Support
Consulting

This specialty covers planning and delivery of customer support services including installation, consultation, troubleshooting, user assistance, and training. Functions may include diagnosing and resolving problems in response to customer reported incidents; planning and analysis of work processes; researching and reporting trends and patterns of problems; developing training materials and performing information system training sessions; developing and maintaining problem tracking databases; installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; consulting with users to identify needs and requirements; conducting feasibility studies and trade-off analyses; preparing business cases; ensuring the rigorous application of information security/information assurance policies, principles, and practices.

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The Information Technology Consultant works with user groups to solve business problems with available technology including hardware, software, databases, and peripherals; services may include studying and analyzing systems needs; input into systems development; systems process analysis, design, and re-engineering; feasibility studies; developing requests for proposals; evaluating vendor products and making recommendations on selection; enterprise support may require knowledge of business management, systems engineering, operations research, and management engineering. Duties are performed at various levels within the defined title.