The Department of Emergency Communications is seeking a Technology Specialist to join the team to support the 911 technology operations. The ideal candidate will have strong attention to detail skills, problem solving and the ability to work effectively in teams.
The purpose of this job is to support agency-specific applications including but not limited to troubleshooting, diagnostics, documentation, implementation, configuration, and system updates. Coordinates with vendors for troubleshooting, configuration, and upgrades. Performs daily system monitoring, verifying the integrity and availability of all applications, systems, and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups. Maintains applications to maximize efficiency and minimize downtime through proactive maintenance, updates, upgrades, patches, etc. Performs testing of new and existing applications in a dedicated test environment.
Assists other IT staff with tasks when needed, including but not limited to; support and repair of PC and mobile devices, equipment deployment, troubleshooting, preventive maintenance, reporting, software installations, and imaging. Provides end-user training and/or train the trainer training for all new and existing applications. Provides application support to the end user at all times. Maintains documentation for all system functions, install procedures, database paths, passwords, and connection types. Maintains an understanding of accreditation or certification processes related to the department to provide continuous quality improvement and enhancement of service delivery to the community. This understanding will be critical to properly support the data infrastructure needed to evaluate the performance of the department.
Duties include but are not limited to
- Providing technical support and analyses either in-person or remotely
- Installing, configuring and implementing PC's, peripherals, hardware, and software applications; performing data back-up and retrieval
- Planning for and implementing new technology; maintaining inventory records and tracking assigned equipment assets
- Overseeing departmental requests and repairs on equipment, hardware, and software
- Logging all resolutions including help-desk calls; creating and maintaining templates used to create virtual workstations and servers; preparing and submitting reports; Researching, deploying, and troubleshooting issues; resolving or requesting assistance from other team members or hardware/software Vendor(s) as appropriate
- Monitoring performance of DEC workstations and servers using tools available in the Operating System, vSphere and SQL Server
- Training end users on hardware/software usage and functionality
- Reviewing Help Desk tickets as they are opened, self-assigning tickets as warranted, updating and closing assigned tickets with work done and time spent
- Maintaining, diagnosing and repairing issues with the CAD workstations and additional peripherals
- Diagnosing and repairing issues with CAD system and its associated interfaces
- Diagnosing and repairing issues with Mobile for Public Safety (MPS) and Mobile Responder (MR)
- Assist with making necessary changes/additions/deletions to CAD system configurations
- Assist with making necessary changes/additions/deletions to MPS and MR system configurations
- Providing on call after hour CAD support, currently on a seven (7) week rotation schedule.
Qualifications, Special Certifications and Licenses
- Incumbent should have basic knowledge of assembly, installation, and use of Windows-based PCs, common computer programs such as Microsoft Office Suite (Word, Excel, etc.), electronic databases and related software applications, Oracle, Office equipment such as mobile devices.
- Incumbent will be skilled in specific and advanced technical skills in area of focus such as telecommunications, database usage, configuration and maintenance, usage of reporting tools to create new reports or modify existing reports as necessary.
- Incumbent will be able to communicate with various internal and external departments, clone and securely wipe software and machines, interact with a wide variety of people (staff and public) with varying degrees of technical or communication skills, evaluate equipment, replace and install various computer equipment such as memory cards, power supplies, monitors, etc., troubleshoot with customers via phone and in-person.
- Incumbent will possess customer service skills, oral and written communication skills, be able to adapt, analyze, prioritize, pay attention to detail, follow standard procedures and established practices, multi-task, exhibit patience, problem solve, work effectively in teams, and maintain vendor relationships.
- Bachelor's degree in computer science, business or a related field.
- One year of end-user support and network equipment experience.
- Related hardware/software support experience. An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.
- 1-2 years of public safety experience CAD system experience Mobile Responder and Mobile for Public Safety experience SQL Server experience
- Some assignments may require a valid Virginia Driver's License with a satisfactory driving record and a valid Commonwealth of Virginia Driver's License within 30 days of hire. Some agencies may have other specific requirements.