies such as paper, ribbon, toner, developer, tape binds, GBC, fuser oil, film, etc. to be done bi-weekly and order placed to appropriate government personnel as needed.

-Log calls for printer maintenance and document purpose of call and action taken by vendor as needed.

-Exerting force to lift up to 50 pounds occasionally.

-Collecting and distributing print and scan jobs for customers as needed.

-Reading and following work instructions and policies necessary for processing jobs.

-Destruction of media as needed through a commercial shredder.

-Support for other functions within the Media Solutions Unit, as designated by the government.

#01110 General Clerk (Occupational Base) The General Clerk follows clearly detailed procedures in performing simple repetitive tasks in the same sequence. Responsibilities would include filing pre-coded documents in a chronological file, or operating office equipment, (e.g., mimeograph, photocopy, addressograph or mailing machine).

#01111 General Clerk I (SCA Position) Ability to learn the terminology of the AMK-263 Media & Print Solution Section. This position follows clearly detailed specific procedures in completing several repetitive clerical steps performed in a prescribed or slightly varied sequence, such as coding and filing documents in an extensive alphabetical file; could involve simple posting to individual accounts, opening mail, calculating and posting charges to departmental accounts, operating basic office equipment, e.g., photocopier, facsimile, multi-line phone/voicemail systems, mailing machines, and minimal computer programs. Little or no subject-matter knowledge is required, but the clerk uses his or her own judgment in choosing the proper procedure for each task Experience:

-3 to 6 Months of general office experience -Proficient in Microsoft Word and Microsoft Excel -Individuals must demonstrate good communication skills and the ability to work under general direction only.

Minimum Education:

-A High School diploma or equivalent is required.

Duties:

-Receives incoming calls and greets visitors in a courteous and professional manner. Responds to general inquiries and refers specific inquiries concerning division and other programs to appropriate staff member, division, or office.

-Responds to inquiries from agency personnel, applicants, and the general public concerning printing and distribution work orders. Refers inquiries to appropriate specialist or assistant when necessary.

-Responds to requests for printing and distribution requests received by telephone, voice mail, correspondence, electronic mail, or facsimile. Photocopies form letters, applications, etc. Prepares mailing labels, assembles requested information, and mails it to applicants.

-Updates records in accordance with prescribed policy and procedures. Update spreadsheets and price print work orders with simple addition. Print work orders, prepare mailing labels, and send them to the appropriate department.

-Prepares work orders to be printed by print shop. This may include typesetting, file manipulation, file organization and customer interaction.

-Monitor print and scan systems queue; and initiate printing and scanning. Monitor in-house print queue and work bins set up of jobs and printing using High speed state of the art printers and software requiring minimal labor support.

-Operate all equipment including but not limited to high speed laser printers, large format printers, impact printers, color printers and scanners and shredder.

-Apply knowledge for setting up print jobs, scanning and proper document destruction. Including those requiring special setup of forms, fonts, signatures, merges.

-Perform reprint and corrections of jobs from servers or printers as needed on a daily basis.

-Utilize scanners to produce digital copies of documents for retention purposes. Scanned documents will be stored on Alto server, various local, network and cloud storage devices.

-Quality check all work verifying that it is correct and of acceptable quality. Jobs are reviewed on a job by job basis.

-Insure all jobs are delivered according to instructions.

-Load printers/scanners with appropriate paper or forms. This may require moving of pallets of paper and lifting of boxes weighing up to approximately 40 pounds. These functions may be performed daily.

-Apply knowledge as needed for basic & preventative maintenance and cleaning of printing / scanning machines. Such as adding toner, cleaning sheets, fuser oil, staple wire, ribbons, rollers, paper, removal of paper jams, vacuuming and cleaning of machine as needed.

-Inventory of printing supplies such as paper, ribbon, toner, developer, tape binds, GBC, fuser oil, film, etc. to be done bi-weekly and order placed to appropriate government personnel as needed.

-Log calls for printer maintenance and document purpose of call and action taken by vendor as needed.

