Desktop Support Technician - Public Safety (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. This is technical support work at the full performance level involving the design, implementation, troubleshooting, and maintenance of a variety of computer platforms, operating and monitoring all multi-platform hardware and software, and providing assistance to PC and network/telecommunications systems users. These systems include PC's and PC/LANs, minicomputers, mainframe applications, Computer Aided Dispatch systems, and similar technologies. 

NATURE AND VARIETY OF WORK 
Provides Level 1 and 2 support for public safety security systems, including testing, implementation, and maintenance of computer programs and applications.  

(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.) 

• Provides Level 1 and 2 support for public safety security systems, including testing, implementation, and maintenance of computer programs and applications.  
• This encompasses workstations, mobile devices (MDCs), dispatch software, body-worn camera systems. 
• Tracks and monitors PC problems to ensure a timely resolution for the customer. 
• Enter tickets into the JIRA Service Management, and assist Customers with using the Self Service portal for JIRA called Employee Solutions Center. 
• Technical Support: Determines requirements for applications systems, sharing of files and equipment, and data communications. Installs, configures, upgrades, and troubleshoots hardware, software, data communications and related problems, and assists users. 
• Configures all software parameters for security and operational efficiency. 
• Tests systems for integrity and performance. 
• Troubleshoots, diagnoses, and resolves computer problems in both network/telecommunications and stand-alone nvironments. Provides technical support for multiple computer platforms, applications, and operating systems. 
• Advises, trains, and assists users on optimum use of equipment and ensures installation of desktop hardware and software in accordance with technical standards. 
• Tests hardware and software for integrity and performance.  
• Diagnoses and resolves computer and network system problems. 
• Determines correct computer application and analyses routines thoroughly to ensure that the computer software program will produce the intended product. 
• Reviews, prepares and migrates all legacy and web system application systems and all associated documentation from development environments into production environments. 
• Monitors and ensures the integrity and validity of all production environments.  
• Provides input regarding the development of information technology divisional policies, standards, and procedures governing computer operations quality assurance and security administration functions.  
• Provides user training and documentation for the use of hardware and desktop applications. 
• Assists with the creation and maintenance of documentation of standard procedures and policies of OIT and the Help Center as related to PC set up, 
• installation, and problem diagnosis. 
• Sets up and installs personal computers and peripheral equipment.  
• Rebuilds existing PCs in order to upgrade or otherwise improve and enhance performance of the PC. I
• ndependently diagnoses desktop computing problems. 
• Ensures system security consistent with county policies and procedures.

• 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. 
• Knowledge of micro, mini and personal computer hardware and software and of system setup and troubleshooting same.
• 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.
• 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). 
• 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. 
• Skill level in the use of spreadsheets, word processing, graphics, communications, data base management systems, and integration of data between diverse systems. 
• Ability to use and interpret technical manuals. 
• Ability to install IS components, install and test software. 
• Ability to understand and apply basic quality assurance and computer/network security practices and departmental Information Technology security policy and standards. 
• Ability to work with and provide assistance and training to non-technical staff-clerical, and professional and managerial. 
• Ability to effectively communicate in verbal and written form. 
• Ability to work independently, and follow standard operating procedures and departmental policies and standards. 
• Ability to communicate effectively, both orally and in writing. 
• Ability to apply policies, standards and procedures in the absence of information technology management.

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. 

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. 

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.

NOTE: This position will require a complete criminal background and driving record check to comply with CJIS requirements. 

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. 

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.

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.

Preference will be given to:
 1) Experience with Google Suite 
2) Public (Government) Sector Experience 
3) Work experience and knowledge of CJIS Security Policy and HIPAA/Medicaid compliance requirements and best practices 
4) Work experience and knowledge of systems like Computer-Aided Dispatch (CAD)
5) Work experience within a Public Safety/Law Enforcement Agency