Über
The purpose of the position is to provide troubleshooting and web development, graphics, and support to OAH on the Internet and Intranet and to facilitate public accessibility.
Duties and Responsibilities
Installs, upgrades, supports, and troubleshoots printers, computer hardware, as well as other authorized desktop applications and peripheral equipment. Performs general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties. This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment (including but not limited to PCs, laptops, printers, scanners, and iPhones) to ensure optimal performance. Processes support tickets and accurately record work performed via in person, telephone, or remote access in a timely fashion.
Provides direct end user assistance to include familiarizing users with basic software, hardware, and peripheral device operation. Demonstrates the ability to escalate issues and involve senior IT Staff for resolution as needed while providing a high level of customer support. Develops and maintains a sound understanding of approved operating systems and application software as well as business-related processes and procedures, company guidelines. Monitors, operates, manages, troubleshoots, and restores service to PCs or laptops. Escalates the issue/problem to senior IT staff when the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral. Develops trends by monitoring and analyzing incoming calls, problems and support requests Manages time efficiently, sets priorities appropriately, schedules calls.
Qualifications & Education
Undergraduate or Graduate 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 semesters in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.
or
Experience:
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.
Attention to Detail
- Is thorough when performing work and conscientious about attending to detail. Customer Service
- Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) 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 (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); 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 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. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.
Licensures & Certifications
None
Work Conditions/Environment
The work is performed in a normal office setting.
Other Significant Facts
Tour of Duty:
Monday - Friday 8:30 am - 5:00 pm
Promotion Potential:
No known promotion potential
Duration of Appointment : Career Service - Regular
Pay Plan, Series, Grade : CS-0201-09
Salary:
$ 54,183- $69,770; Based on funding
Collective Bargaining Unit:
This position is not covered under collective bargaining.
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.
Residency Requirement : Applicants claiming Residency Preference will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.
EEO Statement:
The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.
Sprachkenntnisse
- English
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