Incident Technology Support Specialist

DUTIES

• Installs, tests, and directs the operation and installation of software and computer hardware which includes servers, personal computers, printers, servers, and other peripheral equipment.  Troubleshoots system and equipment errors and connectivity problems and resolves most problems.
• Provide initial computer and associated training including instructions on logging on and accessing network services.  Assists users in changing passwords and in utilizing appropriate software and hardware.  Troubleshoot and maintain the stability of communications lines and equipment.  Install, configure, and troubleshoot LAN components such as routers, hubs, switches, and serves.  Install, test, and configure personal computers and peripherals.
• Define, implement, and maintain a data management and archival process to include:  developing a centralized server-side repository for all data (e.g., files, maps, photos, database files) and performing periodic backup copies of incident data and database files.
• Assist customers in navigating and accessing databases using various interface methods.
• Maintains documentation, configuration specifications including security/information resources for the use of stand-alone or network computer systems.  Also responsible for the research of problem trends and resolutions relating to customer support requirements and makes recommendations to the supervisor.  Makes recommendations in standard customer support procedures when needed.
• Assures compliance with operational and security requirements in accordance with federal policy and direction.

Knowledge Required by Position:

• Knowledge of, and skill in applying, IT concepts, principles, methods, and practices; IT infrastructure parameters; performance management/measurement methods, tools, and techniques, systems testing and evaluation principles, methods, and tools; and COTS products and components sufficient to provide advice and guidance on complex IT issues, analyze the efficiency of systems and applications, and develop plans that ensure the integrity, availability and efficiency of data, network, systems, and applications.
• Knowledge of, and skill in applying, internet technologies to analyze the internet potential of systems, networks, and data along with new and emerging information technologies and/or industry trends.  Knowledge sufficient to make recommendations for change, updates, or adoption of services that can optimize functionality of IT services in an effort to meet anticipated customer needs and mission requirements for the future.
• Skill in communicating, orally and in writing, sufficient to lead efforts in integrating and coordinating work and products with other, sometimes competing, systems and users and to ensure highly technical instructions, specifications, and program needs are understandable by a wide variety of relevant customers.
• Ability to identify information management issues and/or problems; determine accuracy and relevance of information; and use sound judgment sufficient to generate and evaluate alternatives and make recommendations to agency managers and customers.
• Ability to work with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations, including knowledge about available IT products and services and commitment to providing quality products and services.
• Knowledge of wildland fire information management standards and policies, and techniques.  Knowledge of the Incident Command System (ICS), including following the chain of command, maintaining the appropriate span of control, using appropriate ICS forms, and using appropriate ICS terminology.

Supervisory Controls

The employee is relied upon to independently carry out assignments, coordinating with the other functional users and interpreting guidance.  Recommendations are usually evaluated only from the standpoint of availability of resources.  The employee keeps the supervisor informed of issues or any potential controversial matters that may arise.

Completed work is reviewed merely to ensure achievements of expected results.

Guidelines

The employee uses a wide variety of hardcopy and on-line reference guides and materials, including laws and executive orders, agency policies, standards, precedents, technical manuals, and literature.  Guidelines for performing the work and resolving operational problems are frequently missing or have gaps that require the employee to use considerable judgment in relating technical developments or requirements to specific activities or projects.  Guidelines are often ambiguous and express conflicting or incompatible goats and objectives, requiring extensive interpretation.

Complexity and Scope

The work consists of a variety of duties requiring the application of many different and unrelated processes and methods to a broad range of IT activities or to the in-depth analysis of IT issues.

The employee makes decisions that involve major uncertainties with regard to the most effective approach or methodology to be applied.  These changes typically result from continuing changes in customer business requirements, or rapidly evolving technology in the specialty areas.  Work may be complicated by conflicting or incomplete data, rapidly evolving technology, new standards, methods and techniques, compatibility issues with interdependent IT systems, and integration needs across multiple IT specialty areas.

The employee develops new standards, methods, and techniques; evaluates the impact of technological change; and/or conceives of solutions to highly complex technical issues.  The work frequently involves integrating the activities of multiple IT specialty areas.  The employee exercises judgment and originality in assessing the efficiency, feasibility and compatibility of proposed changes, determines the level of difficulty in gaining management acceptance of proposals, and ensures that recommendations or decisions meet current and future business needs and requirements.

Personal Contacts/Purpose of Contacts

Contacts are with leadership, cohorts, external stakeholders, computer personnel with other agencies, and technical representatives.  Contacts are usually conducted in one-to-one conversations and take the form of face-to-face, telephone/video conferencing, and/or on the line.

The purpose of the contacts ranges from exchanging information to influencing, persuading, negotiating, and advising leadership and management on optimum practices in the implementation of incident management technology.  The employee uses skill in approaching contacts to obtain the desired effect; e.g., gaining compliance with established policies and regulations by persuasion or negotiation.

Physical Demands/Work Environment

The work is mostly sedentary.  Some work may require walking and standing in conjunction with travel to incidents and multiple operating locations.  Employees may carry light to moderate items such as computer hardware, printers, networking equipment, or other small parts.  Employees may be required to drive a motor vehicle.

Much of the work is performed in an office-like setting, but it also involves outdoor environments with exposure to a variety of climatic and elevations.

Position Needs

• Introduction to Incident Command System (ICS 100)
• National Incident Management System (ICS 700)
• Completion and certification of Position Task Book as an Incident Technical Support Specialist