What are the responsibilities and job description for the IT Specialist (Customer Support) position at DC Department of Human Resources?
Job Summary
This position is located in the District of Columbia Office of the Inspector General (OIG), within the Information Technology (IT) Unit of the Business Management Division. The OIG’s mission is to promote economy, efficiency, and effectiveness and to detect and deter fraud, waste, and abuse in District government programs and operations.
The IT Unit enables the OIG to meet its goals effectively and efficiently by providing leadership in the application of information technology and delivering secure, innovative, and reliable technology solutions in the most responsive and effective manner; to continually address the ever-changing information technology landscape to improve access to information and to stimulate business activity and to ultimately address the needs of all OIG staff.
The IT Specialist (Customer Support) is responsible for the planning and delivery of information technology-related customer support services by responding to help desk e-tickets and working to resolve technology issues in a timely manner.
Duties And Responsibilities
The IT Specialist (Customer Support) will independently triage and resolve a range of technology issues, while prioritizing the issues according to the OIG IT Standard Operating Procedure (SOPs). Work with internal or external stakeholders on the relocation, ordering and maintenance of agency IT equipment (i.e., workstations, audio equipment and mobile devices). This position demands excellent customer service, interpersonal communication, collaboration, and problem-solving skills. The incumbent will work in a fast-paced, 24x7 customer-focused environment.
The incumbent will create and maintain end user accounts using Active Directory; work with the end users to ensure proper operation of the equipment, hardware and software. Assists with the management, utilization and accountability of IT assets and supplies. Stays abreast of new information technology hardware, software and industry trends and make recommendations to management in keeping the OIG current with their technology needs. Performs market research on agency equipment as needed.
Performs other related duties as assigned.
Education And Qualifications
The incumbent must possess IT-related education and/or experience as defined in the Information Technology qualification standard (2210 series). In addition to meeting basic requirements, at least one (1) year of specialized experience equivalent to at least the grade 11 level is required. Specialized experience is work that has equipped the applicant with the knowledge, skills, and abilities to successfully perform the duties of the position.
Examples of specialized experience include troubleshooting, recovering, installing, testing, and tuning of hardware and software systems; experience providing advice and guidance on a wide range and variety of IT issues; experience adjusting, modifying and improving IT systems; and experience diagnosing and resolving problems in response to customer reported incidents.
There is no education substitution for the required experience at this grade level.
Work Environment
Work is typically performed in an office setting (or cubicle), and the work area is adequately lit, heated, and ventilated.
Other Significant Facts
The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of the DC Personnel Regulations Suitability. This position is designated as a Security Sensitive position.
This position is classified as “Security Sensitive” due to the position’s duties and responsibilities. Security sensitive positions are positions of special trust that may be reasonably expected to affect the access to or control of activities, systems, or resources that are subject to misappropriation, malicious mischief, damage, or loss or impairment of control of communication.
The work is primarily sedentary, although some slight physical effort may be required. The work may involve visits to other buildings or offices, and require periods of standing, bending, stooping, and carrying/lifting up to 50 lbs.
Pay Plan, Series, And Grade
CS-2210-12
Promotion Potential
No known promotion.
Duration Of Appointment
Career Service – Permanent
Collective Bargaining Unit
This position is not represented by a collective bargaining unit.
When applying for DC OIG positions, please ensure you check your spam folder after the closing date. Information regarding interviews will be sent via the OIG Recruitment email box. OIG reserves the right to deny interviews after dates have been identified, and interviews conclude.
The District of Columbia Government does not discriminate in employment on the basis of race, color, religion, sex including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.
Submission of a resume alone is NOT a complete application. This position may require the completion of additional form/s and/or supplemental materials. Failure to provide the required information and/or materials will result in your application not being considered for employment.
This position is located in the District of Columbia Office of the Inspector General (OIG), within the Information Technology (IT) Unit of the Business Management Division. The OIG’s mission is to promote economy, efficiency, and effectiveness and to detect and deter fraud, waste, and abuse in District government programs and operations.
The IT Unit enables the OIG to meet its goals effectively and efficiently by providing leadership in the application of information technology and delivering secure, innovative, and reliable technology solutions in the most responsive and effective manner; to continually address the ever-changing information technology landscape to improve access to information and to stimulate business activity and to ultimately address the needs of all OIG staff.
The IT Specialist (Customer Support) is responsible for the planning and delivery of information technology-related customer support services by responding to help desk e-tickets and working to resolve technology issues in a timely manner.
Duties And Responsibilities
The IT Specialist (Customer Support) will independently triage and resolve a range of technology issues, while prioritizing the issues according to the OIG IT Standard Operating Procedure (SOPs). Work with internal or external stakeholders on the relocation, ordering and maintenance of agency IT equipment (i.e., workstations, audio equipment and mobile devices). This position demands excellent customer service, interpersonal communication, collaboration, and problem-solving skills. The incumbent will work in a fast-paced, 24x7 customer-focused environment.
The incumbent will create and maintain end user accounts using Active Directory; work with the end users to ensure proper operation of the equipment, hardware and software. Assists with the management, utilization and accountability of IT assets and supplies. Stays abreast of new information technology hardware, software and industry trends and make recommendations to management in keeping the OIG current with their technology needs. Performs market research on agency equipment as needed.
Performs other related duties as assigned.
Education And Qualifications
The incumbent must possess IT-related education and/or experience as defined in the Information Technology qualification standard (2210 series). In addition to meeting basic requirements, at least one (1) year of specialized experience equivalent to at least the grade 11 level is required. Specialized experience is work that has equipped the applicant with the knowledge, skills, and abilities to successfully perform the duties of the position.
Examples of specialized experience include troubleshooting, recovering, installing, testing, and tuning of hardware and software systems; experience providing advice and guidance on a wide range and variety of IT issues; experience adjusting, modifying and improving IT systems; and experience diagnosing and resolving problems in response to customer reported incidents.
There is no education substitution for the required experience at this grade level.
Work Environment
Work is typically performed in an office setting (or cubicle), and the work area is adequately lit, heated, and ventilated.
Other Significant Facts
The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of the DC Personnel Regulations Suitability. This position is designated as a Security Sensitive position.
This position is classified as “Security Sensitive” due to the position’s duties and responsibilities. Security sensitive positions are positions of special trust that may be reasonably expected to affect the access to or control of activities, systems, or resources that are subject to misappropriation, malicious mischief, damage, or loss or impairment of control of communication.
The work is primarily sedentary, although some slight physical effort may be required. The work may involve visits to other buildings or offices, and require periods of standing, bending, stooping, and carrying/lifting up to 50 lbs.
Pay Plan, Series, And Grade
CS-2210-12
Promotion Potential
No known promotion.
Duration Of Appointment
Career Service – Permanent
Collective Bargaining Unit
This position is not represented by a collective bargaining unit.
When applying for DC OIG positions, please ensure you check your spam folder after the closing date. Information regarding interviews will be sent via the OIG Recruitment email box. OIG reserves the right to deny interviews after dates have been identified, and interviews conclude.
The District of Columbia Government does not discriminate in employment on the basis of race, color, religion, sex including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.
Submission of a resume alone is NOT a complete application. This position may require the completion of additional form/s and/or supplemental materials. Failure to provide the required information and/or materials will result in your application not being considered for employment.