-Exerting force to lift up to 50 pounds occasionally.

-Collecting and distributing print and scan jobs for customers as needed.

-Reading and following work instructions and policies necessary for processing jobs.

#01112 General Clerk II (SCA Position) Work requires familiarity with the terminology of the AMK-263 Media & Print Solution Section. Follows a number of specific procedures in completing several repetitive clerical steps performed in a prescribed or slightly varied sequence, such as coding and filing documents in an extensive alphabetical file, simple posting to individual accounts, opening mail, and calculating and posting charges to departmental accounts. Little or no subject-matter knowledge is required, but the clerk needs to choose the proper office procedure for each task.

Experience:

-6 - 9 Months of general office experience

- Proficient in Microsoft Word and Microsoft Excel.

- Directly related work experience is required -Individuals must demonstrate good communication skills and the ability to work independently or under general direction only.

Minimum Education:

-A High School diploma or equivalent is required.

Duties:

-Receives incoming calls and greets visitors in a courteous and professional manner. Responds to general inquiries and refers specific inquiries concerning division and other programs to appropriate staff member, division, or office.

-Responds to inquiries from agency personnel, applicants, and the general public concerning printing and distribution work orders. Refers inquiries to appropriate specialist or assistant when necessary.

-Responds to requests for printing and distribution requests received by telephone, voice mail, correspondence, electronic mail, or facsimile. Photocopies form letters, applications, etc. Prepares mailing labels, assembles requested information, and mails it to applicants.

-Updates records in accordance with prescribed policy and procedures. Update spreadsheets and price print work orders with simple addition. Print work orders, prepare mailing labels, and send them to the appropriate department.

-Prepares work orders to be printed by print shop. This may include typesetting, file manipulation, file organization and customer interaction.

-Monitor print and scan systems queue; and initiate printing and scanning. Monitor in-house print queue and work bins set up of jobs and printing using High speed state of the art printers and software requiring minimal labor support.

-Operate all equipment including but not limited to high speed laser printers, large format printers, impact printers, color printers and scanners and shredder.

-Apply knowledge for setting up print jobs, scanning and proper document destruction. Including those requiring special setup of forms, fonts, signatures, merges.

-Perform reprint and corrections of jobs from servers or printers as needed on a daily basis.

-Utilize scanners to produce digital copies of documents for retention purposes. Scanned documents will be stored on Alto server, various local, network and cloud storage devices.

-Quality check all work verifying that it is correct and of acceptable quality. Jobs are reviewed on a job by job basis.

-Insure all jobs are delivered according to instructions.

-Load printers/scanners with appropriate paper or forms. This may require moving of pallets of paper and lifting of boxes weighing up to approximately 40 pounds. These functions may be performed daily.

-Apply knowledge as needed for basic & preventative maintenance and cleaning of printing / scanning machines. Such as adding toner, cleaning sheets, fuser oil, staple wire, ribbons, rollers, paper, removal of paper jams, vacuuming and cleaning of machine as needed.

-Inventory of printing supplies such as paper, ribbon, toner, developer, tape binds, GBC, fuser oil, film, etc. to be done bi-weekly and order placed to appropriate government personnel as needed.

-Log calls for printer maintenance and document purpose of call and action taken by vendor as needed.

-Exerting force to lift up to 50 pounds occasionally.

-Collecting and distributing print and scan jobs for customers as needed.

-Reading and following work instructions and policies necessary for processing jobs.

#01113 General Clerk III (SCA Position) Work requires familiarity with the terminology of the AMK-263 Media & Print Solution Section. This position uses some subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in nature and sequence. The General Clerk III selects from alternative methods and refers problems not solvable by adapting or interpreting substantive guides, manuals, or procedures. Typical duties include: assisting in a variety of administrative matters; maintaining a wide variety of financial or other records (stored both manually and electronically); verifying statistical reports for accuracy and completeness; compiling information; and handling and adjusting complaints.

