Job Summary

The incumbent is responsible for Tier I and Tier II support with hardware, software, and applications. The candidate will perform a wide range of activities that contribute to overall end-user satisfaction. This position requires a deep understanding of computer software and hardware technology. Strong communication skills are also essential, as the Helpdesk technician must effectively communicate solutions to both technical and non-technical individuals. Patience, resourcefulness, and a desire to help others are desirable virtues for this position. Additionally, attention to detail and good organization skills are critical along with accurate incident documentation and tracking.

Duties and Responsibilities

The incumbent responsible for IT support, diagnosing and resolving hardware, software, and connectivity issues for agency end users. This includes installing and configuring software and equipment, managing user accounts, troubleshooting network and system problems, and escalating complex issues as appropriate. The incumbent maintains accurate records of support requests and resolutions, documents system configurations, and ensures that equipment at agency facilities, including backup emergency operations center sites, is operational and ready for use. he incumbent provides dedicated IT support to the District Emergency Operations Center (EOC) and 24/7/365 fusion center, ensuring that critical systems, workstations, and communications infrastructure remain available during activations, special events, and steady-state operations. This includes supporting the setup, testing, and breakdown of EOC technology resources for exercises and real-world incidents, and responding to time-sensitive support requests in a fast-paced, mission-critical environment.

The incumbent provides training and consultation to staff on system capabilities, software tools, and IT procedures, and works directly with users to minimize disruptions to critical business activities. The incumbent also identifies opportunities to improve service delivery and recommends new tools or equipment where appropriate. T he incumbent plans, manages and coordinates activities for technology related projects which are technically complex in nature and may be a significant component of a larger-scale project. The incumbent develops and maintains comprehensive user documentation, standard operating procedures, and training materials. Beyond day-to-day helpdesk functions, the incumbent supports technology projects by assisting with application testing, vendor software upgrades, and the translation of user requirements into technical specifications. The incumbent provides training, consultation and technical support for remote customers access, configuration management, on subjects such as operating system architecture and capabilities, system generation alternatives, configuration alternatives, data file management, system utility capabilities, standards and procedures, configuration management, performance management, capacity network control and management.

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.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 at least the next lower grade in the normal line of progression.

Minimum of 4 years' experience working in related field is desired, including experience in computer engineering, information technology, or emergency management. A bachelor's 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 in the related field is desired.

Licensures, Certifications and other requirements

Preferred consideration will be given for one or more of the following: Fellows Program, Certified Project Manager or Certified Program Manager, IAEM Certified Emergency manager, or state-level emergency management certification.

Promotion Potential

No known promotion potential

Work Conditions/Environment

The majority of work is performed in a typical office setting, but field work will be required at times.

Other Significant Facts

Tour of Duty: 8:30am - 4:30pm (however hours can vary based on the mission)

Duration of Appointment: Career Term Appointment- 13 months (Grant Funded)

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

Collective Bargaining Unit: This position is in the collective bargaining unit.

Position Designation: This position has been designated as security sensitive therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable. The incumbent is designated as an emergency employee and must be willing to work flexible hours, including weekends and evenings, to support the District's overall preparedness. In the event of an emergency, the incumbent may be called into work and classified as essential.

Employee Benefits: Selectee(s) will be eligible for health and life insurance, annual (vacation) and sick leave and will be covered under the District of Columbia government's retirement plan.