Information Technology Specialist (Customer Support)

About the Position: This position is located within the Department of War Education Activity (DoWEA) Information Technology Division's Global Operations Branch at Fort Buchanan, Puerto Rico. Federal employees in Fort Buchanan, Puerto Rico are currently entitled to receive a 2.49% COLA in addition to the base salary. This rate is subject to change. This position may be eligible for situational telework as determined by the agency policy. This is a Direct Hire Solicitation. Major duties: Analyze incident request trends and patterns in order find opportunities to improve services. Analyze, document, and plan for additions, upgrade, or configuration to ensure proper application software and web services. Analyze hardware and software problems for on-the-spot repair/replacement or referral for other repairs. Remove, reinstall or reconfigure desktop software or web services in order to correct issues. Monitor helpdesk system for newly submitted tickets, documents, and update existing tickets until complete resolution. Test new software deployment packages and Operating System images and provide feedback or solutions.