9-1-1 Tech Support Specialist

9-1-1 Technical Support Specialist

Starting Compensation: $52,894.40/Annually

Find job security and stability alongside a growing community and a team that supports you. Level up your career through a large network and specialty training.

If you're passionate about making a difference, apply today to join us in serving the community!

Job Description:

Job Summary

• The 9-1-1 Technical Support Specialist is responsible for providing technical assistance, maintenance, and troubleshooting support for 9-1-1 systems and related communication technology.
• This role ensures the uninterrupted operation of critical emergency response systems, including telephony, CAD (Computer-Aided Dispatch), radio communications, and network infrastructure.

Reporting Relationships

• Operations Manager - 9-1-1 DPS Technology Division

Essential Job Functions

• System Monitoring and Troubleshooting: This person will monitor 9-1-1 telephone and radio systems to ensure optimal performance and immediate response to any technical issues. They will diagnose and troubleshoot issues with communication hardware, software, and network connections, applying quick fixes or escalation procedures as necessary to reduce system down time. They will conduct routine tests of emergency communications systems to verify proper functionality and reduce the likelihood of service interruptions. This person will serve as an on-call technical in a regular rotation.
• Installation, Maintenance, and Repairs: The technician will install, configure, and maintain communication systems, including the 9-1-1 phone system, P25 radio system, radio tower sites, shelters and compounds and all networked devices. They will perform regular maintenance and updates to both hardware and software to ensure that systems meet operational standards and manufacturer specifications. The technician will coordinate repairs with vendors and service providers, as required, ensuring timely completion of all repair work.
• System Updates and Compliance: This person must stay current with updates and advancements in 911 and radio technology to ensure compliance with federal, state, and local regulations. Implement system upgrades and patches in a manner that minimizes disruption to emergency services. They will be responsible to ensure compliance with regulatory standards, including security, privacy, and 9-1-1 emergency telecommunication protocols.
• Data Management and Reporting: Maintain records of system performance, issues, repairs, and maintenance tasks to support analytics and identify areas for improvement. Generate reports detailing system uptime, incident response times, and equipment reliability. Support data management and reporting efforts for audits and regulatory reviews.

Other Specific Tasks or Duties

• Technical Support and User Training: Provide technical support to dispatchers, emergency responders, and other users, addressing questions related to communication systems and troubleshooting issues as they arise. Conduct training sessions for staff on the proper operation of 911 and radio systems, focusing on new equipment, software updates, and best practices.
• Emergency Preparedness: Participate in emergency management drills and prepare the communication systems for increased demand during emergencies. Serve as a technical resource in emergency operations, providing support for communication systems and ensuring the continuity of emergency communications.

Minimum Qualifications

• Associate's degree in information technology, Electronics, Telecommunications, or a related field; Any equivalent combination of training and experience which affords the applicant the opportunity to have gained the knowledge, skills and abilities to successfully carry out the duties of this position
• Minimum of 2 years of experience with 911 communications systems, radio technology, or similar technical support roles.

Knowledge, Skills and Abilities

• Proficiency with VoIP telephone systems, 9-1-1 radio networks, and related telecommunications hardware and software.
• Experience with systems from Tait, Zetron, Kenwood, Motorola, or similar public safety communication providers.
• Familiarity with 9-1-1 emergency communication protocols and regulations.
• Excellent problem-solving skills and attention to detail.
• Ability to work under pressure and respond to emergency situations effectively.
• Strong communication skills and the ability to work collaboratively across county departments.
• Ability to grasp instructions. Sound knowledge of geographic locations in Lancaster County.
• Ability to work efficiently at heights greater than 10 feet above ground level.
• Ability to be knowledgeable and competent in the application of all-applicable safety practices and codes in the performance of duties.
• May be required to work outside of normal business hours to attend meetings or in an emergency situation.

Required Licenses/Certifications/Clearances

• Preferred Certifications: Certifications in electronics, telecommunications, or related areas (e.g., CompTIA Network+, FCC General Radio Telephone Operator License).
• Must maintain a valid Pennsylvania Class "C" operator's license.
• Must complete PA State Police Criminal background check and PA HHS Child Abuse Clearance.
• Must consent and pass a drug screening.

Physical Requirements/Work Environment

• Ability to work flexible hours, including nights, weekends, and holidays, as needed.
• Requires sitting, standing, and walking for extended periods. May require lifting equipment weighing up to 50 pounds.
• Travel to remote sites for system installations or repairs is required. Employees in this class must be able to communicate, sit, stand, walk, reach and twist frequently.
• Employee must be able to pull, push, kneel and squat occasionally.

The County of Lancaster offers comprehensive benefits to our employees. Read more about our benefits here. Lancaster County Government provides Equal Employment Opportunity for all persons regardless of race, religion, age, sex, national origin, genetic information or disability. The County also observes all applicable laws regarding Veterans status. The County reflects this action in all areas of employment and compensation practices and policies. Employment with the County is based upon the ability to perform the job as well as dependability and reliability once an individual is hired.