Information Technology Specialist

4 weeks ago

Washington, United States Architect of the Capitol Full time

Summary

This position is located in the Architect of the Capitol (AOC), Office of the Chief Administrative Officer, Information Technology Division (ITD), Customer Engagement Branch. The incumbent, under the direction of the Customer Engagement Branch Chief, will provide service in the management and operation of technology devices and their respective systems within the AOC community. 

Duties

The incumbent will provide excellent customer relations skills, and excitement for technology, while delivering outstanding and innovative business solutions that support AOC/ITD wireless mobile technology evolution. The incumbent will also assist in advanced installation, tracking, and support for mobile devices, ipads, laptops and their respective management systems.

Administration of Information Technology Systems (50%)

Implements and maintains mobile device management solutions and advises on enterprise policies; installs, upgrades, configures, tests, maintains and supports operating system software in a production environment. 

Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure for all technology devices.

Troubleshoots hardware and software systems. Adapts, configures, and tests computer software, mobile and other technology wireless devices, hardware and/or user systems for effective integration of software systems. Designs, tests, documents, troubleshoots, and supports operating systems, applications and infrastructure services.

Participates in technical research and development to enable continuing innovation within the AOC community.

Evaluates requests for hardware and software; researches and recommends solutions to technology needs, compatible with AOC/ITD technology architecture and infrastructure and resource constraints.

Coordinates and supports large-scale wireless projects such as technology refresh and any program expansion.

The incumbent will manage the agency’s FirstNet wireless account, a nationwide, wireless communications platform dedicated to America’s first responders and public safety community.

Customer Support (30 %)

Diagnoses and resolves difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and inputting data on the problem and resolution into tracking/ticketing systems.

Researches, evaluates, and provides feedback on incident and request trends and patterns in customer support requirements and recommends new tools to enhance delivery of customer requirements.

Identifies priorities and barriers to recommendations and may present recommendations, in writing or orally, to a variety of stakeholders.

Researches and provides response to customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need.

Identifies opportunities to improve customer service by monitoring and analyzing performance to ensure quality output and prevent problems from arising. 

Writing and Communication (10%)

Develops and documents standard operating procedures or work instructions. Develops new or modified policies, goals, and objectives. Summarizes in written form and communicates results and recommendations of program analyses.

Prepare reports for senior leadership regarding status of projects and other work as required by the supervisor/manager.

Monitor and track risk management: raise awareness to risk, issues, concerns and offer possible mitigations. Identify critical dependencies and technical issues.

Ensure all work performed is high quality, free of errors, and completed within the allotted funding, timing, and staffing constraints of the department. As directed, support other recurring program initiatives and team communications.

Contract Oversight 10%

Incumbent serves as liaison between contractors and the government contracting officer to identify and resolve issues. 

Maintains a Contracting Officer Representative file system to record performance in all acquisition phases such as: requirements development; pre-award activities; post-award contract administration; and termination/closure of contracts.

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