Information Technology Specialist

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The mission of the District of Columbia Homeland Security and Emergency Management Agency (HSEMA) is to lead the planning and coordination of homeland security and emergency management efforts to ensure that the District of Columbia is prepared to prevent, protect against, respond to, mitigate, and recover from all threats and hazards. The District administers a comprehensive emergency management system to guide all levels of government, non-governmental organizations, and the private sector to work seamlessly to strengthen the safety, security, and resilience of the District.

The incumbent is responsible for Tier I and Tier II support with hardware, software, and applications.

The candidate will perform a wide range of activities that contribute to overall end-user satisfaction.

This position requires a deep understanding of computer software and hardware technology.

Strong communication skills are also essential, as the Helpdesk technician must effectively communicate solutions to both technical and non-technical individuals.

Patience, resourcefulness, and a desire to help others are desirable virtues for this position.

Additionally, attention to detail and good organization skills are critical along with accurate incident documentation and tracking.

The incumbent responsible for IT support, diagnosing and resolving hardware, software, and connectivity issues for agency end users. This includes installing and configuring software and equipment, managing user accounts, troubleshooting network and system problems, and escalating complex issues as appropriate. The incumbent maintains accurate records of support requests and resolutions, documents system configurations, and ensures that equipment at agency facilities, including backup emergency operations center sites, is operational and ready for use.

he incumbent provides dedicated IT support to the District Emergency Operations Center (EOC) and 24/7/365 fusion center, ensuring that critical systems, workstations, and communications infrastructure remain available during activations, special events, and steady-state operations. This includes supporting the setup, testing, and breakdown of EOC technology resources for exercises and real-world incidents, and responding to time-sensitive support requests in a fast-paced, mission-critical environment.

The incumbent provides training and consultation to staff on system capabilities, software tools, and IT procedures, and works directly with users to minimize disruptions to critical business activities. The incumbent also identifies opportunities to improve service delivery and recommends new tools or equipment where appropriate. T he incumbent plans, manages and coordinates activities for technology related projects which are technically complex in nature and may be a significant component of a larger-scale project.

The incumbent develops and maintains comprehensive user documentation, standard operating procedures, and training materials. Beyond day-to-day helpdesk functions, the incumbent supports technology projects by assisting with application testing, vendor software upgrades, and the translation of user requirements into technical specifications. The incumbent provides training, consultation and technical support for remote customers access, configuration management, on subjects such as operating system architecture and capabilities, system generation alternatives, configuration alternatives, data file management, system utility capabilities, standards and procedures, configuration management, performance management, capacity network control and management.