Technical Services Support Specialist II- Fire & Rescue Services, Technology Services

Howard County:
Conveniently located in the heart of central Maryland between Baltimore and Washington, Howard County offers the charm of a historic past mixed with the excitement of a cosmopolitan community.
 
Howard County Government:
Howard County Government is a leader in innovation, best practices and sustainability. It is consistently ranked as one of the best places to live and work in the country. In 2024, Howard County Government received a record-breaking 63 Achievement Awards from the National Association of Counties (NACo) – the most awards in the state of Maryland, and the fifth highest in the nation, as compared to more than 3000 counties. NACo Achievement Awards are the premier national honor to recognize innovative and transformative programs that provide new services for county residents, improve existing programs, upgrade working conditions, and enhance citizen participation and public policy making. 
 
What are we looking for?
We are looking for outstanding individuals to join our team and contribute to excellence in Howard County operations.
 
What you'll like most about working at Howard County Government:

• We are committed to workplace excellence in every area of County government.  
• We have a highly talented, diverse, and inclusive workplace. Your input will not only be heard, but it will be encouraged!  
• We offer competitive compensation and great benefits including medical, retirement, and wellness programs. 
• As a member of the Howard County Government team, you'll be helping drive our culture and directly impact what makes us an amazing place to work.

POSITION SUMMARY:
Provides technical services and systems support for the Fire & Rescue Services Department.

Under general direction, perform the full range of system design, development, implementation, and maintenance activities related to the County's Fire Department and telecommunication systems. Provide technical advice and support to users of network-based applications. Participate in evaluating and recommending new technologies which enhance and support the Department's business plan and provide technical advice and support to Howard County Department of Fire and Rescue Services (HCDFRS) in the appropriate use of technology. This position requires the ability to make decisions independently, potentially affecting the fire departments network services. Work to support Department of Technology and Communication Services (DTCS) network and cybersecurity initiatives. Support HCDFRS during off-duty hours as on-call support. 

STARTING SALARY HIRING RANGE:
$31.54 - $40.05
$65,603 - $83,304

CLASS DESCRIPTION:
Performs intermediate professional level technology and communication services work under general supervision from an administrative or technical superior. Work includes administering data bases and developing data processing systems and computer programs for user departments; providing intermediate level computer programming, software maintenance and systems design; and writing, updating or revising, and documenting programs. Work also includes interacting with user department personnel; software vendors developing systems performance specifications; and estimating resource requirements based on functional specifications.  

Include the following. Other related duties may be assigned.  

• Assists in managing the HCDFRS Mobile Data Terminal (MDT) Fleet, including inventory, configuration, and troubleshooting.
• Maintains proficiency in communications technology, including GPS and remote monitoring/control software, that keeps the MDT Fleet in contact with CAD.  
• Assists/trains users working with COTS software packages.  
• Maintains Bureau Intranet pages.  
• Hands-on knowledge with PCs, laptops, printers.
• Works with DTCS and Vendors to support HCDFRS web-based products.  
• Maintains network security and anti-virus / anti-malware applications. As directed by DTCS’s current cybersecurity policies.
• Troubleshoots basic Internet networking issues.  
• Conducts problem analysis, resolution, and tracking of user problems, including follow-through escalation procedures.  
• Follow-up and update customer status and information.
• Assists in training users and documenting procedures.  
• Identifies and implements Enterprise-level solutions to IT problems and needs.  
• Ensures Data Integrity and Disaster Recovery capabilities for HCDFRS-controlled systems. 
• Participates in planning and implementation of new IT systems.  
• On-call after-hours for Helpdesk support, including assistance to field units with portable radio needs, MDT functionality and network connectivity, Station Alerting systems, and after-hours notifications to DFRS staff members in accordance with the BOTS After Hours policy.  
• Assist DTCS with applications related to DFRS personnel, including Email and Cloud Services.
• Serves as the primary IT Helpdesk Technician.
• Maintains HCDFRS IT Inventory and Asset Management.
• Administers the in-vehicle cellular and network connectivity devices.
• Work with U.S. Digital Designs (Honeywell) to design, configure and maintain fire station alerting systems for fire stations and during the upgrading of existing alerting systems. 
• Administers Cloud-based solutions (GoCanvas, VMWare, DropBox, HCDFRS Intranet, etc.)
• Assists with administrating ID card issuance and design using HCDFRS’s solution, IDentiCard.
• Configures and maintains Mobile Device Management (MDM) and Remote Monitoring and Management (RMM) solutions for Apple and Windows-based products.
• Administers VPN software in conjunction with HCPD Computer Ops that enables MDTs to communicate with the county network to maintain connectivity with CAD and RMS.

Bachelor's Degree and one (1) year related experience or equivalent combination of education and experience. 

PREFERRED EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES:

• Public safety IT experience.
• Technology or system Help Desk experience.
• Strong interpersonal skills to perform client-focused services.  
• Training or experience with VMWare application delivery.  
• Requires familiarity with major off-the-shelf operating systems and database platforms (Windows 10/11, Mac OS, Apple iOS, Windows Server 2016/2019/2022, MS Office Suite, Office 365, Microsoft SQL Server).  
• Working knowledge of Web server packages, e.g.: IIS, ASP.  
• Working knowledge of Web-based collaboration and publishing technologies, e.g. WordPress, Wiki platforms.  
• Requires familiarity with Network security and anti-virus / anti-malware applications. 
• Familiarity with basic Internet networking principles.  
• Basic knowledge of Fire Department operations.  
• Needs to have good oral and written skills for client interaction and presentations, ability to set priorities and multi-task, project management skills are a must, must be able to work both independently and in a team environment.   

PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• While performing the duties of this job, the employee is regularly required to sit. 

• The employee frequently is required to stand, walk, and talk or hear. 

• Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.  

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• The noise level in the work environment is usually quiet

LANGUAGE SKILLS, MATHEMATICAL SKILLS, AND REASONING ABILITY:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. 

• Ability to write reports, business correspondence, and procedure manuals. 

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.  

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. 

• Ability to apply concepts of basic algebra and geometry.  

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• USDD Certified Installer preferred.
• Utility Rocket Certified Installer preferred.

Salary : $65,603 - $126,277