IT Specialist ((Jr. Unified Communications Engineer)

General Job Information

Job Summary

This position is located in the Office of the Chief Technology Officer (OCTO), Office of Voice and Data Operations. The mission of OCTO is to direct the strategy, deployment, and management of DC Government technology with an unwavering commitment to IT excellence, efficiency, and value for government, residents, businesses and visitors. Incumbent serves as the Jr. Unified Communication (UC) Engineer assisting the DC- Net Engineering Program Manager in carrying out the District Government's responsibility in supporting the District of Columbia's city-wide Voice and Video communication.

Duties and Responsibilities

Incumbent is responsible for carrying out a variety of duties supporting the Information and Communication Technology needs of assigned district government agencies. Performs field assignments in the areas of planning and assessment, configuration, deployment, operations and technical support for Telephony, Voice over IP, and Video communication systems that support voice and video applications. Incumbent under the guidance of the senior team members conducts review of existing functions and methods of operations and/or implement unified communication system plans to refine, elaborate upon, and obtain further benefit for District's Voice and Video IT support. Dispatches to customer locations for installation, configuration, and troubleshooting of voice and video equipment and applications. Interfaces with customers, contractors, and vendors to resolve system and UC configurations, problems, and other issues.

Accepts UC trouble tickets from Network Operation Center and Customer Support personnel and analyzes and diagnoses problems and recommends corrective measures. Escalates most difficult ticket problems to senior UC engineers, within an appropriate response time in accordance with service level policies. Monitors unassigned UC trouble tickets, work on tickets that can be completed independently. Alert UC management for tickets that need to be prioritized. Attends training sessions offered by vendors as well as internal training sessions provided by UC engineers to learn new features and updates on UC technology as needed. Develops and provides training sessions to customers related to voice and video equipment usage and contact center applications. Works closely with architects, senior UC engineers, and management to develop test plans and implementation strategy for new products and services, meeting the IT demands of district agencies. Participates on an on-call rotational UC operation support program and carries communication device(s) at all times. Monitors the communication device(s) for trouble tickets and/or outages and responds to operational requests either as primary or standby on-call representative.

Continues to develop expertise in their domain and seeks to expand their knowledge into other areas of the UC infrastructure. Resolves recurring problems and documents appropriate procedures. Creates implementation and test plans for changes in production. Implements configuration changes in accordance to change management process and procedures. Submits change requests to Change Advisory Board (CAB) and attends meetings to defend the request in front of the advisory board. Effectively communicates and manages expectations of the affected customer during the planning and rollout of changes. Provides technical guidance and mentorship to team members as appropriate.

Documents new procedures in a clear and concise manner. May participate in the development of new or modified procedures. Performs administrative duties associated with the ongoing operation and support of City-wide Unified Communications and Video Collaboration services such as billing, customer assistance, and inventory. Operates and maintains tools and equipment for the trade. Cleans work area upon completion of project. Implements configuration changes in accordance with change management process and procedures. Submits change requests to Change Advisory Board (CAB) and attends meetings to defend the request in front of the advisory board. Effectively communicates and manages expectations of the affected customer during the planning and rollout of changes. Performs other related duties assigned.

Qualifications and Education

Applicants must have at least one (1) year of specialized experience equivalent to at least the CS-11 grade level in the District of Columbia government service, or its non-District equivalent. Specialized experience is experience that has equipped the applicant with the particular competencies' skills, knowledge, and abilities to successfully perform the duties of the position and is typically in or related to work of the position to be filled.

OR

An equivalent combination of education and experience.

Licensures and Certifications

None.

Working Conditions/Environment

The work is sedentary; however, some lifting up to 50 lbs. may be necessary. The work is performed in an office like setting and will require local travel to install/troubleshoot equipment within government facilities.

Other Significant Facts

Tour of Duty: M-F; 8:15AM-4:45PM (Varies)

Pay Plan, Series and Grade: CS-2210-12

Promotion Potential: No known promotion potential

Collective Bargaining Unit: This position is not in a collective bargaining unit.

Position Designation: The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability - Security Sensitive.

Residency Requirement: If the position you are applying for is in the Career, Management Supervisory, or Educational Service at an annual salary of one hundred fifty thousand dollars ($150,000) or more, you must establish residency in the District of Columbia within one hundred eighty (180) days of the effective date of the appointment and continue to maintain residency within the District of Columbia throughout the duration of the appointment.

Residency Preference: When claiming residency preference, you are required, and must agree in writing, to maintain bona fide District residency for a period of seven (7) consecutive years from the effective date of employment. You will be required to present documents (proofs) to show District residency and failure to maintain bona-fide District residency for the seven-year (7-year) period will 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, family responsibilities, matriculation, physical handicap, or political affiliation.

The District of Columbia Government maintains a drug free work environment policy. All District employees are subject to post-accident/incident and reasonable suspicion drug and alcohol testing.

Please note that applications received for this vacancy announcement may be considered for other vacant positions within OCTO pursuant to qualifications.

For more information regarding the District of Columbia, OCTO and additional benefits of employment, please see the links below:

www.dc.gov

https://octo.dc.gov/

https://dchr.dc.gov/page/employee-benefits

https://washington.org