Description
Duties and Responsibilities:
- Responds to and resolves service requests and incidents escalated from the help desk or junior technical staff in support of public safety operations, including Police, Fire, EMS, and 911/Dispatch personnel, and provides guidance and assistance to technical support staff as needed.
- Troubleshoots and resolves issues related to Windows-based workstations, laptops, mobile data computers (MDCs), operating systems, and standard enterprise applications used in public safety environments.
- Assists with the installation, configuration, testing, and support of IT infrastructure supporting public safety facilities, dispatch centers, stations, and field operations, including workstations, servers, network devices, wireless access points, and related equipment.
- Supports the administration and maintenance of Active Directory, including user and group accounts, organizational units, group policy, and access permissions, with attention to CJIS and public safety security requirements.
- Assists in supporting public safety systems such as Computer-Aided Dispatch (CAD), Records Management Systems (RMS), 911 call-handling systems, and related interfaces under the guidance of senior technical staff.
- Participate in scheduled and unscheduled maintenance windows, system upgrades, outages, and monthly patching activities to ensure high availability of public safety systems.
- Supports and assists with administration of Voice over IP (VoIP) and telephony systems used in public safety and administrative environments.
- Helps maintain system security and compliance with CJIS Security Policy and other applicable regulations by following established procedures for access control, auditing, and data protection.
- Creates and maintains technical documentation, standard operating procedures, and system configurations related to public safety IT systems and supported infrastructure.
- Assists with troubleshooting network, server, and application issues affecting public safety operations, escalating complex issues as appropriate.
- Works collaboratively with vendors, public safety staff, and internal IT teams to resolve issues and support ongoing projects.
- Participates in incident response, outage resolution, and post-incident reviews related to public safety technology systems.
- Maintains awareness of emerging technologies and best practices related to public safety IT, networking, cybersecurity, and infrastructure operation.
- Aids in resolving problems related to enterprise applications, authentication services, and shared resources.
- Creates and maintains technical documentation for procedures, configurations, problem resolutions, and assigned projects.
Qualification Requirements
Education and/or Experience: Any combination of education and experience equivalent to an associate degree in computer science, information systems, or related field, with a bachelor’s degree in a related field preferred, and relevant experience providing computer and network support. Experience supporting Windows desktop and server operating systems, including installation, configuration, troubleshooting, and repair of personal computer hardware and software. Experience in the design, installation, and support of complex local and wide area networks. Experience supporting email systems, internet connectivity, and web-based resources. Working knowledge of Microsoft desktop and server operating systems, Office 365, Active Directory, Group Policy, and user access management. Working knowledge of Ethernet-based wired and wireless networks and core network concepts, including DNS, DHCP, TCP/IP, and related protocols.
Certificates, Licenses, Registrations: CompTIA A+ CE Certification, CompTIA Net+ CE Certification, and possession of a valid and appropriate driver’s license.
Language Skills: Ability to read and comprehend. Ability to write using proper grammar, punctuation, and spelling. Ability to speak and communicate effectively using correct English.
Other Knowledge, Skills, and Abilities: Comprehensive knowledge of the operation, uses, and capabilities of personal computer hardware and software. Expansive knowledge of the Microsoft Windows server environment. Knowledge of local and wide-area network systems. Ability to function as an integral team member with knowledge of customer service standards and procedures, and communicate technical information clearly and concisely to City employees of all levels of technical sophistication. Ability to install and configure computer systems, hardware, and peripherals. Ability to analyze and describe problems graphically and logically, and maintain accurate records. Ability to initiate and sustain multiple projects and complete tasks independently. Ability to set up and utilize maintenance procedures and schedules. Ability to design computer configurations, diagnose the nature and extent of a wide range of computer problems, and give recommendations. Ability to make quick and accurate judgment calls independently. Ability to be flexible regarding work hours if required.
PHYSICAL AND ENVIRONMENTAL CHARACTERISTICS: 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.
Required Physical Activities: Requires light physical effort working almost exclusively with lightweight materials (up to 50 pounds), including but not limited to walking, talking, stooping, kneeling, light lifting, bending, crawling, and gripping.
Vision Requirements: Minimum requirements set by the Division of Motor Vehicles.
Environmental Conditions: Work is conducted indoors under controlled temperatures.
EQUIPMENT ESSENTIAL TO DO THE JOB: Cell phone, desktop and laptop computer, multi-function printers and scanners, network and server hardware, storage device, basic hand tools, and ladders. Position also requires routine use of standard office productivity software, remote access tools, and IT management and monitoring systems.
The City of Winchester is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.
This position is eligible for benefits. To view out benefit packet click here.
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