IT Public Safety Technician

City of Grapevine•Grapevine, TX

13d

About The Position

Provides technical support, maintenance, and operational assistance for technology systems supporting the City's Police, Fire, Emergency Medical Services, and emergency communications departments. Supports mission-critical applications, hardware, network-connected equipment, mobile technologies, and related infrastructure to maintain reliable, secure, and effective operations. Works with Information Technology staff, public safety personnel, vendors, and other stakeholders to resolve technical issues and support technology needs in a 24/7 public safety environment. The role provides on-site and remote assistance, maintains technical documentation and asset records, and helps with backups, disaster recovery, continuity planning, system testing, projects, deployments, upgrades, and process improvements. Emergency, on-call, and after-hours support may be required. The position travels between City facilities and field locations as needed. Regular and timely attendance and professional, respectful interactions are required.

Requirements

Associate degree in information technology, computer science, cybersecurity, telecommunications, criminal justice technology, or a related field, plus two years of experience in IT support, network support, systems support, or public safety technology support; an equivalent combination of education, training, and relevant experience may be considered.
Experience supporting Windows-based systems, computer hardware, software applications, and network technologies.
Knowledge of computer hardware, Windows operating systems, servers, networks, mobile devices, and enterprise software applications.
Knowledge of LAN/WAN, wired and wireless networking, remote connectivity, and related network technologies.
Knowledge of technical support practices and hardware, software, application, and network troubleshooting techniques.
Knowledge of information security practices, access controls, confidentiality requirements, and applicable CJIS standards.
Ability to learn, configure, maintain, and support specialized public safety applications and technologies.
Ability to diagnose and resolve technical issues accurately and efficiently in mission-critical environments.
Ability to read and interpret technical documentation, system diagrams, operating procedures, and vendor materials.
Ability to prioritize multiple service requests and responsibilities in a 24/7 public safety environment.
Ability to communicate technical information effectively to technical and non-technical users and provide customer service in high-pressure or time-sensitive situations.
Ability to work independently with minimal supervision and collaboratively as part of an Information Technology team.
Ability to establish and maintain effective working relationships with employees, public safety personnel, vendors, and others.
Ability to maintain confidentiality and appropriately handle sensitive criminal justice, emergency communications, and security-related information.
Must pass a credit background check and Federal/National criminal background check, and have a valid Texas driver's license with an acceptable driving record as defined by City policy.
Must meet the stated CJIS criminal history eligibility requirements: no conviction, court-ordered community supervision, or probation for an offense above Class B misdemeanor grade, or a Class B misdemeanor within the last ten years from the court order date; Class A misdemeanor conviction, deferred adjudication, or felony conviction are permanent disqualifiers.
Must pass a pre-employment drug screen.

Nice To Haves

Experience supporting public safety technology such as CAD, RMS, 911/PSAP technologies, radio systems, mobile data systems, digital evidence systems, or similar mission-critical technology.
Experience in a government or public safety technology environment and familiarity with CJIS security requirements and public safety compliance standards.
One or more preferred certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, public safety vendor certifications (CAD/RMS/radio systems), or CJIS Security Awareness Certification.

Responsibilities

Provide technical support, troubleshooting, maintenance, configuration, and repair for public safety technology systems, hardware, software, peripheral devices, and related infrastructure.
Install, configure, monitor, maintain, and support public safety applications and technologies, including CAD, RMS, 911 systems, mobile technologies, radio communication interfaces, surveillance systems, body-worn camera systems, and digital evidence platforms.
Diagnose and resolve hardware, software, application, network connectivity, and system performance issues; coordinate complex or escalated issues with Information Technology staff or vendors.
Install, configure, upgrade, patch, test, and maintain servers, workstations, mobile devices, network-connected equipment, software applications, and other public safety technology.
Monitor public safety systems and respond to outages, service interruptions, and other technology issues affecting mission-critical operations.
Administer user accounts, system access, permissions, passwords, and other security controls in accordance with applicable requirements.
Provide on-site and remote technical assistance to Police, Fire, EMS, emergency communications personnel, and other authorized users.
Support compliance with information security requirements, CJIS requirements, departmental policies, and data protection protocols.
Coordinate with Information Technology staff, vendors, public safety personnel, and other stakeholders to resolve issues, deploy equipment, implement changes, and support projects.
Participate in system backups, disaster recovery procedures, continuity planning, system testing, and activities supporting system availability and reliability.
Maintain technical documentation and records for configurations, equipment, procedures, incidents, service requests, troubleshooting, and resolutions.
Assist with inventory and asset management of public safety technology hardware, software, equipment, and related resources.
Provide technical guidance and training to users on supported technology, applications, equipment, and procedures.
Assist with technology projects, equipment deployments, system implementations, upgrades, testing, procurement activities, and process improvement initiatives.
Provide emergency, on-call, and after-hours technical support for critical public safety systems as required.
Travel between City facilities and field locations to install, maintain, troubleshoot, or repair technology and equipment as needed.
Perform related duties as directed when they are a logical and appropriate assignment to the position.
Maintain regular and timely attendance and interact professionally and respectfully with the public, coworkers, vendors, and others.