Job Summary
This position is located in the Office of the Chief Technology Officer (OCTO), IT Operations, OCTO Helps Program. OCTO's mission is to direct the strategy, deployment, and management of DC Government technology with an unwavering commitment to IT excellence, efficiency, and value for government, residents, businesses and visitors. The incumbent serves as an Information Technology Specialist, responsible for providing direct desktop support and administration to assigned District government agencies. The incumbent will also be responsible for the day-to-day handling of service requested for support and problem resolution as assigned to them under the OCTO Helps program. Duties will include the triage of ticket assignments, remote and direct customer interaction.
Duties And Responsibilities
Solves basic technical problems and investigates elevated issues, confirms the validity of problems and seeks solutions related to more complex issues. Executes triages and provides technical assistance in a multi-tiered platform environment. Troubleshoots various incident requests and updates, resolves or escalates to appropriate groups. Provides desktop support and supports Microsoft based hardware/software such as, Microsoft Windows Operating Systems (Windows 10 and higher), Apple Operating Systems (Mac OS 10.12 and higher), Microsoft Office Suite applications (Microsoft Office 365 and higher). Builds relationships using superior customer service skills. Works in a dynamic environment, handling multiple incidents simultaneously. Troubleshoots connectivity issues directly correlated with data port activation, toning and tracing data lines from the port to patch panel.
Assists with network switch outer connectivity issues. Works with wireless profile configuration, including user authentication to secure wireless networks, connectivity issues between mobile devices and WAPs. Works with installation and support of specialized applications that are utilized by the various agencies supported by our program. Operates without constant supervision. Has strong organization and administrative skills, time management skills, and can multi-tasks: handling several requests simultaneously. Troubleshoots PC\MAC, Network Printing Devices, and Local Printing Devices. Works with a remote-control tool such as LANDesk, Apple Remote Desktop, DameWare or Remote Desktop or an equivalent. Gains knowledge and keeps abreast of new technological developments in the IT Field related to best standards and practices to the extent that the advancements benefit the District government in its entirety. Receives technical service requests from customers and must troubleshoot, resolve or escalate the issues in a timely fashion. Performs other related duties as assigned.
Qualifications And Education
Applicants must possess IT-related education and/or experience as defined in the Information Technology qualification standard (2210 series), meeting basic requirements, at least one (1) year of specialized experience equivalent to the next lower grade CS-11 level is required. Specialized experience is work that has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the duties of the position and is directly related to, IT Specialist work. Examples of specialized experience include: Providing direct desktop support in Microsoft based hardware/software such as, Microsoft Windows Operating Systems and PC\MAC, Network Printing Devices, Local Printing Devices and Call Tracking Systems; ability to troubleshoot, diagnose, resolve, escalate, and document complex technical service requests. Skill in written and oral communication.
Licensures and Certifications
None.
Working Conditions/Environment
There are no special physical demands required to perform this job. The work is performed in an office setting
Other Significant Facts
Tour of Duty: Monday – Friday, 8:30am to 5:30pm or varies
Type of Appointment: Career Service – Regular Appointment
Pay Plan, Series and Grade: CS-2210-12
Promotion Potential: No known promotion potential
Collective Bargaining Unit (Non-Union): This position is not in a collective bargaining unit
Essential/Emergency Designation: This position has an Emergency Employee Designation. The incumbent may be required in essential or emergency situations or when authorized by the agency head to perform critical tasks.
Position Designation: This position has been designated as security-sensitive under the guideline of the DC Personnel Manual. Incumbents of this position are subject to enhanced suitability screening pursuant to Chapter 4 of DC personnel regulations. Accordingly, incumbents must successfully pass a criminal background and consumer credit check as a condition of employment and will be subject to periodic criminal background checks for the duration of their tenure.
Residency Preference: When claiming residency preference, you are required, and must agree in writing, to maintain bona fide District residency for a period of seven (7) consecutive years from the effective date of employment. You will be required to present documents (proofs) to show District residency and failure to maintain bona-fide District residency for the seven-year (7-year) period will result in forfeiture of employment.
Residency Requirement: If the position you are applying for is in the Career, Management Supervisory, or Educational Service at an annual salary of one hundred fifty thousand dollars ($150,000) or more, you must establish residency in the District of Columbia within one hundred eighty (180) days of the effective date of the appointment and continue to maintain residency within the District of Columbia throughout the duration of the appointment.
EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.
Drug Free Workplace: The District of Columbia Government maintains a drug free work environment policy. All District employees are subject to post-accident/incident and reasonable suspicion drug and alcohol testing.
Please note that applications received for this vacancy announcement may be considered for other vacant positions within OCTO pursuant to qualifications.
For more information regarding the District of Columbia, OCTO and additional benefits of employment, please see the links below:
www.dc.gov
https://octo.dc.gov/
https://dchr.dc.gov/page/employee-benefits
https://washington.org/
