IT Services Tier II (Part-Time Support)

Job Title: IT Services Tier II (Part-Time Support)
Work Arrangement: Onsite
Location: Washington, DC 20032
Employment Type: Contract
Engagement Type: W2 or 1099 only( No C2C).
Final Interview: In-person

Position Summary

Dhaka Technologies Limited Company is hiring an IT Services Tier II technician for a DC Government client. This is an experienced IT professional role, requiring six to ten years of experience, providing Tier II support for critical 911 and 311 operations, including troubleshooting workstations, applications, and networks, and supporting Mobile Data Computers to ensure field unit connectivity.

The Tier II technician provides direct technical support for the District's 911 and 311 call floors, in keeping with the agency mission to ensure uninterrupted operation of 911 and 311 critical applications, hardware, and communication systems. The resource troubleshoots and maintains call floor workstations, Computer Aided Dispatch (CAD) and other mission critical 911 and 311 applications, voice recording systems, and other integrated platforms used by call takers and dispatchers.

In addition, the technician supports the Mobile Data Computer (MDC) division by imaging, configuring, and repairing mobile devices, routers, and tablets deployed in first responder Fire and Police vehicles. This role requires monitoring and escalating network and system performance issues, performing software updates and patching, and coordinating with internal IT and vendor partners to resolve incidents quickly, troubleshoot technical issues, and prevent service disruption.

Schedule

Shift: 2:00 PM to midnight
Days: Weekend role. Two 10-hour shifts per week.

Responsibilities

1. Provide Tier II IT support for 911 and 311 call floor operations, including troubleshooting workstations, testing software updates, resolving system glitches, and assisting users.
   
2. Support MDC division operations, including imaging, processing client support requests, configuring, and maintaining toughbooks, routers, and associated vehicle installations.
   
3. Provide support and feedback on implementation of IT hardware and application solutions for the call floor and MDC environments.
   
4. Perform tests and participate in system acceptance procedures and performance monitoring methods for call floor applications and MDC systems.
   
5. Support radio communications, dispatch operations, and network system infrastructure, including routine monitoring, alarm escalation, and coordination with the Office of the Chief Technology Officer (OCTO) and external stakeholders.
   
6. Provide IT support for Mobile VPN and mobile connectivity tools, including diagnostics, troubleshooting, and coverage analysis.
   
7. Follow agency IT Standard Operating Procedures (SOPs) for Tier II troubleshooting and daily operations.
   
8. Support IT asset management by tracking, updating, and maintaining inventory of call floor and MDC hardware, ensuring accurate records of equipment assignment, deployment, and lifecycle status.
   
9. Use the ServiceNow ticketing system to open, track, update, and close agency IT service tickets in accordance with established processes.
   
10. Participate in inter-agency coordination to ensure technical requirements for 911, 311, and MDC systems are met.
    
11. Assist with security patching, operating system upgrades, firewall coordination, and integration of agency software into call floor and MDC environments.
    
12. Assist in the deployment of new hardware and applications, including installation, configuration, testing, and user support.
    
13. Perform other duties and responsibilities as required, assigned, or requested.
    

Minimum Education and Certification Requirements

• Bachelor's degree in IT or a related field, or equivalent experience.
  

Required and Desired Skills Matrix

1. Designing, developing, and testing computer systems and components. Required, 6 years.
   
2. Bachelor's degree in IT or a related field, or equivalent experience. Required.
   
3. Experience with IT lifecycle management, performance monitoring, and QA. Required, 2 years.
   
4. Experience with IT system security principles and technical documentation. Required, 2 years.
   
5. Support in the research, evaluation, and integration of new technologies. Required, 2 years.
   
6. Experience with IT security principles, methods, and tools utilized for IT security and support applications. Required, 2 years.
   
7. Experience with operating systems installation and configuration procedures to assist in installing and maintaining the operating system environment. Required, 2 years.
   
8. Experience with network standards and network management tools to perform routine network configuration management functions. Required, 2 years.
   
9. Experience with maintaining database operations and assisting in database restoration. Required, 2 years.
   
10. Experience monitoring system performance and recovering data from backup in the event of hardware or software failure. Required, 2 years.
    
11. Experience with customer support, problem resolution databases, and troubleshooting techniques. Required, 2 years.
    
12. A+ or Network+ certification. Preferred but not required. Highly desired.
    

How to Apply

Interested candidates who meet the qualifications should send their resume to [email protected].