Public Safety Systems Support Technician (Tier II)

Job Description

Job Description

Location: Washington, DC

Work Arrangement: Onsite

Duration: 12 month contract, with possible extension

W-2 or 1099

No C2C, visa transfers, or sponsorship

The DNA Group is seeking an experienced Public Safety Systems Support Technician (Tier II) to provide direct technical support for critical 911 and 311 operations. This role is essential to ensuring uninterrupted operation of mission-critical applications, hardware, and communication systems supporting public safety. The ideal candidate has a strong IT background with 6–10 years of experience in systems support, a solid understanding of security and networking principles, and the ability to troubleshoot complex issues in high-pressure environments. This is a weekend role, covering 10-hour shifts, 2 days per week, with rotating shift times:

• 6 AM – 4 PM

• 2 PM – Midnight

• 10 PM – 8 AM

Overview Requirements:

• Provide Tier II IT support for 911 and 311 call floor operations, including workstation troubleshooting, system testing, patching, and user assistance.

• Support Mobile Data Computers (MDCs) by imaging, configuring, and repairing toughbooks, routers, tablets, and other mobile devices deployed in first responder (Police/Fire) vehicles.

• Troubleshoot and maintain CAD (Computer Aided Dispatch) systems, call floor applications, and voice recording platforms used by call takers and dispatchers.

• Monitor and escalate network/system performance issues, coordinating with internal IT and vendor partners to ensure continuity of service.

• Support radio communications and mobile connectivity tools, including Mobile VPN troubleshooting and coverage analysis.

• Assist with security patching, operating system upgrades, and application deployment in the call floor and MDC environments.

• Perform IT asset management, tracking deployment, assignment, and lifecycle status of call floor and MDC hardware.

• Document work and manage tickets in ServiceNow, following OUC-IT SOPs for incident resolution.

• Participate in system testing, acceptance, and performance monitoring to validate operational readiness of 911/311 platforms.

• Collaborate with external stakeholders and inter-agency teams to ensure technical requirements are met for emergency communications infrastructure.

Minimum Qualifications:

• Bachelor’s degree in IT or a related field, or equivalent experience.

Required Experience:

• Designing, developing, and testing computer systems and components: 6 years (Required)

• IT lifecycle management, performance monitoring, and QA: 2 years (Required)

• IT system security principles and technical documentation: 2 years (Required)

• Research, evaluation, and integration of new technologies: 2 years (Required)

• IT security principles, methods, and tools for IT security & support applications: 2 years (Required)

• Operating systems installation and configuration: 2 years (Required)

• Network standards and network management tools: 2 years (Required)

• Database operations and restoration: 2 years (Required)

• Monitoring system performance & recovering data from backup: 2 years (Required)

• Customer support, problem resolution databases, and troubleshooting: 2 years (Required)

• A+ or Network+ certifications (Highly Desired)

This Job Is Ideal for Someone Who Is:

• Detail-oriented – Ensures mission-critical systems remain secure, stable, and fully operational.

• Calm Under Pressure – Thrives in fast-paced, high-stakes environments supporting public safety.

• Technical and Hands-on – Strong troubleshooting skills across hardware, software, and networking.

• Collaborative – Works seamlessly with IT teams, vendors, and first responders.

• Organized – Manages multiple systems, tickets, and processes efficiently.

The DNA Group maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state, and local laws.