Public Safety Information Technology Technician (Information Systems Support Specialist)

This position announcement will be used to fill a full-time, permanent Information Systems Support Specialist, Desktop Support Technician vacancy assigned to Public Safety Agencies in the Office of Information Technology with Anne Arundel County.&nbsp;<br><br><span style="color: inherit; font-style: normal; text-indent: 0">Public Safety IT Desktop Technicians provide Tier 2 support for hardware, software, and networks across agencies like Police, Fire, Detention Centers, and Courthouses. They ensure the reliability of mission-critical systems through the following core duties: providing hands-on and remote troubleshooting for desktops, mobile systems, peripherals, and A/V equipment; managing new setups, PC refreshes, software installations, and security updates to protect sensitive data; resolving help desk tickets, maintaining hardware inventory, and documenting issues for timely resolution; and training personnel and maintaining connectivity for LAN-based and mobile systems used in emergency response. A strong understanding of the 24-hour structure and ensuring systems remain operational at all times.</span><br><br>NATURE AND VARIETY OF WORK&nbsp;<br><span style="color: inherit; font-style: normal; text-indent: 0">Provides Level 1 and 2 support for public safety security systems, including testing, implementation, and maintenance of computer programs and applications. &nbsp;</span>(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)&nbsp;<br><br><span style="color: inherit; font-style: normal; text-indent: 0">Responsibilities include:</span><ul><li><span style="color: inherit; font-style: normal; text-indent: 0">Tracking and monitoring PC problems to ensure timely resolution for customers.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Entering tickets into the JIRA Service Management system.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Assisting customers with the Employee Solutions Center (Self Service portal for JIRA).</span></li></ul><span style="color: inherit; font-style: normal; text-indent: 0">Technical Support Duties:</span><br><ul><li><span style="color: inherit; font-style: normal; text-indent: 0">Determining requirements for application systems, file sharing, equipment, and data communications.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Installing, configuring, upgrading, and troubleshooting hardware, software, and data communications.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Configuring all software parameters for security and operational efficiency.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Testing systems for integrity and performance.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Troubleshooting, diagnosing, and resolving computer problems in both network/telecommunications and stand-alone environments.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Providing support for multiple computer platforms, applications, and operating systems.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Advising, training, and assisting users on the optimum use of equipment.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Ensuring installation of desktop hardware/software meets technical standards.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Reviewing, preparing, and migrating all legacy/web application systems and documentation from development into production environments.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Monitoring production environments for integrity and validity.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Providing input on IT policies, standards, and procedures for operations, quality assurance, and security administration.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Providing user training and documentation for hardware and desktop applications.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Assisting with the creation and maintenance of OIT/Help Center documentation and procedures related to PC setup, installation, and troubleshooting.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Setting up and installing PCs and peripherals.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Rebuilding existing PCs to improve performance.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Independently diagnosing desktop computing problems.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Ensuring system security is consistent with county policies and procedures.</span></li></ul><br>KNOWLEDGE, SKILLS, AND ABILITIES<ul><li>Knowledge of computer science principles and practices, including knowledge of relational data base systems, structured design and programming, data communications, quality assurance, information technology security and knowledge-based systems.&nbsp;</li><li>Knowledge of micro, mini and personal computer hardware and software and of system setup and troubleshooting same.</li><li>Knowledge of PC LAN system design and operation. Knowledge of a variety of office automation systems. Knowledge of the organization and operation of business department to which assigned or the ability to rapidly acquire such knowledge.</li><li>Knowledge of Quality Assurance and Information Technology security principles and practices. Knowledge of source and object code library management systems (e.g. Panvalet), and Web application developers (e.g. WebSphere) and JCL (Job Control Language).&nbsp;</li><li>Skill in migrating and implementing application software from a development stage to a production stage. Skill in developing and maintaining operational documentation for production applications and processes for use by non-technical and technical staff.&nbsp;</li><li>Skill level in the use of spreadsheets, word processing, graphics, communications, data base management systems, and integration of data between diverse systems.&nbsp;</li><li>Ability to use and interpret technical manuals.&nbsp;</li><li>Ability to install IS components, install and test software.&nbsp;</li><li>Ability to understand and apply basic quality assurance and computer/network security practices and departmental Information Technology security policy and standards.&nbsp;</li><li>Ability to work with and provide assistance and training to non-technical staff-clerical, and professional and managerial.&nbsp;</li><li>Ability to effectively communicate in verbal and written form.&nbsp;</li><li>Ability to work independently, and follow standard operating procedures and departmental policies and standards.&nbsp;</li><li>Ability to communicate effectively, both orally and in writing.&nbsp;</li><li>Ability to apply policies, standards and procedures in the absence of information technology management.</li></ul>Two years of course work with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; two (2) years experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software.&nbsp;<br><br>Note: Two (2) years of course work with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; may be substituted on a year-for-year basis with additional years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software for a combined total of four (4) years of education and experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. These four (4) years must still be supplemented by coursework or certification in computer system administration or a related field.&nbsp;<br><br>Note: Two (2) years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software, may be substituted on a year-for-year basis with additional years of education in information technology or related degree program for a combined total of four (4) years of education and technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. These four (4) years must still be supplemented by coursework or certification in computer system administration or a related field. A year of education shall be defined as two (2) full-time semesters or 30 credit hours.<br><br>NOTE: This position will require a complete criminal background and driving record check to comply with CJIS requirements.&nbsp;<br><br>NOTE: Two years of course work with an AA certificate is defined as an Associate's Degree or higher. Related IT degrees such as a Bachelor's, Master's, or PHd should also indicate "Yes" to meeting this requirement.&nbsp;<br><br><span style="color: inherit; font-style: normal; text-indent: 0">NOTE: Accredited University or College is the recognition from an accrediting agency that an institution maintains a certain level of educational standards. The U.S. Department of Education maintains a database of accrediting agencies it recognizes for schools within the United States.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">For a University or College outside the United States, the applicant must provide documentation of accreditation and educational equivalency, which can be accomplished through a credential evaluation service. Applicants with a foreign degree must provide this documentation upon the close of the announcement.</span><span style="color: inherit; font-style: normal; text-indent: 0">Preference will be given to:</span><br><span style="color: inherit; font-style: normal; text-indent: 0">&nbsp;1) Experience with Google Suite&nbsp;</span><br><span style="color: inherit; font-style: normal; text-indent: 0">2) Public (Government) Sector Experience&nbsp;</span><br><span style="color: inherit; font-style: normal; text-indent: 0">3) Work experience and knowledge of CJIS Security Policy and HIPAA/Medicaid compliance requirements and best practices&nbsp;</span><br><span style="color: inherit; font-style: normal; text-indent: 0">4) Work experience and knowledge of systems like Computer-Aided Dispatch (CAD)</span><br><span style="color: inherit; font-style: normal; text-indent: 0">5) Work experience within a Public Safety/Law Enforcement Agency</span>