Agile Scrum Master

 

SUBMIT YOUR RESUME HERE NOW

Rate/Salary: Negotiable

Percent of Travel Required: 0%

Exempt Status: ☒Exempt   ☐Non-exempt

Position Status: ☒FT   ☐PT   ☐Temp

Location: Washington, DC

Term: 1yr (w/performance based extension up to 4yrs)

 Position Summary:  Responsible for leading the product development team, along with development and delivery of an Agile Development Methodology document using a hybrid waterfall and Agile Scrum methodology. This document will define the approach, methods, practices, processes and procedures that shall be utilized for the duration of the project. The document at a minimum shall:

  • describe the scrum process in detail, and how it may be tailored for this implementation. Besides describing all roles and responsibilities, this shall include the use of a product roadmap, release plan, release schedule, product backlog, sprint backlog, task board and burn charts.
  • additionally, describe where each will be staged, hosted and/or maintained, and how the related critical information will be shared with District stakeholders outside of the product team. The roadmaps and plans shall be depicted as “project schedule” documents and will be maintained in Microsoft Project or any vendor-preferred web-based tool (e.g., Asana or JIRA) to which all District stakeholders will have the necessary access for viewing and sharing.
  • describe in detail what information will be captured and shared in user stories.
  • describe the escalation process and how it relates to the change management process
  • describe in detail the sprint planning or “Sprint 0” process to include purpose, team organization, District stakeholder responsibilities, scheduling, and dependencies with other development activities.
  • describe the purpose and structure of ongoing sprints to include planning, meetings, demos, backlog maintenance, acceptance criteria development, reviews, retrospectives, and standard reports such as burn-down, burn-up and velocity.
  • describe in detail how system, integration and user-acceptance testing is planned, executed and monitored in your development methodology.

 Project Overview: The Government of the District of Columbia is seeking to design, develop and deploy a new clinical case management system (CCMS) as well as deploy, host, and maintain the technical environment upon which that system will be developed. This project also includes development of automated interfaces between the CCMS and several other information systems, including the District’s Medicaid Management Information System Solution (MMIS).  The new CCMS will replace 3 systems, for 3 different agencies; Department of Health Care Finance (DHCF), DC Department of Disability (DDS) Services, and DC Office on Aging (DCOA):

  • CaseNET, a software application DHCF implemented in 2009 for the EPD waiver program. CaseNET is built upon an open-system architecture and designed with an open database and common interface module. The application is independent of the District’s MMIS, but interfaces with MMIS for data related to providers, recipients and claims.
  • MCIS, an in-house internet application used by DDS, built upon Microsoft COM component architecture, and designed with SQL Server database and flexible interface modules. MCIS is an independent system.
  • CSTARS, used by DCOA to track program statistics for the U.S. Administration on Aging (AOA). CSTARS is an in-house internet application that runs on Windows Server 2003 .NET framework with an electronic client-management database and reporting capability.

Successful replacement of DHCF’s CaseNET application, and implementation of a new system for DDS and DCOA, can only be accomplished with an understanding of the District’s current MMIS which includes a number of subsystems. The MMIS utilizes three-tier application deployment architecture: (1) client work stations, (2) Sybase Enterprise Application Server and IBM WebSphere, and (3) a Mainframe back-end. The mainframe back-end runs IBM CICS and IBM DB2 relational database management system.

Mandatory Qualifications/Experience:

  • Experience with release planning, sprint planning/management, creating user stories, product backlogs, etc.
  • 5 or more years of experience as a consultant, business analyst, functional analyst, or program analyst for state Medicaid, human services or waiver services clients
  • At least one prior full lifecycle engagement as scrum master for a product
  • Understand basic fundamentals of iterative development
  • Understand other processes and methodologies and can speak intelligently about them and leverage other techniques to provide value to a team/enterprise
  • Understand basic fundamentals of software development processes and procedures
  • Understand the value of commitments to delivery made by a development team
  • Understand incremental delivery and the value of metrics
  • Understand backlog tracking, burn down metrics, velocity, and task definition
  • Familiarity with common Agile practices, service-oriented environments, and better development practices
  • Ability to articulate complex business concepts, technical capabilities, and their interrelationships in terms understandable to technical and non-technical management and staff

 Disclaimer:
The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

SUBMIT YOUR RESUME HERE NOW

Technical Training Lead (w/Microsoft Dynamics CRM experience)

