DC Department of Human Resources · 6 days ago
IT Specialist (Customer Support)
Washington, DC
Full-time
Onsite
Mid Level
$75K/yr - $85K/yr
3+ years expDC Department of Human Resources is responsible for overseeing the IT needs of the DC Public Library. The IT Specialist will provide customer support, troubleshoot hardware and software issues, and maintain the library's IT systems.
AdviceB2BEducationEmploymentHuman ResourcesManagement Consulting
Responsibilities
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
Qualification
Required
Associate's degree from an accredited institution
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
Direct involvement with users
Knowledge of Microsoft Windows Client and Server operating systems
Knowledge of Active Directory
Knowledge of Group Policy
Knowledge of 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
Ability to deal with others in a diplomatic but persuasive manner
Must possess and maintain a valid motor vehicle license issued by state of residence
Preferred
Microsoft (i.e. MCP, MCSE, MCSA) and Apple (i.e. ACMT, ACDT or ACPT) Certifications
Benefits
Health and life insurance
Annual (vacation) and sick leave
Covered under the District of Columbia government's retirement plan
Company
DC Department of Human Resources
At the District of Columbia’s Department of Human Resources, we believe that people are the heart of public service.
10001+ employees
H1B Sponsorship
DC Department of Human Resources has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (9)
2023 (2)
2022 (1)
2021 (2)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Absala Mengestab
Chief Information Officer
Kristina Savoy
Chief Learning Officer
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