This position is located in the IT Customer Solutions Directorate, House Information Resources (HIR), Office of the Chief Administrative Officer (CAO), U.S. House of Representatives (House). The IT Customer Solutions Directorate provides information technology customer support services to the House community. This position serves as the Junior Technology Partner
Qualifications: Bachelor’s degree in Information Technology or relevant work experience with microcomputer hardware and software, including networking and communications interfaces and relationships. Minimum 3-5 years of relevant experience Minimum of 3 years experience with: Knowledge of the design and maintenance of operating systems software. Ability to install and use application software. Advance knowledge of Apple product functionality and system use cases Knowledge of local area network and wide area network (LAN/WAN) connectivity. Knowledge of complex operating systems on workstations and servers, local networks, wiring schemes and wide area networks LAN/WAN connectivity, and data communications protocols. Knowledge of standard PC hardware components, including random access memory (RAM), disk drives, internal processors, video RAM, and network cards. Knowledge of House supported software, including messaging clients, web browsers and Internet, anti-virus software, office productivity applications, House accounting applications, and legislative information systems. Knowledge of and ability to use various word processing, electronic mail, spreadsheet, communication, and operating systems software. Troubleshooting and analytical skills; ability to anticipate and resolve complex computer-and service problems. Ability to grasp fundamentals of new applications quickly and to instruct others in their use. Ability to work on ad hoc projects in a team environment and on task forces. Ability to communicate effectively, both orally and in writing, with senior staff, information systems professionals, and the user community. Employees within this position are expected to demonstrate the following HIR Technical Competencies: Analytics; Application Administration and Integration; Consultation and Outreach; Emergency Response Planning and Risk Management; Hardware Installation and Management; Information Assurance; Information Systems/Network Security; Information Technology Support; Knowledge of Emerging Trends and Industry Best Practices; Network Management; Project Management; Quality Assurance and Testing; and Telecommunications. All employees within CAO are expected to demonstrate the following general competencies: Accountability, Adaptability, Collaboration, Communication, Customer Orientation, Knowledge of Relevant Policies, Procedures, and Processes, Priority Management, and Problem Resolution. Continued employment is contingent upon satisfactorily completing a criminal history records check (or other applicable security clearance) and a pre-employment drug-test (pre-identified position only).
Job Summary: The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff. The CAO organization comprises more than 650 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, child care, food and vending, procurement, logistics and administrative counsel. This position is located in the IT Customer Solutions Directorate, House Information Resources (HIR), Office of the Chief Administrative Officer (CAO), U.S. House of Representatives (House). The IT Customer Solutions Directorate provides information technology customer support services to the House community. This position serves as the Junior Technology Partner. Key responsibilities include: Acting as an advisor to Members, Committees, and House support offices on information technology issues; and providing technical guidance on software and hardware, network operating systems, PC application software packages, internet services, and multi-media and messaging software used in the House. Incumbent is responsible for supporting day to day operations within Tech SOS, the IT Customer Solutions service center and acts as an operational subject matter expert (SME) for that location. The incumbent is expected to provide “hands on” front line troubleshooting support. The incumbent will monitor multiple customer tracking systems and provide weekly reports, trend analysis and other documentation, if necessary. The incumbent exhibits a higher degree of administrative and technical knowledge in addition to having a deep understanding of CAO operations and HIR policies/procedures. At the HS-6/7 level, the incumbent is subject to a greater degree of supervision and generally has a narrower scope of responsibility. Grade level at the time of appointment is determined by experience and designated level of responsibility. This position may require the ability to work shift hours to provide 24 hours a day, 7 days a week technical support for the House's information technology infrastructure. This position has access to Personally Identifiable Information (PII). This position does not have day to day supervisory/managerial responsibilities. Primary Duties/Responsibilities: Provides technical assistance ranging from system information and/or documentation to system configuration and problem resolution. Responds to virtual and in-person requests. Interacts with other HIR groups as appropriate to efficiently respond to user requests and/or problems. Partners with House approved vendors to identify and resolve problems. Act as the primary tech partner stationed in Tech SOS that maintains a balance between providing technical support and always exemplifying excellent customer service. Works closely with other HIR groups to support current technology and to document existing applications, integrate software upgrades as well as introduce new technology solutions with emphasis on client (front-end) products. Knowledgeable regarding CAO operations and HIR policies/procedures. Inform management of potential escalating situations in real time and has the diligence to provide documentation (if required) regarding detected issues. Maintains and continues to gain extensive knowledge and experience with House supported hardware, software, mobility platforms, computer systems security issues and how system security is implemented in the House environment. Monitor and maintenance consultative service tickets submitted by customers who request service via the Tech SOS service center. Maintain storefront equipment inventory received during each technical consultation conducted within Tech SOS. Proactively monitors requests and emails from customers to maintain consistent quality and to highlight opportunities for improvement and to provide notice to management so that “Warnings” “Alerts” and “Notifications” maybe issued as needed. Establish and maintain policies and procedures and update, as necessary. Provides administrative advice to management regarding future plans and directions; identify opportunities to improve customer satisfaction. Performs other official duties as assigned.