Information Technology Specialist

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

Job Summary

The mission of the District of Columbia Homeland Security and Emergency Management Agency (HSEMA) is to lead the planning and coordination of homeland security and emergency management efforts to ensure that the District of Columbia is prepared to prevent, protect against, respond to, mitigate, and recover from all threats and hazards. The District administers a comprehensive emergency management system to guide all levels of government, non-governmental organizations, and the private sector to work seamlessly to strengthen the safety, security, and resilience of the District.

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. 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. The 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.

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.

EEO Statement

The District of Columbia Government does not discriminate or retaliate in employment on the basis of race, color, religion, sex, pregnancy, gender identity and expression, national origin, family responsibilities, political affiliation, sexual orientation, marital status, homeless status, disability, genetic information, age, membership in an employee organization, participation in a legally protected activity, parental status, matriculation, personal appearance, credit information, status as a victim or family member of a victim of domestic violence, sexual offense, or stalking, military service, or other non-merit factor.