IT service Support (Tier II) Part Time

Job Description

Job Description

The DNA Group is seeking a Tier II Technician to join our client’s team. This is an exciting opportunity for an individual with hands-on experience in technical support, specifically within the 911 and 311 call floor environment. As a Tier II Technician, you will be responsible for providing direct technical support to ensure the uninterrupted operation of mission-critical applications, hardware, and communication systems for 911/311 services. This role involves troubleshooting workstations, supporting key systems like CAD (Computer Aided Dispatch), and supporting first responder (Fire/Police) vehicles through mobile device configurations, imaging, and maintenance. You will work closely with internal IT teams and external vendors to resolve incidents, perform system updates, and prevent service disruptions.

This position offers significant responsibility, and we are looking for someone who thrives in fast-paced, dynamic environments and is passionate about supporting critical systems that ensure public safety.

Shift Times:

• 6 AM - 4 PM
• 2 PM - Midnight
• 10 PM - 8 AM

Overview Requirements:

1. Provide Tier II IT Support for 911 and 311 call floor operations, including troubleshooting workstations, testing software updates, resolving system glitches, and providing assistance to users.
2. Support MDC Division Operations, including imaging, processing client support requests, configuring, and maintaining toughbooks, routers, and related vehicle installations for first responder vehicles.
3. Offer Support and Feedback on the implementation of IT hardware and application solutions for the call floor and MDC environments.
4. Participate in Testing and Performance Monitoring for call floor applications and MDC systems, ensuring quality and compliance.
5. Support Radio Communications, Dispatch Operations, and Network Infrastructure, including routine monitoring, alarm escalation, and coordination with OCTO and external stakeholders.
6. Provide IT Support for Mobile VPN and mobile connectivity tools, including diagnostics, troubleshooting, and coverage analysis.
7. Follow Standard Operating Procedures (SOPs) for Tier II troubleshooting and daily operations in the OUC-IT environment.
8. Support IT Asset Management by tracking, updating, and maintaining an inventory of call floor and MDC hardware, ensuring accurate records of equipment assignment, deployment, and lifecycle status.
9. Use the ServiceNow Ticketing System to open, track, update, and close OUC-IT service tickets in accordance with established processes.
10. Participate in Inter-Agency Coordination to ensure technical requirements for 911, 311, and MDC systems are met.
11. Assist with Security Patching, Operating System Upgrades, Firewall Coordination, and integration of agency software into call floor and MDC environments.
12. Assist in the Deployment of New Hardware and Applications, including installation, configuration, testing, and user support.
13. Perform Other Duties as required, assigned, or requested.

Required Experience:

• Designing, developing, and testing computer systems and components: 6 years (Required)
• Bachelor’s degree in IT or related field or equivalent experience: 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 utilized for IT security & support applications: 2 years (Required)
• Operating systems installation and configuration procedures (assist in installing & maintaining the OS environment): 2 years (Required)
• Network standards and network management tools to perform routine configuration management functions: 2 years (Required)
• Maintaining database operations and assisting in database restoration: 2 years (Required)
• Monitoring system performance & recovering data from backup in the event of hardware/software failure: 2 years (Required)
• Customer support, problem resolution databases, and troubleshooting techniques: 2 years (Required)
• A+ or Network+ certifications preferred but not required: Highly Desired

This Job Is Ideal for Someone Who Is:

• Detail-Oriented: Able to manage complex troubleshooting tasks with precision, ensuring the stability and functionality of critical systems.
• Proactive: Takes initiative to address potential system issues before they escalate, minimizing disruptions to the call floor operations.
• Collaborative: Works effectively with cross-functional teams, including internal IT teams and external vendors, to achieve system uptime and resolve technical challenges.
• Problem-Solver: Enjoys diagnosing and resolving technical issues quickly and efficiently, ensuring minimal impact on services.
• Technically Skilled: Has hands-on experience with IT systems, applications, and hardware, with a deep understanding of call floor and MDC environments.
• Adaptable: Comfortable working in a high-stakes, fast-paced environment where priorities may shift quickly.
• Mission-Driven: Motivated to support systems that play a crucial role in public safety, ensuring first responders and call floor personnel have the tools they need to succeed.
• Customer-Focused: Recognizes the importance of end-user support, prioritizing customer satisfaction and smooth operations.