IT Specialist

Job Summary

This position is located in the Office of Unified Communications (OUC), Information Technology Division. The mission of the OUC is to provide accurate, professional, and expedited service to the residents and visitors of the District of Columbia. This service is performed by a team that handles emergency and non-emergency calls that are received when individuals dial 911 and 311 in Washington, DC.

OUC also provides centralized, District-wide coordination and management of public safety voice radio technology and other public safety communication systems and resources to District government agencies and several local, state, and federal partners. The incumbent in this role is responsible for providing operational support, maintaining, and troubleshooting critical 911 and 311 systems, radio systems, and network infrastructure, emergency operations floor equipment, associated applications, mobile routers and mobile data computers (MDCs).

This role is responsible for diagnosing and resolving technical issues, optimizing system performance, and ensuring seamless operation across all supported technologies. Additionally, the incumbent collaborates with internal and external stakeholders to maintain system functionality and continuous operations.

This position is located in the Office of Unified Communications (OUC), Information Technology Division. The mission of the OUC is to provide accurate, professional, and expedited service to the residents and visitors of the District of Columbia. This service is performed by a team that handles emergency and non-emergency calls that are received when individuals dial 911 and 311 in Washington, DC.

OUC also provides centralized, District-wide coordination and management of public safety voice radio technology and other public safety communication systems and resources to District government agencies and several local, state, and federal partners. The incumbent in this role is responsible for providing operational support, maintaining, and troubleshooting critical 911 and 311 systems, radio systems, and network infrastructure, emergency operations floor equipment, associated applications, mobile routers and mobile data computers (MDCs).

This role is responsible for diagnosing and resolving technical issues, optimizing system performance, and ensuring seamless operation across all supported technologies. Additionally, the incumbent collaborates with internal and external stakeholders to maintain system functionality and continuous operations.

Provides Tier II technical support in a multi-tiered environment, resolves issues across workstations and mobile devices, 911/311 systems and applications and network infrastructure; escalates complex problems as needed. Plans, schedules, and performs the installation of all IT hardware, operating systems, and application software; installs, configures, and maintains mobile routers, mobile data computers, docking stations, and other supported devices in both OUC vehicles and first responder units, ensuring reliable communication, system performance, and operational readiness.

Monitors system alerts, takes prompt action to address issues, and performs regular preventative maintenance and health checks on all IT equipment including servers and workstations to ensure optimal performance and reliability. Follows and documents standard operating procedures (SOPs) to support daily operations, enhance customer service, and ensure consistent systems administration practices; collaborate with IT teams, emergency services personnel, and vendors to meet technical requirements;

trains end-users on equipment usage and best practices; and implements information security, privacy, and assurance policies and tools in the delivery of systems administration services.

Manages service tickets using Service Now or other ticketing systems; ensures timely resolution of technical issues; maintains accurate asset records in the inventory system, and documents all installations, configurations, and troubleshooting activities. Ensures that all IT systems are safe and secure against cybersecurity threats. Assists with other IT projects and initiatives within the IT division as assigned, contributes technical expertise and operational support to ensure successful implementation.

Supports radio site operations, including escorts vendors, ensures compliance with security protocols, and conducts functionality checks. Supports project…