Tier II critical operation; PT

Overview

Role: IT Services Tier II

Client: DC Government

Location:

Washington, DC (Onsite)

Experienced IT professional (6–10 yrs) providing Tier II support for critical 311/911 operations—troubleshooting workstations, apps, networks. Supports Mobile Data Computers to ensure field unit connectivity. Weekend role: 10-hour shifts, 2 days/week.

• Provides Tier II IT support for 911 and 311 call floor operations, including troubleshooting workstations, testing software updates, resolving system glitches, and assisting users.
• Supports MDC division operations, including imaging, processing client support requests, configuring, and maintaining tough books, routers, and associated vehicle installations.
• Provides support and feedback on implementation of IT hardware and application solutions for the call floor and MDC environments.
• Performs tests, participates in system acceptance procedures, and performance monitoring methods for call floor applications and MDC systems.
• Supports radio communications, dispatch operations, and network system infrastructure, including routine monitoring, alarm escalation, and coordination with OCTO and external stakeholders.
• Provides IT support for Mobile VPN and mobile connectivity tools, including diagnostics, troubleshooting, and coverage analysis.
• Follows OUC-IT Standard Operating Procedures (SOPs) for Tier II troubleshooting and daily operations.
• Supports IT asset management by tracking, updating, and maintaining inventory of call floor and MDC hardware, ensuring accurate records of equipment assignment, deployment, and lifecycle status.
• Uses the Service Now ticketing system to open, track, update, and close OUC-IT service tickets in accordance with established processes.
• Participates in inter-agency coordination to ensure technical requirements for 911, 311, and MDC systems are met.
• Assists with security patching, operating system upgrades, firewall coordination, and integration of agency software into call floor and MDC environments.
• Assists in the deployment of new hardware and applications, including installation, configuration, testing, and user support.
• Performs other duties and responsibilities as required, assigned, or requested.

Minimum Education/Certification Requirements:
Bachelor’s degree in IT or related field or equivalent experience

Experience:

• Bachelor’s degree in IT or related field or equivalent: 5 years (Preferred)
• A+ or Network+ certifications preferred but not required: 1 year (Preferred)
• design, develop, test computer systems and components: 6 years (Preferred)
• IT lifecycle management, performance monitoring, and QA: 2 years (Preferred)
• IT system security principles and technical documentation: 2 years (Preferred)
• Support in research, evaluation,integration of new techs: 2 years (Preferred)
• IT security principles, methods, and tools: 2 years (Preferred)
• operating systems installation and configuration procedures: 2 years (Preferred)
• network standards, and network management tools: 2 years (Preferred)
• maintaining database operations and assisting: 2 years (Preferred)
• monitor system performance & recovering data from backup: 2 years (Preferred)
• customer support, problem resolution databases, troubleshoot: 2 years (Preferred)