Job Description

Posting number: IT2610-01

Department: Information Technology

Job classification: IT Public Safety Technician

Posting type: Open

Categories: IT and Computers

Summary

Provides technical support, maintenance, and operational assistance for technology systems supporting the City's public safety departments, including Police, Fire, Emergency Medical Services, and emergency communications. Supports mission-critical public safety applications, hardware, network-connected equipment, mobile technologies, and related infrastructure to maintain reliable, secure, and effective technology operations.

Works collaboratively with Information Technology staff, public safety personnel, vendors, and other stakeholders to resolve technical issues and support the technology needs of 24/7 public safety operations.

Examples of duties

1. Provides technical support, troubleshooting, maintenance, configuration, and repair for public safety technology systems, hardware, software, peripheral devices, and related infrastructure.
2. Installs, configures, monitors, maintains, and supports public safety applications and technologies, including computer-aided dispatch (CAD), records management systems (RMS), 911 systems, mobile technologies, radio communication interfaces, surveillance systems, body-worn camera systems, digital evidence platforms, and other related systems.
3. Diagnoses and resolves hardware, software, application, network connectivity, and system performance issues affecting public safety operations; coordinates complex or escalated issues with appropriate Information Technology staff or vendors.
4. Installs, configures, upgrades, patches, tests, and maintains servers, workstations, mobile devices, network-connected equipment, software applications, and other technology used in public safety operations.
5. Monitors public safety systems and responds to outages, service interruptions, and other technology issues affecting mission-critical operations.
6. Administers user accounts, system access, permissions, passwords, and other security controls in accordance with established City, departmental, and system requirements.
7. Provides on-site and remote technical assistance to Police, Fire, EMS, emergency communications personnel, and other authorized users.
8. Supports compliance with applicable information security requirements, Criminal Justice Information Services (CJIS) requirements, departmental policies, and data protection protocols.
9. Coordinates with Information Technology staff, vendors, public safety personnel, and other stakeholders to resolve technical issues, deploy equipment, implement system changes, and support technology projects.
10. Participates in system backups, disaster recovery procedures, continuity planning, system testing, and other activities supporting the availability and reliability of public safety technology.
11. Maintains technical documentation and records related to system configurations, equipment, procedures, incidents, service requests, troubleshooting, and resolutions.
12. Assists with inventory and asset management of public safety technology hardware, software, equipment, and related resources.
13. Provides technical guidance and training to users regarding supported technology, applications, equipment, and established procedures.
14. Assists with technology projects, equipment deployments, system implementations, upgrades, testing, procurement activities, and process improvement initiatives.
15. Provides emergency, on-call, and after-hours technical support for critical public safety systems as required.
16. Travels between City facilities and field locations to install, maintain, troubleshoot, or repair technology and equipment as needed.
17. Performs related duties as directed when such duties are a logical and appropriate assignment to the position.
18. Regular and timely attendance is required for this position.
19. Interacts professionally and respectfully with the public, coworkers, vendors, and others in the course of daily work.

Qualifications

SKILLS, KNOWLEDGE AND ABILITIES

• Knowledge of computer hardware, Windows operating systems, servers, networks, mobile devices, and enterprise software applications.
• Knowledge of LAN/WAN, wired and wireless networking, remote connectivity, and related network technologies.
• Knowledge of technical support practices and hardware, software, application, and network troubleshooting techniques.
• Knowledge of information security practices, access controls, confidentiality requirements, and applicable CJIS standards.
• Ability to learn, configure, maintain, and support specialized public safety applications and technologies.
• Ability to diagnose and resolve technical issues in mission-critical environments accurately and efficiently.
• Ability to read and interpret technical documentation, system diagrams, operating procedures, and vendor materials.
• Ability to prioritize multiple service requests and responsibilities in a 24/7 public safety environment.
• Ability to communicate technical information effectively to technical and non-technical users and provide effective customer service in high-pressure or time-sensitive situations.
• Ability to work independently with minimal supervision and collaboratively as part of an Information Technology team.
• Ability to establish and maintain effective working relationships with employees, public safety personnel, vendors, and others contacted in the course of work.
• Ability to maintain confidentiality and appropriately handle sensitive criminal justice, emergency communications, and security-related information.

EDUCATION, EXPERIENCE AND OTHER REQUIREMENTS

A bachelor’s degree in information technology, Computer Science, Cybersecurity, Telecommunications, Criminal Justice Technology, or a related field, plus two (2) years of experience in information technology support, network support, systems support, or public safety technology support is required. An equivalent combination of education, training, and relevant experience that provides the required knowledge, skills, and abilities may be considered.

Experience supporting Windows-based systems, computer hardware, software applications, and network technologies is required.

Experience supporting public safety technology such as CAD, RMS, 911/PSAP technologies, radio systems, mobile data systems, digital evidence systems, or similar mission-critical technology is preferred.

Experience in a government or public safety technology environment and familiarity with CJIS security requirements and public safety compliance standards is also preferred.

One or more of the following certifications are preferred:

• CompTIA A+
• CompTIA Network+
• CompTIASecurity+
• Public safety vender certifications (CAD/RMS/radio systems)
• CJIS Security Awareness Certification

Due to Criminal Justice Information Security (CJIS) requirements, the candidate must never have been convicted, put on court-ordered community supervision, or probation for any criminal offense above the grade of Class B misdemeanor or a Class B misdemeanor within the last ten years from the date of the court order. Class A Misdemeanor Conviction, Deferred Adjudication, or Felony Conviction are permanent disqualifiers.

Must pass a pre-employment drug screen.

WORKING CONDITIONS

While performing the essential functions of this position the employee is rarely exposed to disagreeable environmental factors.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the essential functions of this job the employee is regularly required to perform light to medium work that involves walking or standing, use the computer keyboard and mouse, use hands to finger, handle, or feel, reach with hands and arms, talk and hear, stand, walk, and stoop, or crouch. This position requires occasionally lifting and/or moving up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. This job requires the ability to work in an office environment where the noise level is usually moderate.

Supplemental information

The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and the job requirements change.