What are the responsibilities and job description for the IT Spec. (Customer Support) position at DC Department of Human Resources?
This position is located in the Information Technology Division, Office of the Deputy Director for Management Support District of Columbia Department of Corrections. The (DCDOC's) Mission is to ensure the safe, secure and humane confinement of pretrial detainees, and sentenced misdemenant prisoners. The management and operation of the District's correcational system fosters community security.
The purpose of this position is to provide first line IT customer service/support to DCDOC local and remote site users and, as necessary, escalate customers' need to more experienced IT staff members.
Duties And Responsibilities
Staffs Agency's IT help desk. Answers calls, logs requests into a database and troubleshoots basic and limited problems over the telephone, including but not limited to password resets, hardware problem diagnosis, LAN connectivity support, and shrink wrap software questions and/or malfunction(s). Participates in the training of end users in the use of hardware and software products. Help end users overcome basic and limited software problems and provides instruction on how to avoid them in the future.
Participates in the development of metrics for tracking the efficiency and effectiveness of the help desk and prepares routine performance reports for management. Participates in the analysis of help desk requests, and the formulation of training plans to address common Agency-wide problems. Participates in the development of policies and procedures governing help desk operations. Participates in the evaluation of software products that support help desk management and makes recommendations to management on conclusions.
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:
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.
Licenses and Certifications
At least two (2) certifications in IT programs are preferred.
A valid driver's license with an acceptable record may be required.
Working Conditions/Environment
Work is performed in an office and field settings within a correctional institution and with and around inmates; adherence to institutional safety and prevention guidelines is required.
Other Significant Facts
Tour for Duty: Monday - Friday 8:15 a.m. to 4:45 p.m. May be required to work on weekends.
Pay Plan, Series and Grade: CS-2210-11
Promotion Potential: Promotion Potential to CS-12
Duration of Appointment: Career Service Appointment
Collective Bargaining Unit: This position is in a collective bargaining agreement.
Position Designation: This position has been designated as an essential employee position under the provisions of the 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 has been designated as an essential employee position under the provisions of the District Personnel Manual, Chapter 12. Incumbent is designated an essential employee and 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.
Residency Preference: Applicants claiming “Residency Preference” will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.
EEO Statement: The District of Columbia as 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.
The purpose of this position is to provide first line IT customer service/support to DCDOC local and remote site users and, as necessary, escalate customers' need to more experienced IT staff members.
Duties And Responsibilities
Staffs Agency's IT help desk. Answers calls, logs requests into a database and troubleshoots basic and limited problems over the telephone, including but not limited to password resets, hardware problem diagnosis, LAN connectivity support, and shrink wrap software questions and/or malfunction(s). Participates in the training of end users in the use of hardware and software products. Help end users overcome basic and limited software problems and provides instruction on how to avoid them in the future.
Participates in the development of metrics for tracking the efficiency and effectiveness of the help desk and prepares routine performance reports for management. Participates in the analysis of help desk requests, and the formulation of training plans to address common Agency-wide problems. Participates in the development of policies and procedures governing help desk operations. Participates in the evaluation of software products that support help desk management and makes recommendations to management on conclusions.
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:
- 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 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.
Licenses and Certifications
At least two (2) certifications in IT programs are preferred.
A valid driver's license with an acceptable record may be required.
Working Conditions/Environment
Work is performed in an office and field settings within a correctional institution and with and around inmates; adherence to institutional safety and prevention guidelines is required.
Other Significant Facts
Tour for Duty: Monday - Friday 8:15 a.m. to 4:45 p.m. May be required to work on weekends.
Pay Plan, Series and Grade: CS-2210-11
Promotion Potential: Promotion Potential to CS-12
Duration of Appointment: Career Service Appointment
Collective Bargaining Unit: This position is in a collective bargaining agreement.
Position Designation: This position has been designated as an essential employee position under the provisions of the 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 has been designated as an essential employee position under the provisions of the District Personnel Manual, Chapter 12. Incumbent is designated an essential employee and 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.
Residency Preference: Applicants claiming “Residency Preference” will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.
EEO Statement: The District of Columbia as 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.