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SalaryDC Department of Human Resources is Hiring an IT Specialist (Customer Support) Near Washington, DC
Job SummaryThis position is located in the Office of the Chief Technology Officer (OCTO). This mission of OCTO is to empower DC government through technology by providing valued services, advising agencies, and collaboratively governing information technology (IT). The function of this position is to provide technical IT support and administration to assigned District government agencies. The work involves configuring, service, repairing, and maintaining IT systems in both a stand-alone and client-server environment; participating in technical research and development to enable continuing innovation within the organization; and ensuring that system hardware, operating systems, and software systems are fully operational.
Duties And ResponsibilitiesProvides support for the implementation, configuration, deployment, and support of systems, including but not limited to, client computing devices and servers. Installs and configures computer devices such as Windows and Apple desktop endpoints, Windows and Apple laptop endpoints, Windows and Apple Tables and mobile phones. Creates, analyzes, reports, converts, or transfers data, using specialized applications or web¬-based platforms. Accurately, tracks all service requests, incidents and change requests in OCTO's ITSM platform. Provides desktop support both remote and/or deskside using OCTO's designated tools for technical support.
Ensures communications links between mid-tier, client/server, and mainframe computers are operational by monitoring performance and resetting/reprogramming associated bridges, terminal servers, and gateways, as needed. Evaluates and provides accurate and meaningful analysis of customer satisfaction survey data and feedback. Ensures validation of ticket information to guarantee completeness and accuracy to maximize on time and effectiveness of desk side technician daily schedule. Remains abreast of developments in current technologies and related industry best practice and the extent to which these developments may benefit the District government.
Qualifications And EducationApplicants must have at least one (1) year of specialized experience to at least the CS-9 grade level, or its non-District equivalent, gained from public or private sector. Specialized experience is defined as experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and is directly related to, IT Specialist (Customer Service) work. This experience includes but is not limited to applying a wide variety of applications, operating systems, protocols, and equipment used in customer organizations, communicating clearly with individual computing users on all levels, in small groups, one on one, and in writing.
Knowledge of Office 365 services to include: SharePoint, OneDrive, OneNote, and Skype for Business and intermediate skill with Active Directory and LDAP integration is preferred.
Experience with device management software such as Ivanti, AirWatch, SCCM, Casper (JAMF), Google Administration and AWS (Amazon Web Services) is highly desirable.
Licenses and CertificationsNone.
Working Conditions/EnvironmentFrequently, required to sit and work at desk/computer for extended periods of time. Normal office environment and moderate noise levels. Workspaces may vary, based on assigned job function.
Other Significant FactsPlease note that applications received for this vacancy announcement may be considered for other vacant positions within OCTO pursuant to qualifications.
Tour of Duty: Varies
Pay Plan, Series and Grade: CS-2210-11
Promotion Potential: CS-2210-12
Collective Bargaining Unit: This position is not in a collective bargaining unit.
Essential/Emergency Designation: This position may have an Essential or 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 therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.
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.
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.
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/
Duties And ResponsibilitiesProvides support for the implementation, configuration, deployment, and support of systems, including but not limited to, client computing devices and servers. Installs and configures computer devices such as Windows and Apple desktop endpoints, Windows and Apple laptop endpoints, Windows and Apple Tables and mobile phones. Creates, analyzes, reports, converts, or transfers data, using specialized applications or web¬-based platforms. Accurately, tracks all service requests, incidents and change requests in OCTO's ITSM platform. Provides desktop support both remote and/or deskside using OCTO's designated tools for technical support.
Ensures communications links between mid-tier, client/server, and mainframe computers are operational by monitoring performance and resetting/reprogramming associated bridges, terminal servers, and gateways, as needed. Evaluates and provides accurate and meaningful analysis of customer satisfaction survey data and feedback. Ensures validation of ticket information to guarantee completeness and accuracy to maximize on time and effectiveness of desk side technician daily schedule. Remains abreast of developments in current technologies and related industry best practice and the extent to which these developments may benefit the District government.
Qualifications And EducationApplicants must have at least one (1) year of specialized experience to at least the CS-9 grade level, or its non-District equivalent, gained from public or private sector. Specialized experience is defined as experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and is directly related to, IT Specialist (Customer Service) work. This experience includes but is not limited to applying a wide variety of applications, operating systems, protocols, and equipment used in customer organizations, communicating clearly with individual computing users on all levels, in small groups, one on one, and in writing.
Knowledge of Office 365 services to include: SharePoint, OneDrive, OneNote, and Skype for Business and intermediate skill with Active Directory and LDAP integration is preferred.
Experience with device management software such as Ivanti, AirWatch, SCCM, Casper (JAMF), Google Administration and AWS (Amazon Web Services) is highly desirable.
Licenses and CertificationsNone.
Working Conditions/EnvironmentFrequently, required to sit and work at desk/computer for extended periods of time. Normal office environment and moderate noise levels. Workspaces may vary, based on assigned job function.
Other Significant FactsPlease note that applications received for this vacancy announcement may be considered for other vacant positions within OCTO pursuant to qualifications.
Tour of Duty: Varies
Pay Plan, Series and Grade: CS-2210-11
Promotion Potential: CS-2210-12
Collective Bargaining Unit: This position is not in a collective bargaining unit.
Essential/Emergency Designation: This position may have an Essential or 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 therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.
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.
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.
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/
Job Summary
JOB TYPE
Full Time
SALARY
$85k-104k (estimate)
POST DATE
06/09/2024
EXPIRATION DATE
07/07/2024
