IT Services Tier II (PT Support) (Onsite)

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

Location: Washington DC

Duration: 12 Months

Job Description:

Experienced IT professional (6 10 yrs) providing Tier II support for critical 311/911 operations-troubleshooting workstations apps networks. Supports Mobile Data Computers to ensure field unit connectivity. Weekend role: 10-hour shifts 2 days/week.

The Tier II technician provides direct technical support for the Districts 911 and 311 call floors per clients 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 MDC 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.

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 MDC 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 MDC environments.
• Performs tests participates in system acceptance procedures and performance monitoring methods for call floor applications and MDC systems.
• Supports radio communications dispatch operations and network system infrastructure including routine monitoring alarm escalation and coordination with 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 MDC 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 MDC systems are met.
• Assists with security patching operating system upgrades firewall coordination and integration of agency software into call floor and MDC 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: