IT Specialist (Customer Support)

Job Summary This position is located in the District of Columbia Office of the Inspector General (OIG), within the Information Technology (IT) Unit of the Business Management Division. The OIG’s mission is to promote economy, efficiency, and effectiveness and to detect and deter fraud, waste, and abuse in District government programs and operations. The IT Unit enables the OIG to meet its goals effectively and efficiently by providing leadership in the application of information technology and delivering secure, innovative, and reliable technology solutions in the most responsive and effective manner; to continually address the ever-changing information technology landscape to improve access to information and to stimulate business activity and to ultimately address the needs of all OIG staff. The IT Specialist (Customer Support) is responsible for providing customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. Duties And Responsibilities The IT Specialist (Customer Support) will provide comprehensive support by responding to help desk inquiries, troubleshoot and resolve a range of hardware and software issues, and maintain accurate records using an automated tickets system. Responsibilities include managing IT assets such as computers, mobile devices, video conferencing systems, and VoIP phones; creating and maintaining user accounts; deploying software and patches; and supporting remote access and mobile computing. The specialist will also assist with generating system images, administering group policies, and providing end-user training and documentation. The incumbent will assist with equipment relocation, procurement and maintenance, and will conduct market research to support purchasing decisions. Staying current with industry trends, the specialist will recommend hardware and software updates to meet the agency’s evolving needs. This position plays a key role in ensuring the smooth operation of OIG’s IT systems and supporting the agency’s mission through reliable and responsive technical support. The role requires strong problem-solving skills, the ability to prioritize tasks based on service level agreements, and effective communication with internal and external stakeholders. Performs other related duties as assigned. Education And Qualifications The incumbent must possess IT-related education and/or experience as defined in the Information Technology qualification standard (2210) series. In addition to meeting basic requirements, at least one (1) year of specialized experience equivalent to at least the grade 9 level is required. Specialized experience is work that has equipped the applicant with the knowledge, skills, and abilities to successfully perform the duties of the position. Examples of specialized experience include troubleshooting, recovering, installing, adjusting, modifying and improving IT systems to provide support that minimizes interruptions in customer’s ability to carry out OIG’s mission; experience providing advice and guidance on a wide range and variety of IT issues; and experience diagnosing and resolving problems in response to customer reported incidents. There is no education substitution for the required experience at this grade level. Work Environment Work is typically performed in an office setting (or cubicle), and the work area is adequately lit, heated, and ventilated. Other Significant Facts The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of the DC Personnel Regulations Suitability. This position is designated as a Security Sensitive position. This position is classified as “Security Sensitive” due to the positions' duties and responsibilities. Security sensitive positions are positions of special trust that may be reasonably expected to affect the access to or control of activities, systems, or resources that are subject to misappropriation, malicious mischief, damage, or loss or impairment of control of communication. The work is primarily sedentary, although some slight physical effort may be required. The work may involve visits to other buildings or offices, and require periods of standing, bending, stooping, and carrying/lifting of 50lbs. Pay Plan, Series, And Grade CS-2210-11 Promotion Potential Promotional potential to a Grade 12. Duration Of Appointment Career Service – Permanent Collective Bargaining Unit This position is not represented by a collective bargaining unit. The District of Columbia Government does not discriminate in employment on the basis of race, color, religion, sex including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. #J-18808-Ljbffr