SUBMIT YOUR RESUME HERE NOW

Rate/Salary: Negotiable

Percent of Travel Required: 0%

Exempt Status: ☒Exempt   ☐Non-exempt

Position Status: ☒FT   ☐PT   ☐Temp

Location: Washington, DC

Term: 1yr (w/performance based extension up to 4yrs)

Position Summary:  Responsible for leading overall training effort in support of a new clinical case management system (CCMS) for The Government of the District of Columbia.  CCMS will be developed with customization utilizing the Microsoft Dynamics CRM platform.  This position also includes development and delivery of a Knowledge Transfer & Training plan, and training content / materials that describe how all users/workers and system maintenance staff shall be trained to operate the CCMS. Also included but not limited to:

  • Identification of all stakeholders to be trained in the operation of the new CCMS to, at a minimum, include the District case workers (the District estimates that approximately two-hundred (200) District case workers users shall require training) and vendor case workers (approximately fifty (50) shall require training);
  • Description of the types of training to be provided for each role of all stakeholders and how the training shall be provided;
  • The training schedule, topics, and materials to be used for all training;
  • All user-training content and material (e.g., instructor/student guides, web-based media, or other media/method of delivery) produced and specifically edited for the District and associated with the CCMS training plan shall be packaged and provided to the District once training has been completed;
  • Training that shall be conducted on-site;
  • Training that may be needed for District staff for any user acceptance software tools to be used during testing, validation, or operational readiness review;
  • A plan for training new hires post-deployment
  • Transition documentation containing important functional information for all users of any role

 Project Overview: The Government of the District of Columbia is seeking to design, develop and deploy a new clinical case management system (CCMS) as well as deploy, host, and maintain the technical environment upon which that system will be developed. This project also includes development of automated interfaces between the CCMS and several other information systems, including the District’s Medicaid Management Information System Solution (MMIS).  The new CCMS will replace 3 systems, for 3 different agencies; Department of Health Care Finance (DHCF), DC Department of Disability (DDS) Services, and DC Office on Aging (DCOA):

  • CaseNET, a software application DHCF implemented in 2009 for the EPD waiver program. CaseNET is built upon an open-system architecture and designed with an open database and common interface module. The application is independent of the District’s MMIS, but interfaces with MMIS for data related to providers, recipients and claims.
  • MCIS, an in-house internet application used by DDS, built upon Microsoft COM component architecture, and designed with SQL Server database and flexible interface modules. MCIS is an independent system.
  • CSTARS, used by DCOA to track program statistics for the U.S. Administration on Aging (AOA). CSTARS is an in-house internet application that runs on Windows Server 2003 .NET framework with an electronic client-management database and reporting capability.

Successful replacement of DHCF’s CaseNET application, and implementation of a new system for DDS and DCOA, can only be accomplished with an understanding of the District’s current MMIS which includes a number of subsystems. The MMIS utilizes three-tier application deployment architecture: (1) client work stations, (2) Sybase Enterprise Application Server and IBM WebSphere, and (3) a Mainframe back-end. The mainframe back-end runs IBM CICS and IBM DB2 relational database management system.

Mandatory Qualifications/Experience:

  • Prefer candidate with Microsoft Dynamics CRM experience and willingness to learn from others; includes implementation and training.
  • Must be able to train personnel on the usage and administration of Microsoft Dynamics CRM (functional user training and technical training)
  • 5 or more years of experience designing, developing and delivering user training for multiple entity, customer-facing IT systems
  • Must have excellent communication, documentation, and stakeholder management skills.
  • High-energy and the ability to fully engage participants in training sessions
  • Experience engaging stakeholders and providing change management support throughout implementation
  • Able to create help files, job aids and release overviews to support product owners, key stakeholders, users learning Microsoft Dynamics CRM and ultimately the CCMS.
  • Ability to articulate complex business concepts, technical capabilities, and their interrelationships in terms understandable to technical and non-technical management and staff

 Disclaimer:
The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

SUBMIT YOUR RESUME HERE NOW

Information Systems Security Architect (CISSP preferred)

SUBMIT YOUR RESUME HERE NOW

Rate/Salary: Negotiable

Percent of Travel Required: 0%

Exempt Status: ☒Exempt   ☐Non-exempt

Position Status: ☒FT   ☐PT   ☐Temp

Location: Washington, DC

Term: 1yr (w/performance based extension up to 4yrs)

Position Summary:  Responsible for leading and facilitating the development and delivery of:

