IT Specialist (Desktop Support)

DCHBX Social Justice Values Statement We believe in social justice and the power of diversity, equity, and inclusion, and are committed to fighting longstanding discrimination, racial injustice, and systemic racism to contribute to a more just and equitable future for our workforce, our customers, and our partners. Introduction This position is in the District of Columbia Health Benefit Exchange Authority (DCHBX). The mission of the Health Benefit Exchange Authority is to implement a health care exchange program in the District of Columbia in accordance with the Patient Protection and Affordable Care Act (PPACA) of 2010 and the District of Columbia Health Benefit Exchange Authority Establishment Act of 2011, thereby ensuring access to quality and affordable health care to all District of Columbia residents. This position functions as an Information Technology (IT) Specialist (Desktop Support), responsible for planning and delivering customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer and staff IT hardware and software needs. Typically, the incumbent performs a wide range of support services for customers and staff who need assistance with hardware and software systems, such as triage of the help desk queue and resolving related tickets, fault analysis, complex problem resolution, software/hardware asset management, software distribution, communications support, and user training. Duties and Responsibilities Provide computers, peripherals, and network support to staff and triage the helpdesk queue and resolve related tickets within the expected timeframe according to the ticket priority. Manage the storage and distribution of HBX IT hardware and software assets. Manage and maintain desktop and network printers, plotters, scanners, and copiers. Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements. Develop and maintain an accurate inventory of information technology hardware/software and telecommunications equipment for the agency. Ensure appropriate system hardware maintenance, system file backup, system mass storage utilization, and system hardware/software data security. Diagnose and resolve complex problems in response to customer-reported incidents. Analyze computer systems when problems occur to determine the best procedure to follow to restore operational status and to determine the configuration changes that may be needed to prevent recurrence. Install files and software on users’ personal computers, ensure access to all required programs and connectivity to the Local Area Network. Add to and delete users from computer systems, and transfer users from one system to another. Work directly with remote and off-site users when log‑on/connectivity problems occur, to reach an expedient resolution. Ensure all programming changes are implemented in a timely manner, and all required data files are created and transmitted on schedule. Qualifications and Education Specialized Experience – Experience that equipped the applicant with the knowledge, skills, and abilities to perform the duties of the position successfully, and this is typically in or related to the work of the position to be filled. To be creditable, at least one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for the occupation in the organization. Licenses and Certifications – None. Working Conditions/Environment – Work is generally performed in an office setting. Promotion Potential – No known promotion potential. Other Significant Facts Tour of Duty : Monday – Friday 8:15 a.m.– 4:45 p.m. Pay Plan, Series, Grade : CS-2210-12 Collective Bargaining Unit : This position is not a part of a collective bargaining unit. Position Destination : This position has been deemed Security Sensitive under the guidelines of the DC Personnel Manual. Incumbents of this position are subject to enhanced suitability screening pursuant to Chapter 4 of DC personnel regulations. Accordingly, incumbents must successfully pass a criminal background and consumer credit check as a condition of employment and will be subject to periodic criminal background checks for the duration of their tenure. 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. #J-18808-Ljbffr DC Department of Human Resources