Emergency Technology Systems Administrator

South Metro Fire Rescue•Centennial, CO

8d•$104,935 - $123,226

About The Position

The Emergency Technology Systems Administrator administers the Emergency Communications Center’s Computer-Aided Dispatch (CAD) system and related, interconnected hardware and software. The role is responsible for CAD functionality and user interfaces; installing, configuring, and implementing applications and upgrades; maintaining systems and SQL databases; troubleshooting issues; protecting documentation and data; and providing technical support and end-user training. It also prepares routine and special management reports and maintains database accuracy and integrity. The position works with initiative and independence under broad program guidelines and the general supervision of the Technology Manager. The administrator maintains mission-critical CAD virtual machines, servers, endpoints, software, and related emergency communications systems. The role supports system security, performance, availability, disaster recovery, business continuity, technical documentation, project planning, and coordination with vendors and other Technical Services staff. It also provides customer support and troubleshooting, delivers user training, and participates in an on-call rotation that includes after-hours incidents and recovery coordination.

Requirements

Bachelor’s degree in computer science, information systems management, or a related field; an equivalent combination of education, training, and experience may qualify.
At least 5 years of increasingly responsible computer experience, including technical support in an environment with multiple systems.
Working knowledge of SQL and the ability to navigate SQL and run scripts.
Valid Colorado driver’s license and an acceptable driving record under SMFR’s Driving Records Policy.
Knowledge of network, server, and operating systems, including Cisco routers, switches and firewalls; VMware/vSphere; Microsoft Windows products; networking; and security.
Knowledge of emergency communications environments, including CAD technology, system functionality, and operational workflows.
Knowledge of applicable policies, procedures, standards, and best practices for emergency communications systems and public safety technology operations.
Broad working experience across IT services and proven knowledge of systems development life-cycle methodologies.
Strong project management and organizational skills.
Ability to understand organizational goals and objectives and prioritize tasks effectively in a high-pressure environment.
Strong customer service, communication, interpersonal, analytical, and problem-solving skills.
Ability to communicate clearly in writing and verbally, present complex findings to varied audiences, and explain ideas in business-friendly and user-friendly language.
Ability to analyze data, develop conclusions, conduct research into issues and products, and exercise critical thinking, independent judgment, and initiative.
Ability to establish and maintain effective working relationships, manage interpersonal and organizational conflicts, and work collaboratively across teams and departments.
Self-motivation, attention to detail, and the ability to work in a team-oriented environment.
Must be available for 24-hour on-call shifts.
Ability to perform duties in a loud, stressful environment.

Nice To Haves

At least 3 years of work with CAD and its databases in an Emergency Communications Center/PSAP environment; CentralSquare CAD is preferred.
Experience working with VMware is strongly preferred.
Experience in a public safety or local government environment.

Responsibilities

Administer, maintain, and optimize mission-critical CAD virtual machines, servers, endpoints, and related software and hardware.
Configure and manage emergency communications BCS servers, software, systems, interfaces, configurations, and version upgrades.
Lead system upgrades, migrations, software releases, and hardware refresh cycles.
Perform routine system maintenance, backups, and server updates.
Manage the JACC domain, Active Directory, Group Policy, DNS/DHCP, and certificate services.
Oversee endpoint and server security controls, configurations, operating-system patching, access controls, user permissions, and security protocols.
Monitor system performance and identify and resolve technical issues to support operational uptime.
Author and maintain system documentation, runbooks, system diagrams, database structure documentation, and configuration documentation.
Administer and maintain SQL databases, ensuring data accuracy, integrity, and security, and manage database connections across Emergency Communications servers.
Write, test, and run SQL scripts and queries for reporting and troubleshooting.
Develop, implement, maintain, document, and regularly test disaster recovery and business continuity plans for CAD and related systems.
Participate in system design specifications, project planning, and scheduling.
Coordinate with vendors and consultants to evaluate, procure, and implement technology solutions, including 911 phone systems, radio consoles, and recording systems.
Represent South Metro Fire Rescue at CAD user group meetings and professional training.
Configure and manage VMware virtual infrastructure, Active Directory, Group Policy, and related network services.
Collaborate with Technical Services staff to support network, server, and security systems, including Cisco routers, switches, and firewalls.
Work with Technical Services personnel and outside vendors to maintain CAD-related systems, including Mobile Data Computers.
Provide customer support to internal and external stakeholders; prioritize service issues, answer calls, assign and troubleshoot service-desk tickets, and resolve computer, printer, application, and network problems.
Provide end-user technical support and troubleshooting for CAD-related applications and interfaces.
Deliver user training and develop instructional materials and technical documentation.
Support audits and reporting related to system performance, availability, and incident management.
Participate in an on-call rotation and provide after-hours support during evenings and weekends as needed; respond to incidents and coordinate communications and recovery actions.
Perform additional technology-related duties and special projects as assigned.