IT Services Tier II (PT Support)
CloudAI Technologies
Dice Job Match Score™
👾 Reticulating splines...
Job Details
Skills
- IT support
- Tier II
- MDC
- radio communications
- dispatch operations
- stakeholders
- Mobile VPN
- 911
- 311
Summary
The Tier II technician provides direct technical support for the District’s 911 and 311 call floors, per OUC’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 MDC division 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.
Shift times: 6 AM - 4 PM; 2 PM - Midnight; 10PM - 8 AM.
- 1. Provides Tier II IT support for 911 and 311 call floor operations, including troubleshooting workstations, testing software updates, resolving system glitches, and assisting users.
2. Supports MDC division operations, including imaging, processing client support requests, configuring, and maintaining toughbooks, routers, and associated vehicle installations.
3. Provides support and feedback on implementation of IT hardware and application solutions for the call floor and MDC environments.
4. Performs tests, participates in system acceptance procedures, and performance monitoring methods for call floor applications and MDC systems.
6. Provides IT support for Mobile VPN and mobile connectivity tools, including diagnostics, troubleshooting, and coverage analysis.
8. Supports IT asset management by tracking, updating, and maintaining inventory of call floor and MDC hardware, ensuring accurate records of equipment assignment, deployment, and lifecycle status.
9. Uses the ServiceNow ticketing system to open, track, update, and close OUC-IT service tickets in accordance with established processes.
10. Participates in inter-agency coordination to ensure technical requirements for 911, 311, and MDC systems are met.
11. Assists with security patching, operating system upgrades, firewall coordination, and integration of agency software into call floor and MDC environments.
12. Assists in the deployment of new hardware and applications, including installation, configuration, testing, and user support.
13. Performs other duties and responsibilities as required, assigned, or requested.
Minimum Education/Certification Requirements:
Bachelor’s degree in IT or related field or equivalent experience
- Dice Id: 91165126
- Position Id: 8898862
- Posted 5 days ago
Company Info
About CloudAI Technologies
Empowering government agencies through cutting-edge technology, CloudAI is dedicated to modernizing infrastructure with innovative IT solutions. Our mission is to seamlessly integrate advanced technologies, enhance operational efficiency, and pave the way for a more connected and resilient public sector, ensuring a future-ready foundation for government agencies to thrive and serve the community with excellence.
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