Lead IT Specialist

This position is located in the Office of Unified Communications (OUC), Office of the Chief Information Officer (OCIO). The mission of the Office of Unified Communications (OUC) is to provide accurate, professional, and expedited service to the citizens 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 is responsible for ensuring the delivery of IT support and resolving or escalating complex technical issues. The incumbent provides oversight of night support functions, managing projects, and fostering continuous improvement within the team under the direction of the IT Services Manager and the Chief Information Officer (CIO).

Duties and Responsibilities

The Lead Information Technology Specialist ensures efficient and effective resolution of technical issues. Mentors and trains team members to enhance skills and knowledge in information technology. Monitors team performance and sends routine reports to the manager for feedback. technology. Monitors team performance and sends routine reports to manager for feedback. Collaborates closely with the IT Services Manager to define strategies for maintaining all agency workstations and providing technical support and escalations for all components of the OUC 911 IT services, including applications, mobile data computers (MDC), network, 911/311 Call Center workstations, and IT ticket management.

The incumbent manages operations and scheduling to ensure prompt response to support tickets and incidents. Troubleshoots and resolves complex technical issues, providing second and third-level support as needed. Creates and updates technical documentation, including troubleshooting guides and user manuals. Coordinates with stakeholders, including IT support staff, on-call systems administrators, Office of the Chief Technology Officer (OCTO), OUC IT managers, OUC Operations managers to resolve any network and systems outages and other related issues. Oversees maintenance, monitoring, and reporting of IT infrastructure, including servers, networks, and workstations to ensure workstations are secure, up-to-date, and operating efficiently. Implements and enforces IT policies and procedures to maintain system integrity and security.

Qualification and Experience

Specialized Experience:
Experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level.

Individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.

• Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
• Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
• Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
• Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Graduation from an accredited four-year college or university with a bachelor's degree in IT/Information Systems or a related field plus a minimum of five (5) years of a lead role preferred.

Working Conditions/Environment

The work is normally performed in an office setting but may require occasional travel to

other locations for IT support or project purposes.

Other Significant Facts

Tour of Duty: Monday – Friday 10:00 pm - 6:30 am. This position is designated as Emergency and the incumbent may be required to either report to work, stay at work or telecommute when the government is closed, when employees are dismissed early, when there is a declared emergency or during a period of non-emergency as the duties performed by this position are critical to continuity of government operations.

Duration of Appointment: Permanent

Pay Plan, Series and Grade: CS-2210-13

Promotion Potential: No known promotion potential

Collective Bargaining Unit: NAGE Local R3-07 FAF

Position Designation: This position has been designated as security sensitive therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.

Residency Preference: Applicants claiming "Residency Preference” will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.

EEO Statement: 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.