Telecommunications Specialist

'Pay Plan, Series & Grade:   CS-0391-09 ' 

Salary Range:  $41.923.00 - $53,983.00 

 Opening Date: August 13, 2008

First Screening: August 22, 2008

Closing Date:   Open Until Filled 

 Tour of Duty:   8:30 AM-5:30 PM; M-F 

 Area of Consideration:   Open to the Public 

 Promotion Potential:   None 

 Number of Vacancies:   One (1) 

 Agency:   Office of the Chief Technology Officer

              (CItywide Network Telecommunications) 

 Duration of Appointment:   Permanent 

 Collective Bargaining Unit (Non-Union):   This position is not in a collective bargaining unit. 

 Duties 

 Brief Description of Duties:   This position is located in the Office of the Chief Technology Officer (OCTO).

This position will act as the administrative entry point for all DC Government Requests for Telephone Service (RTS) forms forwarded from DC Government agencies. This position will log, then route for review and approval all Telephone Service Requests to the Director of Telecommunications, prior to processing and distributing to appropriate telecommunication vendors for work completion.

 Responds to telephone calls, email and walk-in customers regarding questions on order requests, pending order status, repairs, product information and product training. Displays through words and actions a desire to assist the customer in problem resolution.

Accepts accountability for customers? concerns and explores all avenues to bring satisfactory resolution and closure to all issues and concerns.

Handles requests for new service, changes, moves or rearrangement requests, pertaining to local telephone service, long distance, cellular, paging service and associated equipment.

Identifies appropriate contact telephone numbers for vendor departments, programs or other employees who can aid the customer with their request.

Reviews RTS forms for completeness and accuracy, then submits RTS forms to Telecommunication Manager for approval.

Distributes and maintains records of all RTS transactions sent to vendors.

Provides DC Government customers with the status of work order requests through to work completion.

Acts as an agency advocate to expedite issues that have not met the commitment as promised.

Works with agency customers to amicably resolve complaints and/or handle criticism. scalates issues that have remained open beyond a reasonable period.

 Performs other related duties as assigned. 

 Qualifications 

 Selective Placement Factor(s):   Please respond to the following selective placement factor(s) by either typing directly into the free form area provided or by pasting from a text document. 

 Selective Placement Factor #1:   Demonstrate experience with and knowledge of telecommunication technologies and service requirements. 

 Selective Placement Factor #2:  Demonstrate experience in telecommunication applications, customer service, and telecommunication products. 

 Specialized Experience:   Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, at least one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for the occupation in the organization. 

 Substitution of Education:   A substitution of education for required experience will be allowed as defined in OPM's Qualification Standards.  However, in order to receive credit, applicants must submit official proof of educational attainment at the time of application. 

 Time-in-Grade Restrictions:   Time in grade restrictions must be met by the closing date of this vacancy announcement. 

 Ranking Factors 

 Submission of Ranking Factors:   The following ranking factors will be used in the evaluation process.  All applicants MUST respond to the ranking factors.   Please respond specifically to the ranking factor(s) by either typing directly into the free form area provided or by pasting from a text document.   Please describe specific incidents of sustained achievements from your experience that show evidence of the level at which you are applying.  You may refer to any experience, education, training, awards, outside activities, etc. that include the degree to which you possess the job related knowledge, skills and abilities described in the ranking factors.  The information given in response to the ranking factors should be complete and accurate to the best of your knowledge. 

 FAILURE TO RESPOND TO ALL RANKING FACTORS WILL ELIMINATE YOU FROM CONSIDERATION. 

 Ranking Factor #1:    Demonstrated skills in Microsoft Office, including Excel, Word, and Access, and general PC use. 

 Ranking Factor #2:    Demonstrated knowledge of budgets, space and property management, OCTO management policies and procedures. 

 Ranking Factor #3:    Demonstrated good organizing, problem-solving, and customer contact skills.  Skill in managing multiple tasks/activities. 

 Ranking Factor #4:    Demonstrated knowledge of administrative practices and procedures to recommend significant changes or new policies and procedures. 

 Employment Benefits 

 Employee Benefits:   This is a permanent, Career Service appointment.  Selectee will be eligible for health and life insurance, annual (vacation) and sick leave and will be covered under the District of Columbia government's retirement plan.  However, if selectee was previously employed in the District of Columbia government under an appointment for which he/she was eligible for Civil Service Retirement (CSR), contributions to CSR will resume upon re-employment. 

 Residency Requirement 

 A person applying for a position in

the Career Service, Educational Service, Management Supervisory Service, an attorney position in the

Legal Service (series 905) other than in the Senior Executive Attorney Service (SEAS), or an attorney position

in the Excepted Service (series 905) who is a bona fide District resident AT THE TIME OF APPLICATION

for the position, may be awarded a 10-point residency preference over non-District applicants,

unless the person declines the preference points.  If selected, the person shall be required

to present no less than 8 proofs of bona fide District residency and maintain such residency

for 7 consecutive years from the effective date of the appointment.  Failure to maintain bona fide

District residency for the 7-year period will result in forfeiture of employment. 

 Information to Applicants 

 Veterans Preference:   Applicants claiming veterans preference must submit official proof at the time of application. 

 Drug-Free Workplace:   Pursuant to the requirements of the Drug-Free Workplace Act of 1988, the individual selected to fill this position will, as a condition of employment, be required to notify his/her immediate supervisor, in writing, not later than five (5) days after conviction of or a plea of guilty to a violation of any criminal drug statute occurring in the workplace. 

 How to Apply 

 Where to Apply (Judiciary Square):   D.C. Department of Human Resources (DCHR) Job Center located in the South Lobby at  441 - 4th Street, NW, Washington, D.C.  20001.  All inquiries should be directed to HR Answers at (202) 442-9700.

ON-LINE SUBMISSIONS: Please visit www.dchr.dc.gov select 'Employment Opportunities', 'Current DC Government Positions Available',  'View Job Postings / Apply for Job' and select Reference No. 11457

 Contact Information:   All inquiries related to employment and job applications should be directed to HR Answers at (202) 442-9700 

 Disposition of Resume:   Resumes received outside the area of consideration and/or after the closing date will not be given consideration.  You must resubmit your resume to receive consideration for any subsequent advertised position vacancies.  For the purpose of employment, resumes are not considered job applications.  Therefore a DC 2000 job application or online job application is required to be submitted. 

 Posting Cancellation:   A non-competitive selection of an eligible candidate from the Agency Reemployment Priority Placement Program (ARPP) or the District's Displaced Employee Program (DEP) will result in the cancellation of this announcement. 

 Closing Statement 

 Job Offers:   Official Job Offers are made by the Office of Human Resources Only. 

 EEO Statement:   The District of Columbia Government is an Equal Opportunity Employer. 

 Equal Opportunity Employer:   All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation. 

 Notice of Non-Discrimination:   In accordance with the D.C. Human Rights Act of 1977, as amended, D.C. Official Code, Section 2-1401.01 et. seq., (Act) the District of Columbia does not discriminate on the basis of actual or perceived: race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, familial status, family responsibilities, matriculation, political affiliation, genetic information, disability, source of income, or place of residence or business.  Sexual harassment is a form of sex discrimination which is also prohibited by the Act.  In addition, harassment based on any of the above protected categories is prohibited by the Act.  Discrimination in violation of the Act will not be tolerated.  Violators will be subject to disciplinary action.