  • A Security Risk Assessment response based on the applicable security controls. Guidance to conducting and documenting the Security Risk Assessment should be obtained in NIST SP 800-30. The District or an independent entity will perform a Security Control Assessment of the CCMS during development. Candidate shall aid the assessment entity and/or prepare for the assessment period per District requests. The District shall provide a copy of the approved Security Control Assessment results.
  • A System Security Plan (SSP) using the guidance from NIST Risk Management Framework (RMF) (NIST SP 800-18) prior to implementation to establish an information security program in accordance with the Federal Information Security Management Act (FISMA) and demonstrate compliance prior to transitioning the CCMS to operations.
  • A security Plan of Action and Milestones (POA&M). The Security POA&M should be a living document that is based on the findings and recommendations of the security assessment report. The Security POA&M should describe the deficiencies in the security controls and address the residual risk

 Project Overview: The Government of the District of Columbia is seeking to design, develop and deploy a new clinical case management system (CCMS) as well as deploy, host, and maintain the technical environment upon which that system will be developed. This project also includes development of automated interfaces between the CCMS and several other information systems, including the District’s Medicaid Management Information System Solution (MMIS).  The new CCMS will replace 3 systems, for 3 different agencies; Department of Health Care Finance (DHCF), DC Department of Disability (DDS) Services, and DC Office on Aging (DCOA):

  • CaseNET, a software application DHCF implemented in 2009 for the EPD waiver program. CaseNET is built upon an open-system architecture and designed with an open database and common interface module. The application is independent of the District’s MMIS, but interfaces with MMIS for data related to providers, recipients and claims.
  • MCIS, an in-house internet application used by DDS, built upon Microsoft COM component architecture, and designed with SQL Server database and flexible interface modules. MCIS is an independent system.
  • CSTARS, used by DCOA to track program statistics for the U.S. Administration on Aging (AOA). CSTARS is an in-house internet application that runs on Windows Server 2003 .NET framework with an electronic client-management database and reporting capability.

Successful replacement of DHCF’s CaseNET application, and implementation of a new system for DDS and DCOA, can only be accomplished with an understanding of the District’s current MMIS which includes a number of subsystems. The MMIS utilizes three-tier application deployment architecture: (1) client work stations, (2) Sybase Enterprise Application Server and IBM WebSphere, and (3) a Mainframe back-end. The mainframe back-end runs IBM CICS and IBM DB2 relational database management system.

Responsibilities Include:

  1. Cross-referencing the user story acceptance and sprint QA results as they relate to system security;
  2. Completion of the aforementioned three (3) deliverables (see “Position Summary” above), detailing how the CCMS is to be compliant with all the federal and state laws regarding the security and privacy of medical data and records, and of all protected health information, including:
  3. Ensuring compliance with CMS requirements and guidelines regarding offshore activities such as identify and report:
    • Any functions performed offshore that involve PHI;
    • All type(s) of PHI provided offshore, if applicable;
  4. The requirements in section 1902(a)(7) of the Social Security Act (the Act), as further interpreted in federal regulations at 42 CFR 431.300 to 307;
  5. The security and privacy standards contained in Pub. L. 104–191, the Health Insurance Portability and Accountability Act of 1996 (HIPAA), and adopted in 45 CFR Part 164, Subparts C and E, as follows: The security standards require that measures be taken to secure protected heath information that is transmitted or stored in electronic format. The privacy standards apply to protected health information that may be in electronic, oral, and paper form;
  6. The Code of Federal Regulations (at 45 CFR 95.621) which provides that state agencies are responsible for the security of all automated data processing systems involved in the administration of HHS programs, and which includes the establishment of a security plan that outlines how software and data security shall be maintained. This section further requires that State agencies conduct a review and evaluation of physical and data security operating procedures and personnel practices on a biennial basis;
  7. Whether offshore activities involving PHI are necessary, and whether alternatives to those offshore activities were considered; and
  8. The contracting arrangement’s safeguards to protect PHI, and provisions for audits and offshore compliance with those safeguards.
  9. Specify the audit standards and/or contractual measures in place to ensure:
    • Policies and procedures exist to assure PHI and other personal information remain secure;
    • Unnecessary offshore access to PHI is prohibited; and
    • Annually conducted audits.
  • Aforementioned three (3) deliverables should also include:
    1. Description of the process and procedures to report security breach incidents (regardless of severity or loss of actual data) to the District within four (4) hours of discovery or awareness of a breach;
    2. Description of measures to secure data and software;
    3. Description of if/how data is encrypted in-transit and in-storage;
    4. Description of physical and equipment security measures;
    5. Description of personnel security;
    6. Description of software used for security;
    7. Description of the user roles and the access capabilities of each role;
    8. Description of how users are assigned certain roles;
    9. Identification of the staff responsible for controlling the system security;
    10. Description of contingency security procedures during a disaster recovery event;
    11. Description of plan to work with the District to conduct annual security review;
    12. Password security control; and
    13. Audit trails for all data access.
  • Mandatory Qualifications/Experience:
    • At least 5-10 years of relevant IT experience, including exposure to business planning, systems analysis and application development. With 3-5 of those years devoted specifically to cyber security.
    • Certified Information Systems Security Professional (CISSP) certification not required, but preferred.
    • Risk assessment procedures, policy formation, role-based authorization methodologies, authentication technologies and security attack pathologies
    • Perimeter security controls – firewall, IDS/IPS, network access control and network segmentation
    • Router, switch and VLAN security; wireless security
    • Security concepts related to DNS, routing, authentication, VPN, proxy services and DDOS mitigation technologies
    • Practices and methods of IT strategy, enterprise architecture and security architecture
    • Network security architecture development and definition
    • Knowledge of third party auditing and cloud risk assessment methodologies

