TECHNICAL SUPPORT ANALYST 3

Dauphin County•Steelton, PA

About The Position

Dauphin County Public Safety is hiring a full-time, non-union Technical Support Analyst 3 assigned to the management staff of the Emergency Management Agency (EMA). The employee troubleshoots operating-system, hardware, network, and application issues; provides help desk support to agency users; and coordinates the agency’s IT initiatives with the County Information Technology Department to ensure compliance with County standards. The position is the primary contact for outside agencies supporting the agency’s mobile data system and must be capable of providing 24/7 support for critical hardware and applications. Work is performed under the direction of the Manager of EMA Technical Systems, who reviews performance. Duties include managing Windows Active Directory accounts and resources; supporting EMA servers, workstations, printers, LAN and other hardware; maintaining and securing Windows servers; providing first- and second-level technical support; and supporting mobile data users and systems. The position also supports CLEAN/NCIC security and certification requirements, VPN devices, CAD administration, system documentation, disaster recovery planning, and Emergency Operations Center activations. The role may require attending meetings or training in the evenings and on weekends, supporting other agency staff as needed, and occasionally driving to county or municipal offices. The employee must be able to provide their own transportation for 24/7 emergency call-outs. The starting rate is $20.81 per hour, with a higher rate potentially negotiable based on experience and qualifications.

Requirements

High school diploma or equivalent, plus graduation from an accredited college with a two-year degree in a related field and one year of experience supporting technical systems and users; experience in a related technical or administrative field may substitute year for year for educational requirements.
Knowledge of current Microsoft Server operating systems and troubleshooting.
Knowledge of and troubleshooting skills for the Windows 11 operating system.
Knowledge of VPN software policies, access lists, web-filtering interfaces, and secure networking.
Knowledge of security packages and antivirus software.
Knowledge of Hexagon ICAD 9.4 for assisting with application issues.
Knowledge of networking fundamentals.
Ability to troubleshoot software and hardware technical issues.
Clear oral and written communication skills.
Ability to organize and structure documentation.
Ability to logically interpret and analyze data.
Ability to stay current with technology changes.
Ability to manage time and priorities.
Ability to establish effective working relationships with supervisors, subordinates, peer employees, public safety personnel, municipal officials, business and industry representatives, and the general public.
Problem-solving skills.
Valid Pennsylvania driver’s license and ability to provide own transportation for 24/7 emergency call-outs.
Ability to successfully complete a criminal history background check.
Ability to record, convey, and present information, explain procedures, and follow instructions.
Ability to pay close attention to detail and concentrate on work.
Physical ability to sit for long periods, walk, talk, hear, lift or move up to 50 pounds, bend, stoop, or crawl in tight spaces, and use arms, hands, and fingers to manipulate objects, tools, equipment, and controls; visual abilities include close, distance, color, and peripheral vision, depth perception, color discrimination, and focusing.

Responsibilities

Manage Windows Active Directory user accounts, user groups, folder permissions, roaming profiles, system policies, email accounts, and email groups.
Support EMA servers, workstations, printers, LAN hardware, and miscellaneous hardware.
Update and secure Windows servers monthly.
Provide first-level technical support to in-house users.
Provide second-level support to mobile data system users.
Provide 24/7 support for the mobile data system.
Coordinate mobile data user groups.
Assist the CAD Administrator with mobile data coordinator/user MOU documentation and mobile data system GUI design.
Keep MFA up to date for users with access to CLEAN/NCIC.
Serve as Assistant Information Security Officer for the PSP CLEAN/NCIC network.
Ensure mobile data users hold valid CLEAN/NCIC certification and mobile data computers meet PSP information security protocols.
Maintain audit documentation for mobile data computers to meet PSP information security requirements.
Obtain and maintain CLEAN/NCIC certification.
Provide backup support for the CAD Administrator and Database Technician during their absences.
Assist with management of VPN devices, including troubleshooting remote VPN connections with local law enforcement.
Document system configurations, processes, and changes to support accurate maintenance and upgrades.
Serve in a staff position when the Emergency Operations Center is activated.
Assist with documentation for the disaster recovery plan.
Attend meetings or training sessions as necessary, potentially in the evenings and on weekends.
Maintain working relationships with agency staff and support other staff positions as needed, with a primary focus on information technology.
Perform other job-related duties as required.
Occasionally drive to county or municipal offices for meetings or data collection/field work.