Job Description
This class is the fifth level in a seven-level Information Technology series devoted to providing information technology application, network and user support, management and security. Manages the operations, function, maintenance, and enhancement of specialized department computer systems in a mission critical public safety. Coordinates all vendor and customer support efforts for Central Square, Computer Aided Dispatch System (CAD) and leads and directs special projects as assigned. The CAD Administrator is responsible for promoting new technology and supporting all existing CAD technology.
Anticipated Hiring Range: $62,000 – $78,000 (promotional range may vary)
Duties and Responsibilities
Handles L1 – L2 issues reported with applications support including, but not limited to, the following:
- Receiving calls, emails and web-tickets for end users and other agencies’ service/help desks
- Creating incident tickets or service request tickets, logging all pertinent Information
- Tracking and classifying incoming incidents or service requests and attempting initial solutions
- Providing initial assessment of categorization and prioritization for reported incidents and service requests.
- Providing initial support, targeting a higher level of first contact resolution
- Ensuring Incidents and service requests are properly escalated and assigned to appropriate support groups
- Configuring, implementing, and maintaining the Central Square CAD system to maintain efficient operation and to prepare for future growth.
- Provides emergency on-call support on a rotating schedule.
Typical Qualifications
Education and Experience
Associate’s degree in computer science, information technology or directly related field and four years of related technology support experience. Bachelor’s degree preferred.
OR
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.
Knowledge of:
- The principles and practices of customer service to develop and maintain a high level of customer satisfaction with the services delivered by the department
- Demonstrated in-depth knowledge of Computer Aided Dispatch systems and 911-related system operations
Skill in:
- Planning and performing upgrades, enhancements, and updates to software platforms.
- Documenting enhancements, changes, and improvements to our systems
- Integrating third-party systems with current applications
- Excellent verbal and written communication skills
- Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction
- Understanding principles of supporting both hosted and on-premise applications
- Training and instructing on the use of computer systems
- Providing operational and user support for various applications
Licensing/Certifications
- Valid North Carolina Class C Driver’s License with a satisfactory driving record.
- DCI/NCIC Certification.
Highly qualified candidates will possess the following education and experience:
- Bachelor’s degree in computer science, information systems management or a related field
- Experience including technical support in an environment with multiple systems
- Familiarity with Geographic Information Systems (GIS) concepts and ESRI-based software
- 2 years of SQL 2016 administration
- 1 year of Central Square CAD experience
- 2 years of Windows and Windows server experience
- 1 year of Active Directory experience
- 1 year of data backups
- 1 year of LAN/WAN connectivity management
Preferred certifications include:
- Windows 10
- SQL/Windows server administration 2016
Additional Information
ADA and Other Requirements:
Positions in this class typically require: stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, seeing and repetitive motions.
Medium Work:
Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Working Conditions:
Work is performed in both the field and in an indoor office environment with frequent exposure to hazardous physical conditions (such as mechanical parts, electrical currents, vibration, etc.); frequent exposure to atmospheric conditions (such as fumes, odors, dusts, gases, poor ventilation, etc.); moderate exposure to hazardous materials (such as chemicals, blood and other body fluids); frequent exposure to environmental conditions (such as disruptive people, imminent danger, or a threatening environment); frequent exposure to extreme temperatures, inadequate lighting and movement restrictions; and moderate exposure intense noise or travel.