PSAP (911) Field IT Technician

Are you inspired by the idea of supporting our nation’s critical infrastructure and securing communications for first responders, utilities, and transportation?

Are you an independent, self-motivated individual contributor also capable of rolling up your sleeves and supporting your teammates when unexpected challenges arise?

Company Overview
Eastern Communications, Ltd. is a critical communications provider based in Long Island City, Queens, NY. Founded in 1976, and acquired from original ownership in 2020, Eastern provides infrastructure, technical services, field replacement parts, and maintenance to a range of end users including public safety, transportation, utilities, and the federal government. The company has earned its exceptional reputation for delivering the highest quality products and services over its 40 year history. In February 2023, Eastern acquired Marshalltown, Iowa-based RACOM corporation, and now comprises 200 employees across 16 locations nationwide.

Role Overview
RACOM’s 911 Service Group is a vital team of field technicians who install and manage statewide Zetron’s Max Call Taking Next Generation 9-1-1 system for the state of Iowa in partnership with Zetron. To date, more than 80 of Iowa’s Public Safety Answering Points (PSAPs) that use the statewide system are supported by RACOM’s 911 Service Group. As a 911 Service Group Technician you will be responsible for installing, configuring, and maintaining a wide range of specialized equipment and systems and ensuring they meet operational requirements and safety standards. Your expertise will contribute directly to the functionality, efficiency, and safety of equipment used to serve and protect our communities.

Duties And Responsibilities Include

• Install specialized equipment on-site to setup 911 call taking capabilities
• Diagnose and repair equipment/systems
• Respond promptly to customer needs in a positive, supportive and timely manner
• Conduct end-user training
• Maintain concise and accurate documentation of service calls and work performed
• Communicate job progress to supervisor & customer
• Create comprehensive plans to complete service orders determining materials and resources required for the job
• On-Call customer support
• Some travel will be required to customer sites for surveys and installations
  
  
  
  
  

Basic Role Requirements

• Associate's degree in Electronics or a related field, or several years of comparable technical experience
• Knowledge of basic electronics
• Excellent diagnostic and troubleshooting skills, specifically with Windows PCs
• Positive attitude and desire to provide outstanding customer service
• Written and verbal communication skills
• Ability to work independently and as part of a team
• Clean driving record and valid driver's license
• Candidate must pass a background check
  
  
  
  
  

Preferred Qualifications Or Experience

• Experience with installing and troubleshooting 911 call taking systems including SIP trunking and PBX systems preferred
• Experience with installing and troubleshooting Windows 10 and Windows 11 operating systems
• Experience with software diagnostic tools such as PuTTY and Wireshark
• Proficiency with the use of test equipment such as telephone simulators, service monitors, and digital multimeter
• Familiarity with Microsoft Office product suite
  
  
  
  
  

What We Can Offer You

• Competitive salary with growth potential
• Health, dental, and vision insurance
• Paid Parental Leave
• 401k with up to 3% match
• Paid holidays, vacation, and sick days
• Ongoing technical training
• Advancement opportunities
• Safe, clean, and friendly work environment
  
  
  
  
  

If you are a talented and experienced 911 Technician who is looking for a challenging and rewarding opportunity, we encourage you to apply.