IT Support Technician Tier II

Job Summary:

The OUC IT Services Tier II (PT Support) technician is an experienced IT professional responsible for providing Tier II technical support for critical 911 and 311 call floor operations. This role involves troubleshooting and maintaining workstations, mission-critical applications, and communication systems to ensure uninterrupted service. Additionally, the technician supports Mobile Data Computers (MDC) used by first responders by imaging, configuring, and repairing mobile devices. This part-time position requires working weekend 10-hour shifts to maintain operational readiness and system integrity. Responsibilities:

• Provide Tier II IT support for 911 and 311 call floor operations, including troubleshooting workstations and software issues.
• Support MDC division by imaging, configuring, and maintaining mobile devices, routers, and vehicle installations.
• Test and assist in the implementation of IT hardware and application solutions for call floor and MDC environments.
• Monitor system performance, participate in acceptance testing, and escalate alarms or network issues as needed.
• Support radio communications, dispatch operations, and network infrastructure coordination with internal and external stakeholders.
• Perform diagnostics, troubleshooting, and coverage analysis for Mobile VPN and mobile connectivity tools.
• Follow established SOPs for Tier II troubleshooting and daily IT operations.
• Manage IT asset inventory for call floor and MDC hardware, maintaining accurate lifecycle records.
• Use ServiceNow ticketing system to document and track support requests and incident resolution.
• Participate in inter-agency coordination to meet technical requirements for 911, 311, and MDC systems.
• Assist with security patching, OS upgrades, firewall coordination, and software integration.
• Deploy new hardware and applications including installation, configuration, testing, and user support.
• Perform other duties as assigned to support uninterrupted call floor and MDC operations.

Required Skills & Certifications:

• Bachelor s degree in IT or related field, or equivalent experience.
• 6-10 years of experience designing, developing, and testing computer systems and components.
• Experience with IT lifecycle management, performance monitoring, and quality assurance.
• Knowledge of IT system security principles, technical documentation, and support applications.
• Experience with operating system installation and configuration procedures.
• Familiarity with network standards and management tools for routine network configuration.
• Experience maintaining database operations and assisting with database restoration.
• Ability to monitor system performance and recover data from backups after failures.
• Proven customer support skills, problem resolution, and troubleshooting techniques.

Preferred Skills & Certifications:

• A+ or Network+ certifications are highly desired but not required.

Special Considerations:

• Must adhere to strict absence policies requiring prior approval for absences over two weeks.
• Role involves supporting critical emergency communication systems requiring high reliability.
• Must comply with all IT security protocols and operational procedures.
• Use of ServiceNow ticketing system and coordination with multiple internal and external agencies is mandatory.

Scheduling:

• Part-time weekend role consisting of 10-hour shifts, 2 days per week.
• Typical shift hours are from 2 PM to Midnight.