Disclaimer:
The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

SUBMIT YOUR RESUME HERE NOW

Data Migration Lead

SUBMIT YOUR RESUME HERE NOW

Rate/Salary: Negotiable

Percent of Travel Required: 0%

Exempt Status: ☒Exempt   ☐Non-exempt

Position Status: ☒FT   ☐PT   ☐Temp

Location: Washington, DC

Term: 1yr (w/performance based extension up to 4yrs)

Position Summary:  Responsible for leading a data migration effort and the development / delivery of a Data Migration plan and Interface Control document (ICD).  The effort at a minimum will require approach, analysis, design, test, deployment, and shall:

  • address scope, risk, assumptions, roles, deliverables and include a detailed schedule and strategy narrative
  • address, at a minimum, data structures, retention requirements, control and security, data standards and policies, and a report on legacy data analysis
  • addresses, at a minimum, data element mapping, data mapping tools, data migration tools
  • address the configuration of the test environment, scripting or automation, monitoring, logging, reporting, and defect management
  • address, at a minimum, freezing data and data structures, quality reports, fixing data quality issues, and reconciliation
  • contain detailed acceptance test criteria.

 Project Overview: The Government of the District of Columbia is seeking to design, develop and deploy a new clinical case management system (CCMS) as well as deploy, host, and maintain the technical environment upon which that system will be developed. This project also includes development of automated interfaces between the CCMS and several other information systems, including the District’s Medicaid Management Information System Solution (MMIS).  The new CCMS will replace 3 systems, for 3 different agencies; Department of Health Care Finance (DHCF), DC Department of Disability (DDS) Services, and DC Office on Aging (DCOA):

  • CaseNET, a software application DHCF implemented in 2009 for the EPD waiver program. CaseNET is built upon an open-system architecture and designed with an open database and common interface module. The application is independent of the District’s MMIS, but interfaces with MMIS for data related to providers, recipients and claims.
  • MCIS, an in-house internet application used by DDS, built upon Microsoft COM component architecture, and designed with SQL Server database and flexible interface modules. MCIS is an independent system.
  • CSTARS, used by DCOA to track program statistics for the U.S. Administration on Aging (AOA). CSTARS is an in-house internet application that runs on Windows Server 2003 .NET framework with an electronic client-management database and reporting capability.

Successful replacement of DHCF’s CaseNET application, and implementation of a new system for DDS and DCOA, can only be accomplished with an understanding of the District’s current MMIS which includes a number of subsystems. The MMIS utilizes three-tier application deployment architecture: (1) client work stations, (2) Sybase Enterprise Application Server and IBM WebSphere, and (3) a Mainframe back-end. The mainframe back-end runs IBM CICS and IBM DB2 relational database management system.

  • Mandatory Qualifications/Experience:
    • An understanding of Microsoft Dynamics CRM.
    • 5 or more years of experience as a data architect, data integration, or data migration consultant
    • 2 or more full lifecycle implementations as a data architect, data integration, or data migration lead / manager .
    • Relevant experience in large and complex systems.
    • Relevant experience with databases, data dictionaries, data mapping, etc.
    • Relevant experience with data schemas, data models (conceptual, logical, etc.), ER diagrams, etc.
    • Relevant experience with Extract, Transform, Load (ETL) best practices.
    • Relevant experience with entity matching, similarity analysis, data deduplication, etc.
    • Knowledge of integration, migration, and transition methodologies
    • Ability to articulate complex business concepts, technical capabilities, and their interrelationships in terms understandable to technical and non-technical management and staff

