Emergency Technology Systems Administrator

Invite Only•Centennial, CO

8d•Onsite

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, helping ensure reliable, functional, and continually improving technology for public safety operations. The role manages CAD functionality, user interfaces, applications, upgrades, documentation, security and file systems, software troubleshooting, SQL databases, reporting, and technical support and training for staff. The position works with substantial initiative and independence under broad program guidelines and general supervision. The administrator maintains and optimizes mission-critical CAD virtual machines, servers, endpoints, databases, and related systems; manages system interfaces and upgrades; supports disaster recovery and business continuity; and collaborates with Technical Services staff, vendors, and consultants on technology solutions. The position also provides customer support, training, documentation, reporting, and after-hours incident response through an on-call rotation. Work is primarily performed in a climate-controlled office, and the role may involve loud, stressful, demanding conditions.

Requirements

Bachelor’s degree in computer science, information systems management, or a related field.
At least 5 years of increasingly responsible computer experience, including technical support in an environment with multiple systems.
At least 3 years of work with CAD and its databases in an Emergency Communications Center/PSAP environment.
Valid Colorado driver’s license and an acceptable driving record under SMFR’s Driving Records Policy.
Working knowledge of SQL and the ability to navigate SQL and run scripts.
Knowledge of network, server, and operating systems, including Cisco routers, switches and firewalls, VMware/vSphere, Microsoft Windows products, networking, and security.
Demonstrated knowledge of emergency communications, 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, with an understanding of organizational goals and objectives.
Ability to prioritize tasks effectively in a high-pressure environment.
Strong customer service orientation and the ability to communicate clearly and concisely in writing and verbally, including presenting complex findings to varied audiences.
Ability to analyze data, draw conclusions, and apply critical thinking.
Ability to exercise independent judgment and initiative and maintain effective working relationships.
Ability to manage interpersonal and organizational conflicts and foster a collaborative, team-oriented environment.
Ability to research issues and products and present ideas in business-friendly and user-friendly language.
Self-motivation, attention to detail, and demonstrated analytical and problem-solving abilities.
Availability for 24-hour on-call shifts.
Ability to perform duties in a loud, stressful environment.

Nice To Haves

Experience with CentralSquare CAD is preferred.
Experience working with VMware is strongly preferred.
Experience in a public safety or local government environment is preferred.

Responsibilities

Administer, maintain, and optimize the mission-critical CAD virtual machine system, servers, endpoints, and related software and hardware.
Configure and manage emergency communications BCS servers, software, systems, interfaces, and system configurations.
Lead complex system upgrades, migrations, software releases, and hardware refresh cycles.
Perform regular server maintenance, backups, and updates.
Manage the JACC Domain, Active Directory, Group Policy, DNS/DHCP, certificate services, and related network services.
Oversee endpoint and server security controls, configuration, operating system patching, access controls, user permissions, and security protocols.
Monitor system performance and proactively identify and resolve technical issues to maintain operational uptime.
Author and maintain system documentation, runbooks, system diagrams, database structure documentation, and configuration records.
Administer multiple SQL databases to ensure 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, test, document, and improve 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.
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 (MDCs).
Prioritize IT and communication service issues submitted to the service desk; answer calls, assign and troubleshoot tickets, identify problems, and work toward resolutions.
Provide 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.