The General Clerk III may also direct lower level clerks. Such positions (which may include supervisory responsibility over lower level clerks) require workers to use a thorough knowledge of an office's work and routine to: 1) choose among widely varying methods and procedures to process complex transactions; and 2) select or devise steps necessary to complete assignments.

Experience:

-Twelve months of general office experience -Proficient in Microsoft Word and Microsoft Excel -Two years in operating medium and large-scale office environment.

-Must be familiar with all normal operating procedures.

Minimum Education:

-A High School diploma or equivalent is required.

Duties:

-assisting in a variety of administrative matters;

-maintaining a wide variety of financial or other records (stored both manually and electronically);

-verifying statistical reports for accuracy and completeness;

-compiling information;

-and handling and adjusting complaints;

-Receives incoming calls and greets visitors in a courteous and professional manner. Responds to general inquiries and refers specific inquiries concerning division and other programs to appropriate staff member, division, or office;

-Responds to inquiries from agency personnel, applicants, and the general public concerning printing and distribution work orders. Refers inquiries to appropriate specialist or assistant when necessary;

-Responds to requests for printing and distribution requests received by telephone, voice mail, correspondence, electronic mail, or facsimile. Photocopies form letters, applications, etc. Prepares mailing labels, assembles requested information, and mails it to applicants;

-Updates records in accordance with prescribed policy and procedures. Update spreadsheets and price print work orders with simple addition. Print work orders, prepare mailing labels, and send them to the appropriate department;

-Prepares work orders to be printed by print shop. This may include typesetting, file manipulation, file organization and customer interaction;

-Monitor print and scan systems queue; and initiate printing and scanning. Monitor in-house print queue and work bins set up of jobs and printing using High speed state of the art printers and software requiring minimal labor support;

-Operate all equipment including but not limited to high speed laser printers, large format printers, impact printers, color printers and scanners and shredder;

-Apply knowledge for setting up print jobs, scanning and proper document destruction. Including those requiring special setup of forms, fonts, signatures, merges;

-Perform reprint and corrections of jobs from servers or printers as needed on a daily basis;

-Utilize scanners to produce digital copies of documents for retention purposes. Scanned documents will be stored on Alto server, various local, network and cloud storage devices;

-Quality check all work verifying that it is correct and of acceptable quality. Jobs are reviewed on a job by job basis;

-Insure all jobs are delivered according to instructions;

-Load printers/scanners with appropriate paper or forms. This may require moving of pallets of paper and lifting of boxes weighing up to approximately 40 pounds. These functions may be performed daily;

-Apply knowledge as needed for basic & preventative maintenance and cleaning of printing / scanning machines. Such as adding toner, cleaning sheets, fuser oil, staple wire, ribbons, rollers, paper, removal of paper jams, vacuuming and cleaning of machine as needed;

-Inventory of printing supplies such as paper, ribbon, toner, developer, tape binds, GBC, fuser oil, film, etc. to be done bi-weekly and order placed to appropriate government personnel as needed;

-Log calls for printer maintenance and document purpose of call and action taken by vendor as needed;

-Exerting force to lift up to 50 pounds occasionally;

-Collecting and distributing print and scan jobs for customers as needed;

-Reading and following work instructions and policies necessary for processing jobs;

-Destruction of media as needed through a commercial shredder;

-Support for other functions within the Media Solutions Unit, as designated by the government.

#14041 Computer Operator I (SCA Position) The Computer Operator I works under close personal supervision and is provided detailed written or oral guidance before and during assignments. As instructed, this worker resolves common operating problems and may serve as an assistant operator working under close supervision or performing a portion of a more senior operator's work.

COMPUTER OPERATOR, LEVEL I – (TASK 1 Service Desk & Remote Support Section) Experience:

-Minimum one or more years’ experience in a service desk, call center or other technical support role, preferably in professional services;

-Able to communicate effectively over the phone or in person. English is required, but other languages welcome;

-Able to write clearly and concisely;

-Sufficient maturity in interpersonal development needed to contend with potential difficult situations and users;

-Basic computer knowledge;

-Able to work in a fast-changing, stressful environment where you must be flexible and learn quickly;

-Remedy ITSM software preferred.

