The Chief Counsel  technical infrastructure is composed of desktop workstations (personal computers), laptops and docking stations, Personal Digital Assistants (PDAs), cell phones, running Windows XP, wide area networks (WANs), local area networks (LANs) and associated file and print servers running Microsoft Windows Server, IBM servers running Oracle databases, and MS Exchange electronic mail servers.  This infrastructure supports approximately 2,300 Chief Counsel employees that are deployed nationwide.

The Office of the Chief Counsel infrastructure includes all the components typically considered to be part of a technical architecture including, but not limited to, the following:

1. Local area network (LAN) components and devices,
2. Wide area network (WAN) components and devices,
3. Cable plant,
4. Network protocols, network operating systems, LAN file and print server components and devices,
5. Distributed application server components and devices, operating systems, interfaces, system management software, and resident application software (Commercial-off-the-shelf (COTS) and custom applications),
6. Desktop workstations (personal computers), laptops and docking stations, Personal Digital Assistants (PDAs),  components and devices, operating systems, interfaces, system management software, and resident applications (COTS and custom applications), and
7. Data center components and devices, operating systems, interfaces, system management software, and resident applications (COTS and custom applications).

The scope of this project  encompasses Contractor support to assist with the Network & Systems Operations, Customer Support, Help Desk & Trouble Ticket Management, Asset Management, and Chief Counsel Intranet Redesign Support for the Counsel Automated Systems Environment (CASE).

Support includes but not limited to:

• Providing Customer Service support to 200 users.
• Managing Remedy trouble tickets, investigating and resolving issues, escalating issues if needed, updating and closing tickets promptly with minimum downtime.
• Supporting workstations and laptops and their operating systems and applications: Windows XP, MS Word, MS Excel, MS PowerPoint, MS Access, MS Outlook, Enterprise Remote Access Program (ERAP), Photoshop, and custom organization applications.
• Setting up workstations and laptops using Ghost images.
• Installing, configuring and supporting special software development applications.
• Providing end-user Blackberry support.
• Providing informal training on applications, including Microsoft Office, virtual private network and custom organization applications.
• Relocating computer equipment, peripherals, and personal email and data to new servers.
• Preparing User Manuals and software installation instructions for use by the end users and Technical Support personnel.
• Performing monthly Window Policy Check scanning on workstations and laptops and reviewing the report for security compliance.
• Updating security patches and Norton Anti Virus definitions for network security.
• Generating monthly reports.

Successful candidate should:

• Under general supervision, provide senior support to end-users for either PC, server or mainframe applications and hardware.
• Handle issues that the first-tier help desk support is unable to resolve.
• May interact with the Network Operations engineers and/or application developers to restore service
• and/or identify and correct core problems.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise.

While this position description is intended to be an accurate reflection of this position, management reserves the right to modify, add, or remove duties from particular positions and to assign other duties as necessary.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Generally requires a Bachelors degree and 5 or more years of related experience.
• Typical substitution for education requirement: 2 years related experience substitutes for Associates degree and 4 years related experience substitutes for Bachelors degree.