Job Description
JOB DESCRIPTION
Responsibilities:
1. Provides Tier II IT support for 911 and 311 call floor operations, including troubleshooting workstations, testing software updates, resolving system glitches, and assisting users.
2. Supports MDC division operations, including imaging, processing client support requests, configuring, and maintaining toughbooks, routers, and associated vehicle installations.
3. Provides support and feedback on implementation of IT hardware and application solutions for the call floor and MDC environments.
4. Performs tests, participates in system acceptance procedures, and performance monitoring methods for call floor applications and MDC systems.
5. Supports radio communications, dispatch operations, and network system infrastructure, including routine monitoring, alarm escalation, and coordination with OCTO and external stakeholders.
6. Provides IT support for Mobile VPN and mobile connectivity tools, including diagnostics, troubleshooting, and coverage analysis.
7. Follows OUC-IT Standard Operating Procedures (SOPs) for Tier II troubleshooting and daily operations.
8. Supports 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. Uses the ServiceNow ticketing system to open, track, update, and close OUC-IT service tickets in accordance with established processes.
10. Participates in inter-agency coordination to ensure technical requirements for 911, 311, and MDC systems are met.
11. Assists with security patching, operating system upgrades, firewall coordination, and integration of agency software into call floor and MDC environments.
12. Assists in the deployment of new hardware and applications, including installation, configuration, testing, and user support.
13. Performs other duties and responsibilities as required, assigned, or requested.
Minimum Education/Certification Requirements:
Bachelors degree in IT or related field or equivalent experience
Skill
6-10 yrs. designing, developing, and testing computer systems and components
Bachelors degree in IT or related field or equivalent experience
Experience with IT lifecycle management, performance monitoring, and QA
Experience with IT system security principles and technical documentation.
Support in the research, evaluation and integration of new technologies
Experience with IT security principles, methods, and tools utilized for IT security & support applications.
Experience with operating systems installation and configuration procedures to assist in installing & maintaining the operating system environment.
Experience with network standards, and network management tools to perform routine network configuration management functions.
Experience with maintaining database operations and assisting in database restoration.
Experience monitoring system performance & recovering data from backup in the event of hardware / software failure.
Experience with customer support, problem resolution databases, and troubleshooting techniques
A+ or Network+ certifications preferred but not required