IT Specialist; Customer Support

Job Summary

DC Public Library Office of Information Technology supports a larger, multi-site network environment of wired and wireless staff and public workstations connected to cloud‑hosted servers and applications within and outside the District of Columbia. This position is located in the Office of Information Technology and Systems (ITS), District of Columbia Public Library. The incumbent provides customer support to neighborhood services and other library units, resolves trouble tickets generated by staff responsible for the public computing access network and the administrative network, and serves as a liaison with neighborhood library and central library staff to update and maintain software and hardware for public and staff use.

The incumbent also provides backup support for the public access and print management system.

• Set up, maintain, and troubleshoot workstation and server operating systems; install computers, monitors, printers, scanners, and related equipment, ensuring compatibility of hardware and considering the needs of users at all DCPL locations.
• Enter and update service requests in problem‑tracking and resolution databases (e.g., Remedy).
• Diagnose and resolve problems in response to customer‑reported incidents and needs.
• Assist with desktop application enhancement programs.
• Organize and conduct appropriate public access training meetings for library services staff.
• Perform quality control on contracted support staff work.
• Partition and format hard drives, load operating system, and select appropriate configurations; set up server options.
• Install and configure off‑the‑shelf applications and programs, including word processing, spreadsheet, database, and presentation software; instruct customers in person, via email, and by telephone in the use of hardware and software, security procedures.
• Respond to calls about malfunctions, troubleshoot both hardware and software to identify and resolve problems, and make repairs, if necessary; maintain records in IT help desk and asset tracking systems.
• Develop and update IT documentation; instruct customers in the operation of digital telephone service, voice mail, and troubleshoot basic telephone and cabling problems.

The incumbent must possess at minimum an Associate’s degree from an accredited institution and a minimum of three (3) years of experience in the implementation of microcomputer hardware and software and related peripherals, management of operating systems and application programs, and direct involvement with users.

• Knowledge of Microsoft Windows Client and Server operating systems, Active Directory, Group Policy, and TCP/IP.
• Knowledge of Internet working communications principles regarding LAN‑to‑LAN and LAN‑to‑WAN bridging and routing.
• Knowledge of advanced Microsoft Windows desktop support and administration principles.
• Knowledge of the District’s network architecture to ensure homogeneous interconnecting networks within the broader wide area network.
• Ability to speak and write clearly and effectively and to deal with others in a diplomatic but persuasive manner.

Applicants for the position must be bona fide District residents at the time of application and must be able to present no less than eight proofs of residency and maintain such residency for seven consecutive years. Failure to maintain residency will result in forfeiture of employment.

This position is subject to general suitability screening; verification of employment history, reference checks, and degree/license, as applicable, may be required. Employment may be contingent upon receipt of a satisfactory screening.

Selectees are eligible for health and life insurance, annual vacation and sick leave, and the District of Columbia government retirement plan. Contributions to Civil Service Retirement (CSR) will resume upon re‑employment if applicable.

Must possess and maintain a valid motor vehicle license issued by the state of residence. Microsoft (MCP, MCSE, MCSA) and Apple (ACMT, ACDT, or ACPT)…