What does a typical day look like for the Information Management Specialist?

  • Assist the organization’s Information Management Officer (IMO) in providing expert support to CIO and DCS G6 including VTC support, SIPR token support and user level technical support.
  • Acts as first-line point of contact for the troubleshooting of network access, IT equipment, software, or process failures and responds to IT/IM inquiries from workforce.
  • Ensures the rigorous application of information security/information assurance policies, principles, practices, and compliance reporting within CIO and DCS G6 and establishes IT/IM policies/procedures for both organizations.
  • Analyzes and diagnoses difficult and complex hardware, software, networks, and systems problems reported by IT and wireless users in CIO and DCS G6 pertinent to a wide variety of software applications, operating systems, and IT equipment.
  • Makes presentations at agency meetings and conferences concerning new IT support procedures, equipment, methods, and approaches.
  • Works with other team members to identify and eliminate problems and share "lessons learned" with other IT specialists within and outside the organization.
  • Establishes the technical procedures to be followed in resolution of recurring system and/or component problems.
  • Coordinate VTC scheduling to ensure availability of VTC without conflict of schedule.
  • Maintain VTC report log capturing all VTC for accountability.
  • Maintain VTC equipment both at the Pentagon and Fort Belvoir – inventory, maintenance, and operations.
  • Test and Establish VTC connectivity with DISA’s Joint Service Provider (JSP).
  • Analyze cellular invoices to verify authorized usage.
  • Generate usage reports for cellular devices.
  • Accomplishes broad-based studies to determine current and future use of IT equipment, methods of upgrading outdated equipment, and needs for new equipment and plans and coordinates the acquisition of new equipment.
  • Submit requests to break/fixes of equipment, to set up new equipment and upgrade existing systems.
  • Submit requests for upgrading operating systems, installing software applications, and reconfiguring existing pcs/Laptops for new users.
  • Create, submit, and track Trouble Tickets to the Joint Service Provider Help Desk; Create a daily metrics and compile outstanding working orders weekly and submit to the management analyst.

What qualifications do you look for?

  • Bachelor’s degree with a focus on IT, Technology or Computer Science (an additional 3 years’ experience may be substituted for the Bachelor’s degree).
  • 3+ years of technical experience in troubleshooting and repair of phones, laptops, and desktop hardware.
  • Experience with planning and delivering customer service support, including installation, configuration management, troubleshooting, customer assistance, and or training in response to customer IT requirements.
  • Provide for configuration, testing, implementation, and security management of assigned Windows 10 desktops/laptops, VDI, VTCs as well as, Apple wireless devices.
  • Familiar with troubleshooting OFFICE 365 and MS TEAMs.
  • Possess working technical knowledge of current protocols, operating systems, and standards.
  • Has experience working with and troubleshooting web conferencing or videoconferencing applications.
  • Network account development and maintenance; network deployment and support; management, administration, operation, and maintenance of computer systems; data entry, storage, and retrieval; support of specialized workstations; computer installation, integration, and maintenance; and electronic records management.
  • Certified VTC Facilitator preferred.