IT Services Tier II (PT Support) (Onsite)

Job Title: IT Services Tier II (PT Support) (Onsite)

Location: Washington DC

Duration: 12 Months

Job Description:

The Tier II technician provides direct technical support for 911 and 311 call floors as per the client mission to ensure uninterrupted operation of 91/311-critical applications hardware and communication systems. The resource troubleshoots and maintains call floor workstations CAD (Computer Aided Dispatch) and other mission critical 911/311 applications voice recording systems and other integrated platforms used by call takers and addition the technician supports the division by imaging configuring and repairing mobile devices routers and tablets deployed in first responder (Fire/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.

Shift times: 6 AM - 4 PM; 2 PM - Midnight; 10PM - 8 AM

Responsibilities:

• Provides Tier II IT support for 911 and 311 call floor operations including troubleshooting workstations testing software updates resolving system glitches and assisting users.
• Supports the client division operations including imaging processing client support requests configuring and maintaining toughbooks routers and associated vehicle installations.
• Provides support and feedback on implementation of IT hardware and application solutions for the call floor and the client environments.
• Performs tests participates in system acceptance procedures and performance monitoring methods for call floor applications and the client systems.
• Supports radio communications dispatch operations and network system infrastructure including routine monitoring alarm escalation and coordination with the client and external stakeholders.
• Provides IT support for Mobile VPN and mobile connectivity tools including diagnostics troubleshooting and coverage analysis.
• Follows Client -IT Standard Operating Procedures (SOPs) for Tier II troubleshooting and daily operations.
• Supports IT asset management by tracking updating and maintaining inventory of call floor and hardware ensuring accurate records of equipment assignment deployment and lifecycle status.
• Uses the ServiceNow ticketing system to open track update and close Client -IT service tickets in accordance with established processes.
• Participates in inter-agency coordination to ensure technical requirements for 911 311 and the client systems are met.
• Assists with security patching operating system upgrades firewall coordination and integration of agency software into call floor and the client environments.
• Assists in the deployment of new hardware and applications including installation configuration testing and user support.
• Performs other duties and responsibilities as required assigned or requested.

Skills:

Skills

Required / Desired

Amount

of Experience

Designing developing and testing computer systems and components

Required

6

Years

Bachelors degree in IT or related field or equivalent experience

Required

Experience with IT lifecycle management performance monitoring and QA

Required

2

Years

Experience with IT system security principles and technical documentation.

Required

2

Years

Support in the research evaluation and integration of new technologies

Required

2

Years

Experience with IT security principles methods and tools utilized for IT security & support applications.

Required

2

Years

Experience with operating systems installation and configuration procedures to assist in installing & maintaining the operating system environment.

Required

2

Years

Experience with network standards and network management tools to perform routine network configuration management functions.

Required

2

Years

Experience with maintaining database operations and assisting in database restoration.

Required

2

Years

Experience monitoring system performance & recovering data from backup in the event of hardware / software failure.

Required

2

Years

Experience with customer support problem resolution databases and troubleshooting techniques

Required

2

Years

A or Network certifications preferred but not required

Highly desired