 Disclaimer:
The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

SUBMIT YOUR RESUME HERE NOW

Systems Engineer

SUBMIT YOUR RESUME HERE NOW

Location: Washington, DC

Rate: Negotiable

Term: 1 year (with option for extension based on performance)

The Government of the District of Columbia, Office of Contracting and Procurement (OCP) on behalf of the Office of the Chief Tecnology Officer (OCTO) seeks to acquire Personnel Resources to perform help desk, administrative and field support duties to meet IT staffing needs:

  1. Log and route service requests and incidents in an incident management system
  2. Create and maintain knowledge articles in the agency’s knowledge management system on a daily basis
  3. Provide high level of customer service to end users on a daily basis
  4. Provide technical expertise related to Microsoft Products, such as Microsoft Office,
  5. Windows operating systems, as well as other related Microsoft applications
  6. Consult with IT leads and agency IT staff on best solutions for complex technical issues related to endpoint management, server management, software deployment, OS provisioning, patch management and security
  7. Troubleshoot issues related to agency specific applications and web applications
  8. Manage testing, implementation and integration of systems managed by OCTO programs, as well as District agencies
  9. Conduct diagnostics and evaluations of new and existing systems to ensure they are fully operational and running efficiently
  10. Create and manage escalation procedures for all tiers of technical support, as well as end users and IT colleagues
  11. Provide server administration for program owned servers and databases; including monitoring, patching and troubleshooting all issues related to the system
  12. Provide detailed reports on managed systems for IT leads, CIO’s and end users
  13. Collaborate with the IT leadership team to select and implement cost effective technology for District
  14. Work with IT infrastructure team to develop and implement IT strategic and operational plans
  15. Plan and coordinate large-scale application and hardware deployments

At minimum, the following skill(s) and experience:

Skill/Experience Required Minimum Years of Experience
Experience in a government IT environment Desired 5 Years
Expertise in supporting desktop operating systems (Windows 7,8.X, 10 Mac OSX 10.10.X) Required 5 Years
Expertise in supporting server operating systems (Windows Server 2008, 2012) Required 5 Years
Expertise with administration of SQL databases (SQL Express, SQL server 2012) Required 3 Years
Experience with systems integration, testing, development and implementation in a fast paced, dynamic environment Required 5 Years
Expertise in creating PowerShell scripts Required 3 Years
Expertise in creating OS images for both Windows and Mac devices Required 5 Years
Expertise in creating custom software deployment packages for both remote and desk side installs Required 5 Years
Experience with networking protocols, routing tables, firewalls and Ports Required 3 Years
Excellent written and verbal communication skills Required 5 Years
Proven success in coordinating and leading activities Required 5 Years
Expertise in troubleshooting complex hardware related issues Required 5 Years
Expertise in troubleshooting complex software related issues Required 5 Years
Can demonstrate experience making non-technical users comfortable with complex technology concepts Required 5 Years
Able to analyze and resolve complex technical problems over a wide variety of systems Required 5 Years
Proficient time management skills and detail-oriented organizational skills Required 5 Years
Have a solid understanding of and ability to utilize performance metrics metrics Required 5 Years
Experience tracking service request/incidents in a Customer Required 5 Years
Relationship Management tool Required 5 Years
Microsoft Certifications: MCP Windows 7, Windows 10, Required
Windows Server 2008-2012, Apple Certifications, CCNA, Cisco, Desired

SUBMIT YOUR RESUME HERE NOW

IT Support Technician-Level II

SUBMIT YOUR RESUME HERE NOW

Location: Washington, DC

Rate: Negotiable

Term: 1 year (with option for extension based on performance)

The Government of the District of Columbia, Office of Contracting and Procurement (OCP) on behalf of the Office of the Chief Technology Officer (OCTO) seeks to acquire Personnel Resources to perform help desk, administrative and field support duties to meet IT staffing needs:

