Description
ANNUAL SALARY: STARTING AT $124,305
POSITION SUMMARY
This position directs and coordinates all end user technical support and internal customer service initiatives for the Information Technology Department (ITD) and aids the Director of Information Technology in formulating and administering the agency's IT help desk/user support policies by performing the following duties personally or through subordinate staff.
All activities must support the District of Columbia Housing Authority's (DCHA's) strategic goals and objectives and produce results that accomplish the goals of the Information Technology Department.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.

• Directly supervises the IT Support Team, which includes workload management, personnel management, project management, planning, reporting and training;
• Develops and implements policies and procedures related to IT support, ticketing, inventory, account maintenance, audio visual support, and other end user technology needs.
• Creates long-term strategies for growth and maintenance of end user technologies and systems and makes budgetary recommendations.
• Develops, manages and tracks ITD's service level agreements; ensures technology quality assurance throughout the agency;
• Oversees all ITD technical user support functions; ensures service requests/trouble tickets are correctly prioritized and responded to in a timely fashion;
• Reviews reports of computer and peripheral equipment production, malfunction, and maintenance to determine proactive maintenance initiatives that will reduce end user productivity loss;
• Reviews technical support operational metrics, compares them to established objectives, and takes steps to ensure that appropriate measures are taken to correct unsatisfactory results;
• Responds to and resolves complaints dealing with department personnel or service delivery;
• Analyzes help desk system activity and makes recommendations for changes in procedures and system;
• Trains help desk staff in effective methods in responding to, and resolving problems;
• Keeps abreast of emerging technologies and evolving user needs and assists in planning for new technologies and service changes as appropriate;
• Performs other related duties as assigned

Minimum Requirements
EDUCATION & EXPERIENCE
Bachelor's degree, (B. A.), from an accredited college or university in computer science or related field; and at least (5) seven years' experience supporting complex business network and operating systems; or the equivalent combination of education and experience which meet the minimum qualifications requirement may be substituted.
SPECIAL REQUIREMENTS

• Must be a Microsoft Certified Systems Administrator or possess other equivalent certifications.
• To qualify based on education, upload a copy of your college transcript or degree. The transcript must show the name of the college or university, your name, list of courses with credit hours, major(s), and grade-point average or class ranking.
• Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used. You can verify your education here: http://ope.ed.gov/accreditation.

The District of Columbia Housing Authority (DCHA) conducts pre-employment screening on specified positions, which may include but is not limited to a criminal background check, drug and alcohol testing, verification of academic credentials, licenses, and certifications, and/or verification of work history.
This position has been designated by the department to require a drug and alcohol screening and background check. Finalist(s) for this position will be subject to drug and alcohol testing and will be required to consent to a pre-employment background check as a condition of employment.
Due to field responsibility, incumbent must possess a valid motor vehicle operator's permit; and be able to meet DCHA requirements to be placed on DCHA's approved driving list, within 30 days of the date of appointment to this position