IT Specialist

DC Department of Human Resources; Washington (District of Columbia); On-site; USD 70,000 - 110,000; Full time

Job summary

The District of Columbia Office of Unified Communications (OUC) is seeking an IT professional to provide operational support, maintenance, and troubleshooting for critical 911/311 systems and related network infrastructure in a multi-tier environment. You will collaborate with internal and external stakeholders to maintain continuous operations and security.

Responsibilities include handling tickets in ServiceNow, deploying and configuring hardware, and performing routine health checks, with

Qualifications

• Degree in computer science, engineering, information science, information systems management, math, or related field.
• IT-related experience with demonstrated attention to detail, customer service, oral communication, and problem solving.
• Specialized experience: 1 year at next lower grade or equivalent.

Responsibilities

• Provides Tier II technical support across workstations, 911/311 systems, and network infrastructure.
• Plans, installs, configures IT hardware, mobile routers, and devices in vehicles and units.
• Monitors system alerts and performs preventative maintenance and health checks.
• Documents SOPs, collaborates with IT teams and vendors, and trains end-users.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Education

Degree in computer science, engineering, information science, information systems management, mathematics, or related field

Tools

ServiceNow

Job description

Job Summary

This position is located in the Office of Unified Communications (OUC), Information Technology Division. The mission of the OUC is to provide accurate, professional, and expedited service to the residents and visitors of the District of Columbia. This service is performed by a team that handles emergency and non-emergency calls that are received when individuals dial 911 and 311 in Washington, DC. OUC also provides centralized, District-wide coordination and management of public safety voice radio technology and other public safety communication systems and resources to District government agencies and several local, state, and federal partners. The incumbent in this role is responsible for providing operational support, maintaining, and troubleshooting critical 911 and 311 systems, radio systems, and network infrastructure, emergency operations floor equipment, associated applications, mobile routers and mobile data computers (MDCs). This role is responsible for diagnosing and resolving technical issues, optimizing system performance, and ensuring seamless operation across all supported technologies. Additionally, the incumbent collaborates with internal and external stakeholders to maintain system functionality and continuous operations.

Job Summary

This position is located in the Office of Unified Communications (OUC), Information Technology Division. The mission of the OUC is to provide accurate, professional, and expedited service to the residents and visitors of the District of Columbia. This service is performed by a team that handles emergency and non-emergency calls that are received when individuals dial 911 and 311 in Washington, DC. OUC also provides centralized, District-wide coordination and management of public safety voice radio technology and other public safety communication systems and resources to District government agencies and several local, state, and federal partners. The incumbent in this role is responsible for providing operational support, maintaining, and troubleshooting critical 911 and 311 systems, radio systems, and network infrastructure, emergency operations floor equipment, associated applications, mobile routers and mobile data computers (MDCs). This role is responsible for diagnosing and resolving technical issues, optimizing system performance, and ensuring seamless operation across all supported technologies. Additionally, the incumbent collaborates with internal and external stakeholders to maintain system functionality and continuous operations.

Duties & Responsibilities

Provides Tier II technical support in a multi-tiered environment, resolves issues across workstations and mobile devices, 911/311 systems and applications and network infrastructure; escalates complex problems as needed. Plans, schedules, and performs the installation of all IT hardware, operating systems, and application software; installs, configures, and maintains mobile routers, mobile data computers, docking stations, and other supported devices in both OUC vehicles and first responder units, ensuring reliable communication, system performance, and operational readiness. Monitors system alerts, takes prompt action to address issues, and performs regular preventative maintenance and health checks on all IT equipment including servers and workstations to ensure optimal performance and reliability. Follows and documents standard operating procedures (SOPs) to support daily operations, enhance customer service, and ensure consistent systems administration practices; collaborate with IT teams, emergency services personnel, and vendors to meet technical requirements; trains end-users on equipment usage and best practices; and implements information security, privacy, and assurance policies and tools in the delivery of systems administration services.

Manages service tickets using ServiceNow or other ticketing systems; ensures timely resolution of technical issues; maintains accurate asset records in the inventory system, and documents all installations, configurations, and troubleshooting activities. Ensures that all IT systems are safe and secure against cybersecurity threats. Assists with other IT projects and initiatives within the IT division as assigned, contributes technical expertise and operational support to ensure successful implementation. Supports radio site operations, including escorts vendors, ensures compliance with security protocols, and conducts functionality checks. Supports project initiatives, contributes to deployment plans, and provides technical expertise that ensures emergency services are delivered without interruption.

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

Experience Must Be IT Related; The Experience May Be Demonstrated By Paid Or Unpaid Experience And/or Completion Of Specific, Intensive Training (for Example, IT Certification), As Appropriate. For All Positions 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 to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
• Oral Communication - Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
• Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

AND

Specialized Experience: Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression.

Licensure and Certifications

The incumbent must possess and maintain a valid driver’s license during employment.

Working Conditions/Environment

Work is performed in an office setting or at an outside location in varying weather conditions to perform the job duties. The incumbent is also responsible for helpdesk duties during and after business hours and may be required to visit staff at other government agencies. Work may also be performed outdoors in emergency mobile units during varying weather conditions. Some travel is required. Travel includes some trips to operating facilities which involve potential radiation or contamination exposure. Attendance at designated meetings on days, evenings and weekends may be required. The incumbent must wear protective clothing and follow standard safety procedures as needed. Maybe required to lift up to 30lbs.

Other Significant Information

Tour of Duty: Various Shifts

Pay Plan, Series and Grade: CS-2210-11

Promotion Potential: No known promotion potential

Duration of Appointment: Career Service (Permanent)

Collective Bargaining Unit (Union): This position is in the collective bargaining unit, and you may be required to pay an agency service fee through an automatic payroll deduction.

Residency Preference: When claiming residency preference, you are required, and must agree in writing, to maintain bona fide District residency for a period of seven (7) consecutive years from the effective date of employment. You will be required to present documents (proofs) to show District residency and failure to maintain bona-fide District residency for the seven-year (7-year) period will result in forfeiture of employment.

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.

Essential Designation: This position is designated as Essential pursuant to Chapter 12 of the D.C. personnel regulations, Hours of Work, Legal Holidays, and Leave. The incumbent may be required to work nights, weekends, and holidays to meet the needs of the agency. As an Essential employee, you will be required to report to work or stay at work during a declared emergency.

Equal Employment Opportunity: 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.