Minimum Education:

-High School diploma or equivalent plus one year related experience;

-Within four months of hire date, Help Desk Institute (HDI) Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification required.

Duties:

-Answer phones promptly;

-Under direct supervision, provide customer assistance with routine inquiries and applications, software, hardware and network operations problems;

-Log all events and document findings and actions taken to resolve events in an ITSM software tool;

-Follow and make use of standard procedure documentation;

-Able to resolve less complex events immediately. More complex events are escalated to second level support.

COMPUTER OPERATOR, LEVEL I – (TASK 4– Printing Services & Course Development)

-6 months of general office experience -Proficient in Microsoft Word and Microsoft Excel

Minimum Education:

-High School diploma or equivalent

Duties:

-Monitor mainframe systems print queue to initiate printing. Monitor in-house print queue and work bins set up of jobs and printing using High speed state of the art printers and software requiring minimal labor support;

-Operate all equipment including but not limited to high speed laser printers, large format printers, impact printers, color printers and scanners;

-Apply knowledge for setting up print jobs, scanning and proper document destruction. Including those requiring special setup of forms, fonts, signatures, merges;

-Perform reprint and corrections of jobs from servers or printers as needed on a daily basis.

-Utilize scanners to produce digital copies of documents for retention purposes. Scanned documents will be stored on Alto server, various local, network, and cloud storage devices;

-Quality check all work verifying that it is correct and of acceptable quality. Jobs are reviewed on a job-by-job basis.

-Insure all jobs are delivered according to instructions.

-Load printers with appropriate paper or forms. This may require moving of pallets of paper and lifting of boxes weighing up to approximately 50 pounds. These functions may be performed daily.

-Apply knowledge as needed for basic maintenance and cleaning of machines. Such as adding toner, fuser oil, staple wire, ribbons, paper, removal of paper jams and cleaning of machine as needed.

-Inventory of printing supplies such as paper, ribbon, toner, developer, tape binds, GBC, fuser oil, film, etc. to be done bi-weekly and order placed to appropriate government personnel as needed.

-Log calls for printer maintenance and document purpose of call and action taken by vendor as needed.

-Exerting force to lift up to 50 pounds occasionally.

-Collecting and distributing print and scan jobs for customers as needed.

-Reading and following work instructions and policies necessary for processing jobs.

-Destruction of media as needed.

#14042 COMPUTER OPERATOR II (SCA Position) The Computer Operator II processes scheduled routines that present few difficult operating problems (e.g., infrequent or easily resolved error conditions). In response to computer output instructions or error conditions, this worker applies standard operating or corrective procedure, refers problems that do not respond to preplanned procedure, and may serve as an assistant operator, working under general supervision.

COMPUTER OPERATOR, LEVEL II – (TASK 1 Service Desk & Remote Support Section) Experience:

-Minimum one or more years’ experience with an Associate’s degree OR three or more years’ experience in a service desk, call center or other technical support role, preferably in professional services;

-Familiar with and practice ITIL standards in relation to the ITSM service desk software tool;

-Able to communicate effectively over the phone or in person. English is required, but other languages welcome;

-Able to write clearly and concisely;

-Sufficient maturity in interpersonal development needed to contend with potential difficult situations and users. Desire and aptitude to learn information technology support functions and processes;

-Intermediate computer knowledge;

-Able to work in a fast-changing, stressful environment where you must be flexible and learn quickly;

-Desktop support experience, Active Directory, Lotus Notes and Remedy ITSM software preferred.

Minimum Education:

-Associate’s degree in related discipline plus one year of related experience, or three years of related experience, i.e. service desk, call center or other technical support role, preferably in professional services;

-Within four months of hire date, Help Desk Institute (HDI) Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification required.