  1. Provide desktop support for technical issues in a, Call Center environment as well as off-site locations throughout the District of Columbia
  2. In conjunction with other internal IT support staff, provide first level technical support and troubleshooting desktop related issues, network related incidents (both LAN and WAN), complex issues related to compromised operating systems and infected hosts
  3. Resolve technical issues and closing out assigned Service/Incidents requests within the agency’s Service Level Agreements
  4. Adhere to all Enterprise wide security policies related to security and integrity of District owned Resources
  5. Provide assistance with installation, operation and maintenance of District owned desktop software, including operating systems (both Windows and Apple) , off-the- shelf products (e.g. Microsoft Office, Project, Visio, Outlook) and endpoint management tools
  6. Log and route service requests and incidents in an incident management system
  7. Creating and maintaining knowledge articles in the agency’s knowledge management system on a day-to-day basis
  8. Provide high level of customer service to end users on a daily basis
  9. Provide technical expertise related to Microsoft Products, such as Microsoft Office,
  10. Windows operating systems, as well as other related Microsoft applications
  11. Troubleshoot issues related to agency specific applications and web applications
  12. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets
  13. Collaborate with the IT leadership team to test and implement cost effective technology for District
  14. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests
  15. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents

At minimum, the following skill(s) and experience:

Skill/Experience Required Minimum Years of Experience
Experience in a government IT environment Desired 2 Years
Expertise in supporting desktop operating systems (Windows 7,8.X, 10 Mac OSX 10.10.X) Required 2 Years
Expertise in troubleshooting hardware related issues Required 2 Years
Expertise in troubleshooting complex software related issues Required 2 Years
Strong customer service experience Required 2 Years
Troubleshoot network related issues for both WAN and LAN environments Required 2 Years
Experience tracking service request/incidents in a Customer Relationship Management tool Required 2 Years
Can demonstrate experience making non-technical comfortable with complex technology concepts Required 2 Years
Proficient time management skills and detail-oriented organizational skills Required 2 Years
Provide customer-oriented results and build an efficient end-user support environment Required 2 Years
Have a solid understanding of and ability to utilize performance metrics Required 2 Years
Comfortable with rapid changes in direction and environment Required 2 Years
Able to analyze and resolve complex technical problems over a wide variety of systems Required 2 Years
Experience with basic Active Directory functions such as: Account Creations, Password Resets and OU Management Required 2 Years
Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) Required 2 Years
Proven success in coordinating and leading activities Required 2 Years
Excellent written and verbal communication skills Required 2 Years
Microsoft Certifications: MCP Windows 7, Windows 10 Desired

SUBMIT YOUR RESUME HERE NOW

IT Support Technician-Level I

SUBMIT YOUR RESUME HERE NOW

Location: Washington, DC

Rate: Negotiable

Term: 1 year (with option for extension based on performance)

The Government of the District of Columbia, Office of Contracting and Procurement (OCP) on behalf of the Office of the Chief Technology Officer (OCTO) seeks to acquire Personnel Resources to perform help desk, administrative and field support duties to meet IT staffing needs:

  1. Answer calls in a dynamic IT operations environment; supporting multiple agencies
  2. Provide desktop support for technical issues in a, Call Center environment as well as off-site locations throughout the District of Columbia
  3. Log and route service requests and incidents in an incident management system
  4. Create and maintain knowledge articles in the agency’s knowledge management system on a daily basis
  5. Provide high level of customer service to end users on a daily basis
  6. Provide technical expertise related to Microsoft Products, such as Microsoft Office,
  7. Windows operating systems, as well as other related Microsoft applications
  8. Troubleshoot issues related to agency specific applications and web applications
  9. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets
  10. Collaborate with the IT leadership team to select and implement cost effective technology for District
  11. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests
  12. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents
  13. Adhere to all Enterprise wide security policies related to security and integrity of District owned Resources

At minimum, the following skill(s) and experience:

Skill/Experience Required Minimum Years of Experience
Experience in a government IT environment Desired 1 Year
Expertise in supporting desktop operating systems (Windows 7,8.X, 10 Mac OSX 10.10.X) Required 1 Year
Computer and software troubleshooting skills Required 1 Year
Strong customer service experience Required 1 Year
Experience providing technical support in a “call center” environment and receiving calls using a Required 1 Year
Experience tracking service request/incidents in a Customer Relationship Management tool Required 1 Year
Proficient time management skills and detail-oriented organizational skills Desired 1 Year
Provide customer-oriented results and build an efficient end-user support environment Required 1 Year
Have a solid understanding of and ability to utilize performance metrics Required 1 Year
Comfortable with rapid changes in direction and environment Required 1 Year
Able to analyze and resolve complex technical problems over a wide variety of systems Required 1 Year
Experience with basic Active Directory functions such as: Account Creations, Password Resets and OU Management Required 1 Year
Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) Required 1 Year
Excellent written and verbal communication skills Required 1 Year
Microsoft Certifications: MCP Windows 7, Windows 10 Desired

SUBMIT YOUR RESUME HERE NOW