Computer Aided Dispatch Administrator

Mission Critical Partners•Houston, TX

19d•Hybrid

About The Position

We are seeking a Computer Aided Dispatch (CAD) Administrator to manage and work with our client’s CAD and serve as a single point of contact for all vendor-furnished software, communications or other interfaces, configuration and general support issues. The role requires a client-focused professional committed to success by embracing and living our core values of Persistence, Integrity, Trust, Accountability and Prudence . LOCATION Houston, TX Hybrid role requiring onsite presence around 25% of the time REQUIRED EXPERIENCE Experience with Peraton (formerly Northrop Grumman) Altaris™ CAD Systems EXPECTATIONS Provide setup, configuration, backups, performance and general CAD systems administration duties Provide technical expertise, oversight, and technical management of the client's CAD system Change and customize user configurable forms within the CAD software Monitor and adjust CAD system parameters and CAD systems operations for peak performance In addition to system administration tasks, the individual also provides a conduit for the flow of information between the vendor and the client Develop and maintain systems support procedures as needed Manage the CAD security and access to the systems per client instructions and security plan Perform the first level of CAD diagnostics for failures, identifying hardware or software problems, and identifying issues between CAD and third-party vendor interfaces and integrations Ensure that reported incidents/problems are documented, analyzed, validated, and escalated (when necessary) and followed through to resolution. Document any system anomalies for inclusion into periodic site reports as requested Perform routine, daily operational tasks applicable to systems operations, administration and management such as checking status of interfaces and remote connections, purging system log files, checking database size and archiving data, Install and administer operating systems software as it relates to the use of CAD, or utilities and service packs as purchased from the vendor to maintain the system Complex issue troubleshooting and resolution Perform the scheduling and administration of the CAD server backups and recovery of data and CAD configuration files per client's guidelines Support for disaster recovery testing Work closely with other technical staff to oversee Geographic Information System (GIS) mapping, server / storage hardware and/or network infrastructure maintenance, troubleshooting and/or updates. Assist client training staff in development of workflows, operating procedures to improve dispatcher efficiency or deploy new functionality Assist the client's GIS mapping staff in deploying new map data and files onto both the test live CAD systems Train client’s technical staff for backup systems administration duties via hands on, regular-work apprenticeships Manage CAD system problems with immediate communications to the vendor and access to internal developers, systems engineers and hardware professionals Provide the interface to the vendor product development process to promote future software features to enhance site operations Provide the interface with vendor’s second-level engineers and software implementation engineers to expedite on-site support and answer complex system questions or configuration issues Attend and participate in meetings with Houston Information Technology Services (HITS) and other stakeholders as required Support the City in the migration to a new CAD solution

Requirements

Experience with Peraton (formerly Northrop Grumman) Altaris™ CAD Systems
A Bachelor’s Degree in IT, Computer Science, Engineering, Management Information Systems or a related field, or an equivalent combination of education, experience and training that totals four (4) years
Minimum five (5) years of progressively responsible experience in Public Safety systems implementation and integration, including experience successfully implementing, developing, process re-engineering and supporting operations of CAD and related systems
Exemplary communications, both oral and written.
Writing for proposals, presentations, and technical reports.
Exceptional listener.
Understanding client goals and how they measure success
Valid Driver’s License with the ability to drive to client locations and MCP Regional offices

Responsibilities

Provide setup, configuration, backups, performance and general CAD systems administration duties
Provide technical expertise, oversight, and technical management of the client's CAD system
Change and customize user configurable forms within the CAD software
Monitor and adjust CAD system parameters and CAD systems operations for peak performance
Develop and maintain systems support procedures as needed
Manage the CAD security and access to the systems per client instructions and security plan
Perform the first level of CAD diagnostics for failures, identifying hardware or software problems, and identifying issues between CAD and third-party vendor interfaces and integrations
Ensure that reported incidents/problems are documented, analyzed, validated, and escalated (when necessary) and followed through to resolution.
Document any system anomalies for inclusion into periodic site reports as requested
Perform routine, daily operational tasks applicable to systems operations, administration and management such as checking status of interfaces and remote connections, purging system log files, checking database size and archiving data
Install and administer operating systems software as it relates to the use of CAD, or utilities and service packs as purchased from the vendor to maintain the system
Complex issue troubleshooting and resolution
Perform the scheduling and administration of the CAD server backups and recovery of data and CAD configuration files per client's guidelines
Support for disaster recovery testing
Work closely with other technical staff to oversee Geographic Information System (GIS) mapping, server / storage hardware and/or network infrastructure maintenance, troubleshooting and/or updates.
Assist client training staff in development of workflows, operating procedures to improve dispatcher efficiency or deploy new functionality
Assist the client's GIS mapping staff in deploying new map data and files onto both the test live CAD systems
Train client’s technical staff for backup systems administration duties via hands on, regular-work apprenticeships
Manage CAD system problems with immediate communications to the vendor and access to internal developers, systems engineers and hardware professionals
Provide the interface to the vendor product development process to promote future software features to enhance site operations
Provide the interface with vendor’s second-level engineers and software implementation engineers to expedite on-site support and answer complex system questions or configuration issues
Attend and participate in meetings with Houston Information Technology Services (HITS) and other stakeholders as required
Support the City in the migration to a new CAD solution