IT Specialist (Desktop Support)

We believe in social justice and the power of diversity, equity, and inclusion, and are committed to fighting longstanding discrimination, racial injustice, and systemic racism to contribute to a more just and equitable future for our workforce, our customers, and our partners.

Introduction

This position is in the District of Columbia Health Benefit Exchange Authority (DCHBX). The mission of the Health Benefit Exchange Authority is to implement a health care exchange program in the District of Columbia in accordance with the Patient Protection and Affordable Care Act (PPACA) of 2010 and the District of Columbia Health Benefit Exchange Authority Establishment Act of 2011, thereby ensuring access to quality and affordable health care to all District of Columbia residents.

This position functions as an Information Technology (IT) Specialist (Desktop Support), responsible for planning and delivering customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer and staff IT hardware and software needs. Typically, the incumbent performs a wide range of support services for customers and staff who need assistance with hardware and software systems, such as triaging the help desk queue triage and resolving related tickets, fault analysis, complex problem resolution, software/hardware asset management, software distribution, communications support, and user training.

Duties and Responsibilities

Provide computers, peripherals, and network support to staff and triage the helpdesk queue and resolve related tickets within the expected timeframe according to the ticket priority. Manages the storage and distribution of HBX IT hardware and software assets. Manages and maintains desktop and network printers, plotters, scanners, and copiers. Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements.

Develops and maintains an accurate inventory of information technology hardware/software and telecommunications equipment for the agency. Ensures appropriate system hardware maintenance, system file backup, system mass storage utilization, and system hardware/software data security. Diagnoses and resolves complex problems in response to customer-reported incidents. Analyzes computer systems when problems occur to determine the best procedure to follow to restore operational status; and to determine the configuration changes that may be needed to prevent recurrence.

Installs files and software on users’ personal computers, ensures access to all required programs and connectivity to the Local Area Network. Adds to and deletes users from computer systems, and transfers users from one system to another. Works directly with remote and off-site users when log-on/connectivity problems occur, to reach an expedient resolution. Ensures all programming changes are implemented in a timely manner, and all required data files are created and transmitted on schedule.

Specialized Experience - Experience that equipped the applicant with the knowledge, skills, and abilities to perform the duties of the position successfully, and this is typically in or related to the work of the position to be filled. To be creditable, at least one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for the occupation in the organization.

Work is generally performed in an office setting.

Promotion Potential

No known promotion potential.

Other Significant Facts

Tour of Duty: Monday - Friday 8:15 a.m.- 4:45 p.m.

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