Public Safety Technology Support Analyst

City of Stamford•Stamford, CT

2d•Onsite

About The Position

Under the general direction of the Director of the Emergency Communications Center or designee, performs specialized technical and operational support work for the Emergency Communications Center (ECC) and Emergency Operations Center (EOC). Provides day-to-day support for public safety workstations, software applications, computer-aided dispatch (CAD), GIS/mapping, communications technology, peripheral equipment, and related mission-critical systems. Performs routine system and application support, equipment deployment, configuration, testing, troubleshooting, documentation, inventory and user assistance in accordance with established standards and procedures. Works in coordination with the Computer Systems Administrator on supported technologies and assigned technical projects. Escalates complex system administration, cybersecurity, infrastructure, database and other matters requiring higher-level technical expertise to the Computer Systems Administrator or appropriate technical resource. Provides technical support for EOC readiness, emergency preparedness exercises, significant incidents, continuity activities and EOC activations. Performs related work as required.

Requirements

Graduation from an accredited college or university with an Associate's degree in Information Technology, Computer Science, Information Systems, Geographic Information Systems (GIS), Cybersecurity, Emergency Management, Public Safety Communications or a closely related field and two (2) years of progressively responsible experience providing technical support, systems support, application support or related information technology services OR an equivalent combination of education, training and experience that demonstrates the knowledge, skills and abilities necessary to successfully perform the essential functions of the position.
Knowledge of computer hardware, Windows-based workstations, software applications, peripherals and basic networking concepts.
Knowledge of technical troubleshooting and end-user support practices.
Knowledge of routine workstation deployment, software installation, configuration, patching, equipment replacement, testing and maintenance procedures.
Ability to provide technical support for specialized public safety applications, including CAD, GIS/mapping, NG911, emergency medical dispatch and related systems.
Ability to troubleshoot routine hardware, software, connectivity and application issues and determine when matters require escalation to a system administrator, vendor or other higher-level technical resource.
Ability to perform routine application configuration, user access, testing, data maintenance and implementation support in accordance with established procedures.
Ability to maintain accurate technical documentation, equipment inventories, user guides, troubleshooting procedures and standard operating procedures.
Ability to communicate effectively with dispatch personnel, public safety users, vendors and technical staff.
Ability to organize assigned and prioritize multiple technical support requests and assigned projects.
Ability to work effectively in a 24/7 mission-critical environment and respond appropriately during significant incidents, planned events, exercises and EOC activations.
Ability to exercise sound judgement regarding the handling and protection of confidential and sensitive public safety information.
Ability to establish and maintain effective working relationships with employees, supervisors, vendors and other stakeholders
Successful completion of a comprehensive background investigation and ability to satisfy applicable Criminal Justice Information Services (CJIS) security requirements.
Valid driver's license.

Nice To Haves

Familiarity with public safety communications, emergency management, EOC operations or related technology is desirable.
Experience supporting computer-aided dispatch (CAD), GIS/mapping, NG911, emergency communications, emergency medical dispatch (EMD), fire station alerting, or other public safety technology systems.
Experience providing technical support in a public safety, emergency communications, PSAP, law enforcement, fire, EMS, emergency management, or other 24/7 mission-critical environment.
Experience with systems such as CentralSquare or comparable CAD platforms, ProQA, RapidSOS/NG911, Purvis, First Due, GIS applications, video/camera systems, license plate reader systems, or similar public safety technologies.

Responsibilities

Provides technical support to ECC/EOC personnel for assigned workstations, peripherals, software applications and public safety technology.
Provides routine operational support of CAD, NG911, emergency medical dispatch (EMD), GIS/mapping, fire station alerting, emergency response data platforms and other mission-critical applications in accordance with established procedures.
Performs assigned workstation deployment, imaging, software installation, patching, equipment replacement, peripheral setup, inventory and routine maintenance in accordance with established standards.
Performs routine application configuration, user access administration, testing, upgrades, troubleshooting, planned maintenance and related support activities within established procedures and assigned authority.
Assists with CAD and GIS data maintenance, including address information, response zones, map layers, operational mapping and related data-quality review.
Receives, documents and troubleshoots technology issues; resolves routine problems within established procedures and escalates higher-level system administration, cybersecurity, infrastructure, database and complex technical matters to the Computer Systems Administrator or other appropriate technical resource.
Performs assigned system changes, software releases, interfaces, equipment installations, acceptance testing, implementation activities under established procedures and in coordination with the Computer Systems Administrator and vendors, as appropriate.
Participates in continuity and failover testing and supports the technical readiness of ECC/EOC systems in accordance with established continuity procedures.
Develops and maintains technical documentation, equipment inventories, user guides, troubleshooting procedures and standard operating procedures and other records for supported technologies.
Provides user assistance and training to ECC/EOC personnel regarding supported technology, system functionality, procedures and new features.
Provide technical support for the technological and operational readiness of the EOC, including computers, communications systems, displays, mapping resources, video systems and information-sharing technology.
Provides technical and operational support during EOC activations, significant incidents, planned events, exercises and drills
Assists with technology-related continuity, emergency preparedness and EOC documentation and readiness activities.
Provides routine technical support for cameras, video systems, license plate reader technology and other public safety technology assigned to the ECC/EOC.
Coordinates with vendors and other City technology personnel regarding routine support, equipment, software, maintenance and implementation matters.
Maintains awareness of applicable technology standards, security requirements and established procedures governing the handling of public safety and other confidential information.
Performs related duties as required.