The position is in the End User Support Section of the Information Technology End User Services Division, Information Technology Partner Engagement, within the Office of the Chief information Officer (OCIO). The incumbent reports to the section head.
Assignments include interpreting information technology (IT) policies , standards, and requirements ; modifying and adapting existing methods and approaches; implementing recommendations independently or as a team member; providing advice and guidance on a wide range and variety of complex IT issues ; evaluating and recommending new or enhanced approaches to delivering IT services and analyzing and recommending resolution of complex issues associated with responding to customer requests and requirements.
Responds to the National Audio-Visual Conservation Center (NAVCC) Audio Lab unit’s audio preservation studios and users on a wide range of digital audio preservation equipment and software, including Audio over IP (AoIP) systems. The incumbent plays a key role in day-to-day planning, maintaining, upgrading, and optimizing audio production and PC-level digital pipeline resources. Is responsible for tracking a variety of license renewals, software upgrades, and problem reports associated with the hardware and software used in the Audio Lab’s digital audiovisual preservation high volume workflows. Is directly responsible for addressing digital audio workstation (DAW) computer production equipment problems and software glitches quickly and successfully. Production is dependent on system operation, as a result, system support response needs to be immediate. Forecasts changes in the rapidly changing technologies associated with the field of audio preservation for audiovisual works fixed in various formats and plans and oversees hardware and software installations on customer DAW. Supports digital audiovisual preservation systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations. Performs customer support duties, such as preparing standard log-in scripts and establishing network access protocols to enable customers to gain access.
Analyzes configuration management processes and procedures, develops and recommends processes, software, and procedures to ensure effective configuration management. Shall perform validation testing procedures of DAWs after upgrades are to be performed before delivering to audio engineers. Resolves difficult customer support requests, such as integration or configuration-related issues. Identifies and breaks down problems using structured problem resolution approaches. Works with network specialists, applications developers, and security specialists to prevent recurring problems. Documents solutions to problems and recommends fundamental changes to systems configurations to prevent recurrences.
Examines malfunctioning audio hardware to isolate defective parts and investigates whether inappropriate logical configurations are causing the problem. Identifies and carries out actions for immediate remedy, or recommends a cost-effective solution to management. Works with vendor representatives to solve problems with defective or malfunctioning equipment to solve problems on-site, so that hardware does not have to be returned to the manufacturer for repair. Independently works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations. Maintains critical knowledge about available IT products and services within the agency. Displays commitment to providing quality IT products and services. Directly communicates a wide variety of information and analysis that spans technical, sensitive or otherwise controversial subject matters orally and in writing to individuals or groups, considering the audience and nature of the information. Analyzes configuration management processes and procedures, develops and recommends processes, software, and procedures to ensure effective configuration management. Resolves difficult customer support requests, such as integration or configuration-related issues. Identifies and breaks down problems using structured problem resolution approaches. Works with network specialists, applications developers, and security specialists to prevent recurring problems. Documents solutions to problems and recommends fundamental changes to systems configurations to prevent recurrences.
Performs various other related duties as assigned.
The position description number for this position is 441171.
The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.
The incumbent of this position will work a compflex; or flextime; or Maxiflex work schedule.
This is a non-supervisory, bargaining unit position.
Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement.
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