What are the responsibilities and job description for the Information Technology Specialist (Customer Support) position at DC Department of Human Resources?
Job Summary
This position is located in the D.C. Department of Corrections, Office of the Deputy Director for Management Support, Information Technology Division. The mission of e DOC is to ensure public safety for citizens of the District by providing an orderly, safe, secure, and humane environment for the confinement of pretrial detainees and sentenced inmates, while providing meaningful opportunities for community reintegration.
The incumbent in this role is responsible for installing, configuring, troubleshooting, maintaining DOC's hardware and software, and providing technical support services to system users in the agency and possibly around inmates in the correctional facility.
Duties And Responsibilities
Plans and delivers customer support services including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. Responds to inquiries from customers, (emails and phone calls) seeking help with software or hardware related issues. Gathers incident information, troubleshoot, update, resolve or escalate to appropriate DOC IT or OCTO support groups to ensure groups to ensure compliance with DOC's policies.
Improves the customer experience and satisfaction by providing accurate and meaningful analysis to customer satisfaction survey date and feedback. Diagnoses, resolves, and follows up on issues relating to various user concerns. Provides in person and remote support to resolve issues for users at the office or locations.
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, system or networks. OR Individuals must have related experience demonstrating each of the four competencies listed below:
Specialized Experience
Specialized experienced 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.
Licenses and Certification
A valid driver's license with an acceptable record.
Working Conditions/Environmental
Work is performed on an office and field settings within a correctional institution with and around inmates; adherence to institutional safety and prevention guidelines is required.
Other Significant Facts
Tour of Duty: Monday - Friday 8:15 a.m. to 4:45 p.m. May be required to work on weekends. Incumbent is subject to call up and /or recall at any time as deemed necessary to ensure safe and orderly operations required to work rotating shifts and weekends; and is subject to 24 hour on call status.
Pay Plan, Series and Grade: CS-2210-09
Promotion Potential: CS-2210-11
Duration of Appointment: Career Service Appointment
Collective Bargaining Agreement: This position is covered by a collective bargaining agreement.
Position Designation: This position is designation as an essential employee position under the provision of District Personnel Manual, Chapter 12. The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of the DC Personnel Regulations, suitability - Safety Sensitive.
A TB test will be required prior to entry on duty.
Essential Designation: This position is classified as an essential/emergency position under the provisions of the District Personnel Manual Chapter 12. As such, the incumbent is required to serve in emergency situations to perform critical duties, i.e., snow removal, debris removal, transportation, shelter, operations, food distribution, and communications. These duties may be performed when the government is closed or when employees are dismissed early.
EEO Statement: The District of Columbia 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 politcal affiliation.
This position is located in the D.C. Department of Corrections, Office of the Deputy Director for Management Support, Information Technology Division. The mission of e DOC is to ensure public safety for citizens of the District by providing an orderly, safe, secure, and humane environment for the confinement of pretrial detainees and sentenced inmates, while providing meaningful opportunities for community reintegration.
The incumbent in this role is responsible for installing, configuring, troubleshooting, maintaining DOC's hardware and software, and providing technical support services to system users in the agency and possibly around inmates in the correctional facility.
Duties And Responsibilities
Plans and delivers customer support services including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. Responds to inquiries from customers, (emails and phone calls) seeking help with software or hardware related issues. Gathers incident information, troubleshoot, update, resolve or escalate to appropriate DOC IT or OCTO support groups to ensure groups to ensure compliance with DOC's policies.
Improves the customer experience and satisfaction by providing accurate and meaningful analysis to customer satisfaction survey date and feedback. Diagnoses, resolves, and follows up on issues relating to various user concerns. Provides in person and remote support to resolve issues for users at the office or locations.
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, system or networks. OR Individuals must have 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.
Specialized Experience
Specialized experienced 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.
Licenses and Certification
A valid driver's license with an acceptable record.
Working Conditions/Environmental
Work is performed on an office and field settings within a correctional institution with and around inmates; adherence to institutional safety and prevention guidelines is required.
Other Significant Facts
Tour of Duty: Monday - Friday 8:15 a.m. to 4:45 p.m. May be required to work on weekends. Incumbent is subject to call up and /or recall at any time as deemed necessary to ensure safe and orderly operations required to work rotating shifts and weekends; and is subject to 24 hour on call status.
Pay Plan, Series and Grade: CS-2210-09
Promotion Potential: CS-2210-11
Duration of Appointment: Career Service Appointment
Collective Bargaining Agreement: This position is covered by a collective bargaining agreement.
Position Designation: This position is designation as an essential employee position under the provision of District Personnel Manual, Chapter 12. The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of the DC Personnel Regulations, suitability - Safety Sensitive.
A TB test will be required prior to entry on duty.
Essential Designation: This position is classified as an essential/emergency position under the provisions of the District Personnel Manual Chapter 12. As such, the incumbent is required to serve in emergency situations to perform critical duties, i.e., snow removal, debris removal, transportation, shelter, operations, food distribution, and communications. These duties may be performed when the government is closed or when employees are dismissed early.
EEO Statement: The District of Columbia 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 politcal affiliation.