Desktop Support Technician

Job Title

This position is responsible for providing support for the following systems within the PSC applications portfolio including computer aided dispatch (CAD), police and fire records management (RMS), messaging systems, radio, 911 phone and fire house alerting system FHAS) equipment.

Support includes application issue-analysis, troubleshooting, resolution, system configuration, managing security and permissions, and providing assistance and training to end users. Incumbent in this position is required to exercise regular independent judgment. A high degree of independent judgment is required for making decisions. There will be instances where policies, procedures, rules, and regulations do not exist for all situations that may be encountered. Incumbent in this position is on call 24-hours a day. Position reports to the Manager, Application Support.

The purpose and mission of the Metropolitan Emergency Services is responsible for providing answering and dispatching of emergency teams to the metropolitan areas of the City and County of Indianapolis. The agency is able to do this by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the constituents of Indianapolis and Marion County.

Position Responsibilities

• Addresses system or equipment issues reported by customers in person or over the telephone
• Responsible for investigating system or equipment complaints reported by customers
• Monitors the radio and microwave alarm system, determines, and instates the proper course of action
• Maintains equipment inventory and service logs
• Coordinates vendor provided service repairs to maintain inventory and security of spare radios and peripheral equipment and ensures the proper and timely maintenance of all radios, computers, and related equipment
• Performs installs, adds, moves, and changes for all distributed computing technologies both independently and under the direction of our customers
• Uses computers with Motorola Radio Service Software to change and program the personalities of portable and mobile radios to comply with each user's and user agency's needs
• Uses local assignment system software package to create and store the database for field units to include the unit serial number, unit ID, the talk group configuration for the system and each field unit and the features enabled on each unit
• Provides diagnostic services, programs radios as required and maintains radio database
• Maintains logistical control of special event and tactical radios and receives and inventories both radios submitted for repair and radio designated as replacements
• Investigates operational complaints from the public safety and public service field radio users
• Configures field radio equipment as required to meet the needs of the individual users and their agencies
• Installs, maintains, and modifies distributed computing system software and files as needed and maintains system security and integrity with network software and regular system file backups
• Performs troubleshooting for all distributed computing technologies
• Sets up, configures, and supports distributed computing and network devices
• Develops and maintains desktop systems, applications, security, and network configurations
• Assists with process improvement efforts for help desk and distributed computing
• Recommends upgrades, patches and new applications and equipment
• Provides technical support and guidance to users. Installs new software releases and system upgrades
• Performs system backups and recovery and responds to telephone calls, emails, and personnel requests for technical support
• Assists with the research, recommendation, and implementation of new tools to support help desk and distributed computing functions
• Provides distributed computing training to staff and users and assists in installing, configuring, and maintaining personal computing hardware and software
• Provides support for the incident command vehicles to include technical and systems operations and driver support for public safety incidents

Must maintain confidentiality at all times

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time

Qualifications

Minimum Job Requirements and Qualifications

Associate degree in Computer Science, Information Technology, or a related field and two (2) years of general computer installation, maintenance, and repair experience or, five (5) years' experience with computer operations, maintenance, and repair experience, help desk support or personal computers including software installation and troubleshooting in a customer service driven environment. Proven ability to self-motivate and be initiative-taking. Requires excellent intrapersonal communication and facilitation, independent judgment, and proven problem-solving abilities. Excellent oral and written communications when dealing with customers in a professional manner. Ability to define complex problems, analyze and recommend action. Must be professional, courteous, and able to work in an energetic environment. Must have experience with Microsoft office.

Preferred Job Requirements and Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field and one (1) year of general computer installation, maintenance, and repair experience with computer operations, maintenance, and repair experience, help desk support or personal computers including software installation and troubleshooting in a customer service driven environment. Prefer working experience and knowledge in electronic technology and computer systems Proven ability to self-motivate and be initiative-taking. Requires excellent intrapersonal communication and facilitation, independent judgment, and proven problem-solving abilities. Excellent oral and written communications when dealing with customers in a professional manner. Ability to define complex problems, analyze and recommend action. Must be professional, courteous, and able to work in an energetic environment. Must have experience with Microsoft office.

Working Conditions

Essential functions are regularly performed in an office setting without exposure to adverse environmental conditions.

Physical Conditions

1. Sitting at a desk the majority of the day
2. May have to drive to other locations and requires a valid driver's license
3. Some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10) pounds
4. Tasks may involve extended periods of time at keyboard or workstation
5. Tasks require the ability to perceive and hear sounds and see visual cues or signals
6. Tasks require the ability to communicate orally

Equal Employment Opportunity

The City of Indianapolis Marion County is an equal opportunity employer . All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.