Duties:

-Answer phones promptly;

-Under general supervision, provide customer assistance with routine inquiries and applications, software, hardware and network operations problems;

-Log all events and document findings and actions taken to resolve events in an ITSM software tool;

-Provide periodic remote control support;

-Follow and make use of standard procedure documentation;

-Develop troubleshooting skills by using effective, investigative methods and by using service desk troubleshooting tools;

-Perform problem diagnosis, problem recognition, research, isolation and resolution;

-Able to resolve more complex events immediately. Very complex events are escalated to second level support;

-Accountable for helping others or providing regular guidance on an as-needed basis.

COMPUTER OPERATOR, LEVEL II– (TASK 4– Printing Services & Course Development)

-One years of Printing experience -Proficient in Microsoft Word and Microsoft Excel

Minimum Education:

-High School diploma or equivalent plus one year of experience

Duties:

-Monitor mainframe systems print queue to initiate printing. Monitor in-house print queue and work bins set up of jobs and printing using High speed state of the art printers and software requiring minimal labor support;

-Operate all equipment including but not limited to high speed laser printers, large format printers, impact printers, color printers and scanners;

-Apply knowledge for setting up print jobs, scanning and proper document destruction. Including those requiring special setup of forms, fonts, signatures, merges;

-Perform reprint and corrections of jobs from servers or printers as needed on a daily basis.

-Utilize scanners to produce digital copies of documents for retention purposes. Scanned documents will be stored on Alto server, various local, network, and cloud storage devices;

-Quality check all work verifying that it is correct and of acceptable quality. Jobs are reviewed on a job-by-job basis.

-Insure all jobs are delivered according to instructions.

-Load printers with appropriate paper or forms. This may require moving of pallets of paper and lifting of boxes weighing up to approximately 50 pounds. These functions may be performed daily.

-Apply knowledge as needed for basic maintenance and cleaning of machines. Such as adding toner, fuser oil, staple wire, ribbons, paper, removal of paper jams and cleaning of machine as needed.

-Inventory of printing supplies such as paper, ribbon, toner, developer, tape binds, GBC, fuser oil, film, etc. to be done bi-weekly and order placed to appropriate government personnel as needed.

-Log calls for printer maintenance and document purpose of call and action taken by vendor as needed.

-Exerting force to lift up to 50 pounds occasionally.

-Collecting and distributing print and scan jobs for customers as needed.

-Reading and following work instructions and policies necessary for processing jobs.

-Destruction of media as needed.

#14043 Computer Operator III (SCA Position) The Computer Operator III processes a range of scheduled routines. In addition to operating the system and resolving common error conditions, this worker diagnoses and acts on machine stoppage and error conditions not fully covered by existing procedures and guidelines (e.g., resetting switches and other controls or making mechanical adjustments to maintain or restore equipment operations). In response to computer output instructions or error conditions, the Computer Operator III may deviate from standard procedures if standard procedures do not provide a solution and refers problems which do not respond to corrective procedures to a person of supervisory or higher individual contributor level.

COMPUTER OPERATOR, LEVEL III – (TASK 1 Service Desk & Remote Support Section) Experience:

-Minimum three or more years’ experience with an Associate’s degree OR six or more years’ experience in a service desk, call center or other technical support role, preferably in professional services;

-Practice ITIL standards in relation to the ITSM service desk software tool, ITIL Foundations certification preferred;

-Able to communicate effectively over the phone or in person. English is required; other languages welcome;

-Able to write clearly and concisely;

-Strong interpersonal and leadership skill, supervisory experience preferred;

-Sufficient maturity in interpersonal development needed to contend with potential difficult situations and users. Desire and aptitude to learn information technology support functions and processes;

-High level of competency in computer operations, Windows-based computer environment and general computer knowledge;

-Experience working in a fast-changing, stressful environment where you must be flexible and learn quickly;

-Advanced desktop support experience;

-Active Directory, Lotus Notes and Remedy ITSM software preferred.

