Complete Description:

Provides customer or technical support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion.

The District of Columbia Department of Forensic Sciences (DFS) is implementing a number of new systems, which requires additional resources to support the projects, as well as the day to day IT support required across DFS.   

The two resources will be scheduled to cover the period 7.00am to 7:00pm Monday to Friday.

As part of this, DFS is seeking two additional Desktop Support resources.

Desktop support tier 2 personnel to respond to users’ support requests. Duties include:

•               Monitoring the ticketing system for technical support requests within the agency.

•               Setting up new computers, phones, printers, scanners and Audio-Visual equipment on agency network.

•               Troubleshooting the technical equipment and fixing problems.

•               Installing software such as Windows desktop and Windows Servers, and Microsoft Office.

•               Setting up Outlook and adding users to Washington DC network.

•               Installing agency and lab specific software on users’ computer such as LIMS systems.

•               Installing and upgrading drivers for various equipment on Windows machines.

Behavioral Characteristics:

Strong communication skills both oral and written

Ability to prioritize and organize their activities appropriately.