IT Specialist (Customer Support)

This position is located in the Office of Information Technology, Department of Parks and Recreation.

Duties and Responsibilities

Coordinates efforts and assignments in achieving the Department's long and short-range goals and objectives. Conducts daily planning, scheduling and monitoring of ongoing projects. Provides end user support, training and procedural assistance for all aspects of the system. This includes providing telephone help-desk services, on-site support, training and documentation. Diagnoses software, hardware and communications problems and performs or arranges for contractor provided maintenance services as appropriate. Develops and maintains problem logs and system activity for specified projects. Provides office cod user support and training for electronic mail and PC-based applications such as work processing, database management, graphics and charting, and spreadsheets.

Takes a proactive approach to identify issues, developing options for resolutions, and resolving problems. Produces annually a DCPR expert's list that identifies those staff who are proficient in various software packages and who are available to support office initiatives that require these applications. Is responsible for the submission of timely reports, inclusive of but not limited to use projections, cost estimates, expenditures, budget impact statements, etc.

Qualifications and Education

IT-related experience demonstrating attention to detail, customer service, oral communications and problem solving by identifying problems, determining accuracy and relevance of information and using sound judgment to generate and evaluate alternatives and make recommendations; and at least one (1) year of specialized experience equivalent to at least the grade 11 level is required. 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. Such experience includes: proficiency in all Microsoft Office 2000 Professional Suite Applications i.e., Word, Excel, Power Point, Access, Intranet Quorum, Microsoft Project, Project, Publisher, Outlook and Windows NT; application of technical methods, principles and characteristics of equipment, system analysis and programming to analyze, diagnose and resolve complex operating problems involving applications programs, internal operating systems, remote access and teleprocessing terminals; to plan, develop and implement new or revised operating methods and techniques for such as testing special purpose, new operating requirements or activating and adjusting new operating systems.; to co-ordinate work with programmers and operations staff to resolve problems that adversely impact operations and/or programs; and applying work methods used to schedule problem identification and resolution and mainframe computer equipment, system and support software, and technical aids used to provide solutions to help desk requests for services.

Licenses and Certifications

None

Working Conditions/Environment

The work is performed in an office setting.

Other Significant Facts

Promotion Potential: No known promotion potential

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

Duration of Appointment: Career Service Regular

Collective Bargaining Unit (Non-Union): This position is not in the collective bargaining unit.

Position Designation: The position has been deemed security-sensitive. Accordingly, the incumbent will be subject to pre-employment checks (criminal background checks, consumer credit check, traffic record checks, if applicable) as a condition of employment, and will be subject to periodic criminal background checks for the duration of your tenure.

The incumbent must be able to work evenings and weekends.

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.