Minimum Education:

-Associate’s degree in related discipline plus three years of related experience, or six years of related experience, i.e. service desk, call center or other technical support role, preferably in professional services;

-Within six months of hire date, Help Desk Institute (HDI) Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification required.

Duties:

-Answer phones promptly;

-Work independently to research and resolve complex, technical issues;

-Log all events and document findings and actions taken to resolve events in an ITSM software tool;

-Routinely provide remote control support;

-Work with more senior department members in researching and writing documentation and procedures;

-Apply troubleshooting skills by using effective, investigative methods and by using service desk troubleshooting tools;

-Perform problem diagnosis, problem recognition, research, isolation and resolution.

-Able to resolve more highly complex events routinely. Very complex events are escalated to second level support;

-Accountable for training others, mentoring and providing regular guidance on an as-needed basis.

COMPUTER OPERATOR, LEVEL III– (TASK 4– Printing Services & Course Development)

Experience:

-Two years of Printing experience -Proficient in Microsoft Word and Microsoft Excel

Minimum Education:

-High School diploma or equivalent plus two years of experience

Duties:

-Monitor mainframe systems print queue to initiate printing. Monitor in-house print queue and work bins set up of jobs and printing using High speed state of the art printers and software requiring minimal labor support;

-Operate all equipment including but not limited to high speed laser printers, large format printers, impact printers, color printers and scanners;

-Apply knowledge for setting up print jobs, scanning and proper document destruction. Including those requiring special setup of forms, fonts, signatures, merges;

-Perform reprint and corrections of jobs from servers or printers as needed on a daily basis.

-Utilize scanners to produce digital copies of documents for retention purposes. Scanned documents will be stored on Alto server, various local, network, and cloud storage devices;

-Quality check all work verifying that it is correct and of acceptable quality. Jobs are reviewed on a job-by-job basis.

-Insure all jobs are delivered according to instructions.

-Load printers with appropriate paper or forms. This may require moving of pallets of paper and lifting of boxes weighing up to approximately 50 pounds. These functions may be performed daily.

-Apply knowledge as needed for basic maintenance and cleaning of machines. Such as adding toner, fuser oil, staple wire, ribbons, paper, removal of paper jams and cleaning of machine as needed.

-Inventory of printing supplies such as paper, ribbon, toner, developer, tape binds, GBC, fuser oil, film, etc. to be done bi-weekly and order placed to appropriate government personnel as needed.

-Log calls for printer maintenance and document purpose of call and action taken by vendor as needed.

-Exerting force to lift up to 50 pounds occasionally.

-Collecting and distributing print and scan jobs for customers as needed.

-Reading and following work instructions and policies necessary for processing jobs.

-Destruction of media as needed.

#14044 Computer Operator IV (SCA Position) The Computer Operator IV adapts to a variety of nonstandard problems that require extensive operator intervention (e.g. frequent introduction of new programs, applications, or procedures). In response to computer output instructions or error conditions, this worker chooses or devises a course of action from among several alternatives and alters or deviates from standard procedures if standard procedures do not provide a solution (e.g. reassigning equipment in order to work around faulty equipment or transfer channels); then refers problems if necessary. Typically, completed work is submitted to users without supervisory review.

COMPUTER OPERATOR, LEVEL IV – (TASK 1 Service Desk & Remote Support Section)

Experience:

-Minimum three or more years of experience, one of which in a supervisory capacity, with an Associate’s degree OR six or more years’ experience, two of which in a supervisory capacity, in a service desk, call center or other technical support role, preferably in professional services;

-Minimum two years supervisory experience;

-Practice ITIL standards in relation to the ITSM service desk software tool, ITIL Foundations (v3) certification preferred;

-Superior customer service skills;

-Able to communicate effectively over the phone or in person. English is required, but other languages welcome;

-Able to write clearly and concisely;

-Strong interpersonal and leadership skill;

-Sufficient maturity in interpersonal development needed to contend with potential difficult situations and users. Desire and aptitude to learn information technology support functions and processes;

-High level of competency in computer operations, Windows-based computer environment and general computer knowledge;

-Experience working in a fast-changing, stressful environment where you must be flexible and learn quickly;

-Advanced computer literacy and desktop support experience;

-Active Directory, Lotus Notes (MS Outlook) and Remedy ITSM software preferred.

