IT Specialist (Customer Support)

JOB SUMMARY

DC Public Library Office of Information Technology supports a larger, multi-site network environment of wired and wireless staff and public workstations connected to cloud-hosted servers and applications within and outside the District of Columbia.

This position is located in the Office of Information Technology and Systems (ITS), District of Columbia Public Library. The incumbent provides customer support to neighborhood services and other library units, and provides prompt resolutions of trouble tickets generated by staff responsible for the public computing access network and the administrative network. The incumbent also acts as a liaison with neighborhood library and central library staff to update and maintain software and hardware for public and staff use. The incumbent provides backup support for the public access and print management system.

DUTIES AND RESPONSIBILITY

• Sets up, maintains and troubleshoots workstation and server operating systems. Installs computers, monitors, printers, scanners, and related equipment, ensuring compatibility of hardware and considering the needs of the user at all DCPL locations
• Enters and updates service requests in problem tracking and resolution databases (e.g. Remedy).
• Diagnoses and resolves problems in response to customer reported incidents and needs.
• Assists with desktop application enhancement programs.
• Organizes and conducts appropriate public access training meetings for library services staff.
• Performs quality control on contracted support staff work.
• Partitions and formats hard drives, loads operating system, and selects appropriate configurations; sets up server options.
• Installs and configures off the shelf applications, programs, including word processing, spreadsheet, database, and presentation software. Instructs customers in person, via email and by telephone, in use of hardware and software, security procedures
• Responds to calls about malfunctions, troubleshoots both hardware and software to identify and resolve problems and makes repairs, if necessary. Maintains records in IT help desk and asset tracking systems.
• Develops and updates IT documentation. Instructs customers in the operation of digital telephone service, and voice mail. Troubleshoots basic telephone and cabling problems.
• Performs other duties as assigned

MINIMUM QUALIFICATIONS REQUIREMENTS

• Must possess a minimum of an associate’s degree from an accredited institution
• A minimum of three (3) years of experience in the implementation of microcomputer hardware and software and related peripherals, management of operating systems and application programs and direct involvement with users.
• Must have successfully completed at least one (1) year of specialized experience at the next lower grade level (CS 9).
• Knowledge of Microsoft Windows Client and Server operating systems, Active Directory, Group Policy and TCP/IP
• Knowledge of Internet working communications principles regarding LAN-to-LAN and LAN-to-WAN bridging and routing.
• Knowledge of advanced Microsoft Windows desktop support and administration principles.
• Knowledge of the District’s network architecture to ensure homogeneous interconnecting networks within the broader wide area network.
• Ability to speak and write clearly and effectively and to deal with others in a diplomatic but persuasive manner.

LICENSES AND CERTIFICATIONS

Microsoft (i.e. MCP, MCSE, MCSA) and Apple (i.e. ACMT, ACDT or ACPT) certifications preferred.

WORKING CONDITIONS/ENVIRONMENT

The work is performed in an office setting.

REFERENCE CHECK

All applicants who are current or former District of Columbia Government employees will be subject to a background examination prior to the issuance of a conditional offer of employment. This review will include coordination with District agencies where the applicant is currently or was previously employed. The purpose of this examination is to verify the applicant’s employment standing and determine eligibility for rehire, reassignment, or promotion within the District government. Applicants found not to be in good standing may be deemed ineligible for further consideration.

By applying to this vacancy announcement, you hereby authorize the District of Columbia Public Library to conduct a background examination and reference check, including coordination with any District agencies where you are currently or were previously employed, to verify your employment standing and assess your eligibility for continued employment consideration.

GENERAL SUITABILITY SCREENING

This position is subject to general suitability screening; verification of employment history, reference checks and degree/license, as applicable. The appointee to the position may be offered employment contingent upon receipt of a satisfactory general suitability screening.

OTHER SIGNIFICANT FACTORS

Type of Appointment: Career Service Full Time Appointment

Tour of Duty/Schedule: This position primarily works rotating shifts, including working evenings, weekends, and coverage during busy periods to support operational needs.

Collective Bargaining Unit: This position is in the collective bargaining unit.

Telework: At the discretion of the incumbent’s supervisor

Appointed Salary - The selected incumbent will be appointed at the appropriate salary rate of an CS 11 based on the DPM's guidelines.

Budgeted Salary - This position is budgeted for a minimum salary of $74,893 to a maximum salary of $84,517.

IMPORTANT NOTE: We appreciate every applicant’s interest. However, only those who meet the qualifications and are considered by the hiring committee or interview panel will be contacted for the next steps in the recruitment process.

RESIDENCY REQUIREMENT

A person applying for a position in the Career Service, Educational Service, Management Supervisory Service, an attorney position in the Legal Service (series 905) other than the Senior Executive Attorney Service (SEAS), or an attorney position in the Excepted Service (series 950) who is a bona fide District resident AT THE TIME OF APPLICATION for the position, may be awarded a 10-point residency preference over non-District applicants, unless the person declines the preference points. If selected the person shall be required to present no less than 8 proofs of bona fide District residency and maintain such residency for 7 consecutive years from the effective date of the appointment. Failure to maintain bona fide District residency for the 7-year period will result in forfeiture of employment.

EMPLOYMENT BENEFITS

Selectee 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. However, if selectee was previously employed in the District of Columbia government under an appointment for which he/she was eligible for Civil Service Retirement (CSR), contributions to CSR will resume upon re-employment.

EQUAL EMPLOYMENT OPPORTUNITY

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, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability. Sexual harassment is a form of sex discrimination, which is also prohibited. In addition, harassment based on any of the above-protected categories is prohibited.