Telecommunications Specialist

There is only one city in the country that can say it is the Nation’s Capital – Washington, D.C. Given that distinction, The Metropolitan Police Department is the premiere law enforcement organization in the city. We receive over 22 million visitors a year, have almost 700,000 residents, and 21,000 private business. The Department consists of more than 4,200 members: approximately 3,550 sworn members and over 650 civilian employees. We are one of the most diverse and highly trained departments in the country. We have the honor of safeguarding and protecting not only our nation’s residents, but also people from all over the world.

The Metropolitan Police Department (MPD) offers an attractive benefits package. The benefits package includes competitive compensation, health insurance, prescription drug coverage, dental, vision, short and long term disability and life insurance, as well a strong retirement benefit and savings options. Employees are also eligible for our employer contributed 401a plan after one year of employment. Additional perks such as discounts on wireless carriers, gym memberships, amusement park tickets and much more! Additional information can be found at: DCHR Benefits

This position is assigned to the Metropolitan Police Department (MPD), Technical and Analytical Services Bureau (TASB), IT Infrastructure and Engineering Division, IT Customer Support Branch, Telecom to coordinate program activities for the dissemination and receipt of telecommunication devices, accessories and to carry out program operations.

The incumbent is responsible for providing direct technical support to an assigned area(s) of the department. Coordinates with personnel about telecommunication device support and to timely address problems and inquiries.

This Telecommunications Specialist position is covered under the National Association of Government Employees (NAGE) bargaining unit and you may be required to pay an agency fee through direct payroll deductions.

The incumbent will be responsible for the following:

• Serves as the liaison to the department to coordinate and exchange information to carry out objectives and goals.

• Provides direct technical support and coordination on telecommunication phone systems and equipment.

• Performs analysis and evaluation of telecom requirements and make recommendations to resolve performance/operating problems.

• Resolve customer complaints, troubleshoot equipment, and check the device for proper operation.

• Conduct inventory of telecommunication devices and equipment. Verifies member’s information, name and type of device issued, member’s unit assignment, and device information.

• Serve as a telecommunication coordinator and partner with other units to provide support to the executive Command Staff

• Provide customer assistance on the operation of mobile applications; coordinate with other agency resolve application issues.

• Provide support to the telecommunication project, planning, execution and close out. Adds, Moves and Changes.

• Manage telecom ticket tracking systems to resolve incidents and service request within the service level agreement.

• Reviews authorization requests prior to distributing telecommunication devices. Ensures authorization forms have appropriate approvals up the member’s chain of command.

• Maintain Fixed Cost Asset database to reflect the current status for members and telecom services and devices. The system maintains a 95% certification.

• Review telecommunication invoices for the accurate cost of services. Validate expense with telecom governance agency.

• As approved by Supervisor, order equipment and supplies through the Request for Telephone Services (RTS) system. Verify cost for service follow the department SOPS on ordering new equipment and service.

• Maintains, update documents and reports, identifies and notifies users of problems and maintains telephone usage reports.

• Maintain the Mobile Device Management database for cellular security, remote management and provisioning devices.

• Work closely with the MPD Academy and Reserve Corps division to provide training for recruits.

• Performs other related duties as assigned.

Qualifications:

• Must exercise a technical knowledge of both operational and technical test performance characteristics of current telecommunication equipment, their component parts and operational requirements.

• Skill in the knowledge of telecommunication device technology to evaluate. Functionality and software operations.

• Skill in the knowledge of cellular phones, desk phones, pagers, iPads, air cards and other similar telecommunication devices.

• Demonstrated knowledge to conduct training and to provide guidance to users on telecommunication devices.

• Knowledge of departmental policy and standard operating procedures that govern telecommunication devices.

Licensures, Certifications and other requirements:
N/A

Education:

High School Diploma or equivalent is required. Bachelor’s Degree in a related field is preferred.

Work Experience:

Two (2) years of experience working in a telecommunications and mobile phone environment troubleshooting and resolving issues and including at least one (1) year of experience in the following areas are required.

• Address and resolve telecommunications systems either directly or in conjunction with phones.
• Maintain, troubleshoot, train and resolve mobile device and application issues.
• Administer, document, execute, lead, manage and plan projects relating to telecommunications
• Customer service experience working directly and in person with customers in corporate, government, private or an association setting

And at least a proficient skill set operating a ticket and tracking system.

Applicants must have at least one (1) year of specialized experience equivalent to a least the (CS-09) grade level, or its non-District equivalent, gained from the public or private sector. Specialized experience is defined as experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position directly related to the position.

Work Environment:

Work location is in an office environment. Work is sedentary and may require walking and standing in conjunction with travel and attendance at meeting and conferences away from the work site and carrying light items, such as laptops, papers, books, small parts, and driving an automobile.

Other Significant Factors:

This position operates within the confines of a 24/7 operation. Incumbent of this position is required to provide after-hours on call technical support including weekends and holidays. Incumbent may also be subjected to rotating shifts, weekend work and changes in days off.

A background investigation, to include a criminal, traffic and credit check are required for positions with the Metropolitan Police Department.

The incumbent is required to possess and maintain a valid motor vehicle operator’s permit.

If the position you are applying for is in the Career, Management Supervisory, or Educational Service at an annual salary of one hundred fifty thousand dollars ($150,000) or more, you must establish residency in the District of Columbia within one hundred eighty (180) days of the effective date of the appointment and continue to maintain residency within the District of Columbia throughout the duration of the appointment.

The District of Columbia Government is an 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, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability. Sexual harassment is a form of sex discrimination, which is also prohibited. In addition, harassment based on any of the above-protected categories is prohibited.

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