Emergency IT Support Specialist (Tier I/II)

DC Department of Human Resources; Washington (District of Columbia); On-site; USD 68,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid leave

Job summary

District of Columbia Homeland Security and Emergency Management Agency (HSEMA) seeks an IT Helpdesk Technician focused on Tier I/II support for hardware, software, and connectivity. The role requires strong communication, problem-solving, and documentation skills to ensure end-user satisfaction.

The incumbent will install software, manage user accounts, and troubleshoot issues while maintaining incident records and offering user training on system capabilities.

Qualifications

• Degree or coursework in computer science, engineering, information science, information systems management, mathematics, OR related field with 24 semester hours in IT topics.
• Minimum of 4 years’ experience in a related IT field such as computer engineering, information technology or emergency management.
• Experience developing or adapting applications, systems or networks is preferred.

Responsibilities

• Provide Tier I and II IT support for hardware, software, and connectivity to agency end users.
• Install and configure software and equipment, manage user accounts, troubleshoot problems, and escalate when needed.
• Maintain accurate records of support requests, document configurations, and ensure EOC systems remain operational.
• Deliver training and guidance on system capabilities and tools, and translate user needs into technical specs.

Education

Bachelor's degree or 24 semester hours in CS/Engineering/Information Science/IT

4+ years related IT/engineering experience

Job description

District of Columbia Homeland Security and Emergency Management Agency (HSEMA) seeks an IT Helpdesk Technician focused on Tier I/II support for hardware, software, and connectivity. The role requires strong communication, problem-solving, and documentation skills to ensure end-user satisfaction.

The incumbent will install software, manage user accounts, and troubleshoot issues while maintaining incident records and offering user training on system capabilities.