It Spec. (Customer Support)

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

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 direct desktop support and supports Microsoft based hardware/software such as, Microsoft Windows Operating Systems (Windows 10 and Windows 11) and Microsoft Office Suite applications (Microsoft Office 365). 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\router 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-task: handling several requests simultaneously. Troubleshoots PC\MAC, Network Printing Devices, and Local Printing Devices. Works with remote- control tools such as LANDesk, Apple Remote Desktop, Microsoft Azure Intune 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 FEMS. Responsible for duties specific to the business area functions are as follows: Technical Service Desk. Receives technical service requests from customers and must troubleshoot, resolve, or escalate the 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 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.

OR

Individuals must have IT-related experience demonstrating each of the four competencies listed below:

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

2. Customer Service - Works with clients and customers.

3. Oral Communication - Expresses information to individuals or groups effectively.

4. 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 8:00am-4:15pm

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.