Public Safety Technical Support Specialist

DUTIES AND RESPONSIBILITIES: Under the direction of the Manager of Public Safety Technical Support, the Public Safety Support Technician responsibilities include establishing a strong customer service focus and providing a high level of technical support to all PSIT users (Police, Fire, Emergency Communications employees). This role will use the PSIT work order/ticketing system to triage, classify, document, prioritize, and escalate work orders according to PSIT policies and procedures. Work collaboratively with a team of professionals as well as participate in quarterly meetings and other team meetings. The ideal candidate will possess a creative and adaptive approach to problem solving. Public Safety Technical Support Specialist employees must also process technology product requests for quotes, may manage the purchasing / receiving process for specified projects and supplies. Responsibilities include understanding and adhering to Police, Fire, Emergency Communications Department and PSIT standards, policies and procedures, as well as customer service and best practices of end user support. Public Safety Technical Support Specialist fulfills employee requests, researches and analyzes issues, recommends the best course of action on resolving issues, and carries out associated tasks to resolve issues. Position is also responsible for making independent decisions within the context of representative duties and primary job focus and scope. The Public Safety Technical Support Specialist uses judgment in identifying issues, analyzing proposed solutions, and developing recommendations which support management decisions, the Police, Fire, Emergency Communications Department missions, and the best interest of supported employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for supporting 400 hardware related systems
• Dispatching service requests and incidents which includes: triage, classification, and prioritization.
• Set up new employee accounts and computers.
• Repair and provision technical equipment.
• Update and maintain self-service/knowledge base documentation.
• Repair and troubleshoot software applications and services.
• Assist employees with questions and technology service requests.
• Process security change requests in accordance with policies.
• Maintain and manage a library of loanable technology.
• Restore files and data for employees.
• Maintain technical proficiency in computer software, hardware tools, and business process.
• Provide information and assistance to end users.
• Participate in Public Safety Special Events.
• Participate in on-call rotation.
• Maintains hardware inventory.
• Install business related computer hardware & software.
• Ensures timely completion and follow-up of all support calls.
• Performs video exports for the Districts Attorney’s Office as requested.
• As needed or requested, assists Public Safety with special projects.
• As needed or requested, develop written guidelines and training documentation for support problem.
• As needed or requested, communicates with technical and database support personnel for problem referral and escalation.
• Other duties as assigned within the scope of responsibilities and requirements of the job.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Skills in performing routine hardware maintenance and troubleshooting on various computers, monitors, printers, scanners, etc.
• Basic knowledge of hardware components and how they relate relevant to Local Area Networks (LANs) and Wide Area Networks (WANs).
• Knowledge of PC and Server hardware support, software applications design, and networks.
• Knowledge and working experience with various technology systems / infrastructure.
• Ability to conceptualize the role of technology across the city, and its relationship in the implementation of other City programs.
• Knowledge of and compliance with City confidentiality requirements.
• Ability to consistently demonstrate sound ethics and judgment.
• Ability to communicate effectively (orally, graphically, and in writing) with citizens, contractors, vendors, and City staff to facilitate the successful completion of representative duties and other assigned tasks.
• Ability to communicate with end users to determine actual needs; ability to evaluate whether proposed solutions will meet those needs.
• Familiarity with SCCM, TrackIT, Lansweeper, M365 & AD Manager

MINIMUM REQUIREMENTS:

• Bachelor’s degree in computer science or information systems preferred or equivalent combination of education, experience, and training.
• Two (2) years of experience performing technical support duties.
• Experience troubleshooting Windows desktop operating systems, Microsoft Office suite, and network connectivity issues.
• Valid Massachusetts Driver’s License.
• Ability to pass a Gun Safety Class and CPR within six months of employment.
• Technical certifications are highly desirable: CompTIA A , Network , Security
• TIL certifications are highly desirable.

PHYSICAL DEMANDS:

Ability to access, input and retrieve information from a computer. Ability to answer phones and maintain multiple files and able to lift a minimum of at least 10 pounds. Ability to travel throughout the City of Cambridge to various meetings, etc. Reasonable accommodations may be made to enable individuals with disabilities to perform essentials functions.

WORK ENVIRONMENT:

Standard office environment. Fluorescent lighting and air conditioning. Moderate noise level. This position may be eligible for hybrid work under the City’s Telework Policy, depending on operational needs.

SUMMARY OF BENEFITS:

Competitive benefits package including:

• Competitive health, dental, and vision insurance
• Vacation and Sick leave eligible
• Sick Incentive Pay Eligible
• 3 Personal days
• 14 Paid Holidays
• Management Allowance, $2700 year
• City employee transportation benefits (T-Pass reimbursement, Bluebikes membership, EZRide Shuttle)

REQUIRED DOCUMENTS:

Please upload the below documents to complete your application:

• Resume
• Cover Letter