IT Services Tier II (PT Support) (Onsite)

Job Title: IT Services Tier II (PT Support) (Onsite)

Location: Washington, DC

Duration: 12+ Months

 Weekend role: 10-hour shifts, 2 days/week.

Job Description:

Experienced IT professional (6–10 yrs) providing Tier II support for critical 311/911 operations—troubleshooting workstations, apps, networks. Supports Mobile Data Computers to ensure field unit connectivity.

The Tier II technician provides direct technical support for the District’s 911 and 311 call floors, per client’s mission to ensure uninterrupted operation of 91/311-critical applications, hardware, and communication systems. The resource troubleshoots and maintains call floor workstations, CAD (Computer Aided Dispatch) and other mission critical 911/311 applications, voice recording systems, and other integrated platforms used by call takers and dispatchers. In addition, the technician supports the client by imaging, configuring, and repairing mobile devices, routers, and tablets deployed in first responder (Fire/Police) vehicles. This role requires monitoring and escalating network and system performance issues, performing software updates and patching, and coordinating with internal IT and vendor partners to resolve incidents quickly, troubleshoot technical issues, and prevent service disruption.

Responsibilities:

• Provides Tier II IT support for 911 and 311 call floor operations, including troubleshooting workstations, testing software updates, resolving system glitches, and assisting users.
• Supports client operations, including imaging, processing client support requests, configuring, and maintaining toughbooks, routers, and associated vehicle installations.
• Provides support and feedback on implementation of IT hardware and application solutions for the call floor and client environments.
• Performs tests, participates in system acceptance procedures, and performance monitoring methods for call floor applications and client systems.
• Supports radio communications, dispatch operations, and network system infrastructure, including routine monitoring, alarm escalation, and coordination with client and external stakeholders.
• Provides IT support for Mobile VPN and mobile connectivity tools, including diagnostics, troubleshooting, and coverage analysis.
• Follows client-IT Standard Operating Procedures (SOPs) for Tier II troubleshooting and daily operations.
• Supports IT asset management by tracking, updating, and maintaining inventory of call floor and client hardware, ensuring accurate records of equipment assignment, deployment, and lifecycle status.
• Uses the ServiceNow ticketing system to open, track, update, and close client-IT service tickets in accordance with established processes.
• Participates in inter-agency coordination to ensure technical requirements for 911, 311, and client systems are met.
• Assists with security patching, operating system upgrades, firewall coordination, and integration of agency software into call floor and client environments.
• Assists in the deployment of new hardware and applications, including installation, configuration, testing, and user support.
• Performs other duties and responsibilities as required, assigned, or requested.

Skills:

·         6-10 yrs. designing, developing, and testing computer systems and components-Required-6-Years

·         Bachelor’s degree in IT or related field or equivalent experience-Required- - 

·         Experience with IT lifecycle management, performance monitoring, and QA-Required-2-Years

·         Experience with IT system security principles and technical documentation.-Required-2-Years

·         Support in the research, evaluation and integration of new technologies-Required-2-Years

·         Experience with IT security principles, methods, and tools utilized for IT security & support applications.-Required-2-Years

·         Experience with operating systems installation and configuration procedures to assist in installing & maintaining the operating system environment.-Required-2-Years

·         Experience with network standards, and network management tools to perform routine network configuration management functions.-Required-2-Years

·         Experience with maintaining database operations and assisting in database restoration.-Required-2-Years

·         Experience monitoring system performance & recovering data from backup in the event of hardware / software failure.-Required-2-Years

·         Experience with customer support, problem resolution databases, and troubleshooting techniques-Required-2-Years

·         A+ or Network+ certifications preferred but not required-Highly desired- -