Minimum Education:

-Associate’s degree in related discipline plus three years of related experience (one of which in a supervisory capacity), or six years of related experience (two of which in a supervisory capacity), i.e. service desk, call center or other technical support role, preferably in professional services.;

-Within four months of hire date, Help Desk Institute (HDI) Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification required.

Duties:

-Answer phones promptly;

-Work independently to research and resolve complex, technical issues;

-Broaden own technical, functional, and industry skill base;

-Log all events and document findings and actions taken to resolve events in an ITSM software tool;

-Routinely provide remote control support;

-Work with more senior department members in researching and writing documentation and procedures;

-Apply troubleshooting skills by using effective, investigative methods and by using service desk troubleshooting tools;

-Perform problem diagnosis, problem recognition, research, isolation and resolution;

-Able to resolve more highly complex events routinely. Very complex events are escalated to second level support;

-Accountable for training others, mentoring and providing regular guidance on an as-needed basis;

-Conduct work load planning, estimating and prioritization;

-Determine team training needs;

-Ensure adherence to defined policies/procedures;

-Proactively identify process improvement opportunities.

#14160 Personal Computer Support Technicians (SCA Position)

The Personal Computer Support Technician provides support to distributed PC/networking environment including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals. Support responsibilities include software installation, and configurations. This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages. Job duties require the technician to install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs. In this position, the incumbent troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.

Experience:

-Four years of directly related work experience is required;

-Individuals must demonstrate good communication skills and the ability to work independently or under general direction only.

Minimum Education:

-A High School diploma or equivalent is required. A Bachelor’s degree in computer science, information systems, or other directly related discipline is desired and can be substituted for work experience at the rate of one year of formal education equals nine months of experience, not to exceed a total of eighteen months. In addition, certification as a Microsoft Systems Engineer (MCSE) or a Novell Certified Network Engineer (CNI) can also be substituted for office automation experience not to exceed a total of six months.

Duties:

-Under general supervision, designs local area networks of mini/micro computers for office settings;

-Performs installation as required by the manufacturer, configuration management, and ensures all systems perform as ordered;

-Provides detailed assistance in maintenance, administration, and operation of mini/micro software;

-Performs detailed comparisons of various office automation approaches;

-Provides management with status of projects, problems or other outstanding project related issues;

-Establishes and maintains local area network security;

-A metric used to distinguish between the different office automation skill levels would be that a Level II specialist should be able to resolve an estimate of fifteen events with a medium degree of difficulty per day.

#15050 Computer Based Training Specialist/Instructor (SCA Position)

The Computer Based Training Specialist works with courseware production team to design, develop, revise, and validate interactive computer based courseware. This specialist uses specialized computer software and/or hardware to develop, integrate and edit instructional text, audio, graphics, animation and video for interactive presentations. This person also uses appropriate programming/branching logic and screen layout and remediation/feedback techniques. The Worker also implements quality control and review and revision procedures throughout the courseware development process.

Experience:

-Three years of directly related work experience is required;

-Individuals must demonstrate good communication skills and the ability to work independently or under general direction only.

Minimum Education:

-A High School diploma or equivalent is required.

Duties:

-Extensive knowledge of and experience with creating and verifying Accessible content (508 Compliance) -Ability to produce assets for display via a Learning Management System (LMS), and other internet display technologies -Experience conceptualizing web-based navigation with an emphasis on user experience -Knowledge of web graphics standards and practices -Understanding of multiple computer platforms and internet browsers and their differing abilities to display -eLearning, HTML5 and graphic content -Experience with JAWS screen reading software a plus -Ability to work well with programmers, developers, content managers, and other key personnel in an interactive development situation image1.png