2/19/2016
DC Gov
Title:
OUC IT Tier 2 Technician
Region:
Government of the District of
Columbia
Req ID:
442829
Req. Class:
CORE : CUSSUPPT : Customer Region:
Support Lead Level 3
Government of the District of
Columbia
Title:
OUC IT Tier 2 Technician
Req. Status:
Open
No. of Openings:
1
No. Filled:
Start Date:
02/29/2016
End Date:
No New Submittals
After:
02/26/2016
Duration:
Priority:
High
Level of Request:
Urgent
Details
Requisition Details
Client Internal Req:
Citizen Status:
0
Authorized US Worker
Maximum Duration for
this Requisition Class:
Incumbent Resource?: No
Requisition Description
Engagement Type:
Short Description:
Contract
Please submit all candidates by 6pm on Friday 9/18/15
Complete Description: Provides customer or technical support by collecting trouble tickets, analyzing issues,
carrying out solutions, escalating issues, and tracking to completion. Flexible working
hours, may require weekends & after normal business hours. Adhering and working
within established policy and procedures. Meeting and exceeding established programs
SLA's.
Behavior
Characteristics:
Interpersonal skills, effective team­player, strong communication and customer service
skills, leadership abilities, soft skills, self­motivated, professional, strong analytical skills
and detail­oriented
Client Information
Work Location:
OUC: 2720 Martin Luther King
Ave SE
Div/Branch:
OUC
Required/Desired Skills
Required /Desired
Skill
Required /Desired
Amount
of Experience
Expertise Rating
2/19/2016
DC Gov
Provide direct endpoint
(PC, Tablet and Laptop)
support
Required
5
Years
2 ­ Proficient
Expertise in supporting
Microsoft based HW/SW (
Windows 7 and Windows
8 desktops, tablets and
notebooks)
Required
5
Years
3 ­ Expert
Experience and working
knowledge of Microsoft
Office 2008/2010E
Required
12
Months
2 ­ Proficient
Configure and
troubleshoot wireless and
wired connectivity
Required
2
Years
2 ­ Proficient
Direct hands on
experience in deploying
and supporting PC’s
utilizing the Windows 7,
and Windows 8 operating
systems.
Desired
2
Years
2 ­ Proficient
Experience and use of
remote control tool sets
(LANDesk and Bomgar)
or equivalent.
Required
2
Years
2 ­ Proficient
Knowledge of Active
Directory and exchange
concepts and
administration
Required
2
Years
2 ­ Proficient
Experience and
knowledge of ghosting
software & support of
specialized apps
Highly desired
3
Years
2 ­ Proficient
Experience with Call
Tracking Systems
(preferably Remedy
ITSM)
Required
2
Years
2 ­ Proficient
Troubleshoot, diagnose,
resolve hardware and
software issues and
document technical
service requests
Required
5
Years
3 ­ Expert
Experience supporting
Vista, Windows 7 and
Windows 8 desktops,
tablets and notebooks in a
networked environment
Required
2
Years
2 ­ Proficient
Solid knowledge of TCP/IP Required
networking & related
network services (i.e.,
DNS, VPN, DHCP, etc.)
3
Years
3 ­ Expert
Work within a PSAP and
technical field in the last 6
months
Required
6
Months
1 ­ Basic
Overall IT experience
Required
8
Years
2 ­ Proficient
Questions
Description
Question 1
Please acknowledge: Unless otherwise specified, contractor staff shall work onsite at the designated
District site during normal business hours. May require weekends & after normal business hours
Question 2
Contractor may be required to carry and use a District provided GPS enabled PDA during the
2/19/2016
DC Gov
performance of duties, as part of the programs remote dispatching support model, but should be
prepared to provide their own PDA. Pls acknowledge.