DC Department of Human Resources is hiring: IT Specialist (Customer Support) in

Overview

This position is located in the District of Columbia's Fire and Emergency Medical Services Department's (FEMS) Information Technology Division (IT), reporting to the Deputy Director of the Technology Division and/or Deputy Chief Information Office (CIO). The mission of the District of Columbia Fire and Emergency Medical Service Department is to preserve life and promote health and safety through excellent pre-hospital treatment and transportation, fire prevention, fire suppression and rescue activities and homeland security awareness. The incumbent is responsible for the technical and analytical support of existing and new information technology programs, initiatives, and projects as they relate to FEMS.

Duties And Responsibilities

• Solve basic technical problems and investigate elevated issues, confirm problem validity, and seek solutions related to more complex issues. Execute triages and provide technical assistance in a multi-tiered platform environment. Troubleshoot various incident requests and updates, resolve, or escalate to appropriate groups.
• Provide direct desktop support and support Microsoft-based hardware/software (Windows 10/11, Microsoft Office 365). Build relationships using superior customer service skills. Work in a dynamic environment, handling multiple incidents simultaneously.
• Troubleshoot connectivity issues related to data port activation, toning and tracing data lines from the port to patch panel. Assist with network switch outer connectivity issues. Configure wireless profiles, including user authentication to secure wireless networks and connectivity issues between mobile devices and WAPs.
• Work with installation and support of specialized applications used by agencies supported by our program. Operate without constant supervision and demonstrate strong organization, administrative, time management, and multi-tasking skills (handling several requests simultaneously).
• Troubleshoot PC/MAC, network printing devices, and local printing devices. Use remote-control tools such as LANDesk, Apple Remote Desktop, Microsoft Azure Intune, Remote Desktop, or equivalents. Stay informed on new IT developments relevant to FEMS to apply improvements where beneficial.
• Carry responsibilities specific to the Technical Service Desk, receiving technical service requests from customers and troubleshooting, resolving, or escalating issues in a timely fashion.

Qualifications And Education

Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management, or a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. Individuals must have IT-related experience demonstrating each of the four competencies listed below.

• Attention to Detail – Is thorough when performing work and conscientious about attending to detail.
• Customer Service – Works with clients and customers.
• Oral Communication – Expresses information to individuals or groups effectively.
• Problem Solving – Identifies problems; determines accuracy and relevance of information.

AND
Specialized Experience: Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. To be creditable, one (1) year of specialized experience must be equivalent to the next lower grade in the normal line of progression.

License and Certification

A valid Motor Vehicle Driver's License is required.

Working Condition/Environment

The work is performed in an office setting.

Other Significant Facts

Tour of Duty: Monday - Friday 8:15am-4:45pm

Pay Plan, Series, Grade: CS-2210-12

Promotional Potential: No Known Promotion Potential

Duration of Appointment: Career Service – Regular Appt

Collective Bargaining Unit: This position is not covered under the collective bargaining agreement.

Position Designation: This position has been designated as Security-Sensitive. Pursuant to Chapter 4 of the D.C. Personnel Regulations; in addition to the general suitability screening, individuals applying for or occupying security-sensitive positions are subject to the following checks and tests: Criminal background check, Traffic record check, and Consumer credit check (as applicable), Reasonable suspicion drug and alcohol test, and post-accident or incident drug and alcohol test. As a condition of employment and will be subject to periodic criminal background checks for the duration of your tenure.

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.