Technical Support Analyst 3

Dauphin County•Harrisburg, PA

3d•Onsite

About The Position

Dauphin County Public Safety is seeking a full-time Technical Support Analyst 3. This role involves troubleshooting operating systems, hardware, networks, and applications, providing help desk support to agency users, and coordinating IT initiatives with the County's IT Department. The position serves as the primary contact for outside agencies supporting the agency's mobile data system and requires the capability to provide 24x7 system support for critical hardware and applications. This is a non-union, full-time position assigned to the management staff of the Emergency Management Agency, reporting to the Manager of EMA Technical Systems.

Requirements

Knowledge of current Microsoft Server Operating Systems and troubleshooting.
Knowledge and troubleshooting skills covering Windows 11 Operating System.
Knowledge of VPN software policies, access lists, and web filtering interface and secure networking.
Knowledge of security packages and anti-virus software.
Knowledge of Hexagon ICAD 9.4 assisting with application issues.
Knowledge of networking fundamentals.
Ability to troubleshoot software and hardware technical issues.
Ability to communicate clearly, orally and in writing.
Ability to organize and structure documentation.
Ability to logically interpret and analyze data.
Ability to stay current in technology changes.
Ability to manage time and priorities.
Ability to establish an effective working relationship with supervisors, subordinates, peer employees, public safety personnel, municipal officials, representatives of business/industry, and the general public.
Problem-solving skills.
Valid PA driver’s license and ability to provide own transportation for 24x7 emergency call outs.
Ability to successfully complete a criminal history background check.
High school diploma or equivalent.
Graduation from an accredited college with a two-year degree in a related field.
One year’s experience supporting technical systems and users.
Experience in a related technical or administrative field may be substituted year for year for educational requirements.

Nice To Haves

Ability to sit for long periods of time, walk, talk and hear.
Ability to lift or move up to 50 pounds.
Ability to bend, stoop or crawl in tight spaces.
Ability to use arms, hands and fingers to reach, handle, feel, grasp or manipulate objects, materials, tools, equipment and controls.
Close, distance, color and peripheral vision; depth perception, ability to perceive and discriminate colors or shades of colors and the ability to focus.
Ability to pay close attention to details and concentrate on work.

Responsibilities

Management of Windows Active Directory user accounts, user groups, folder permissions, roaming profiles, system policies, email accounts, and email groups.
Support for servers, workstations, printers, LAN hardware, and miscellaneous hardware utilized at EMA.
Updating and securing Windows Servers monthly.
Providing first-level technical support for in-house users.
Providing second-level support for mobile data system users.
Providing 24x7 support of the mobile data system.
Coordination of mobile data user groups.
Assisting the CAD Admin with mobile data coordinator/user MOUs documentation.
Assisting the CAD Admin with mobile data system GUI design.
Keeping Multi-Factor Authentication (MFA) up to date for all users with access to CLEAN/NCIC.
Functioning as the Assistant Information Security Officer for the PSP CLEAN/NCIC network.
Ensuring mobile data users have valid CLEAN/NCIC certification.
Ensuring mobile data computers meet PSP's information security protocols.
Performing audit documentation of mobile data computers to meet PSP information security requirements.
Obtaining and maintaining CLEAN/NCIC certification.
Providing backup support for the CAD Administrator and Database Technician during their absence.
Assisting with the management of VPN devices, including troubleshooting remote VPN connections with local Law Enforcement.
Documenting system configurations, processes, and changes for accurate maintenance and upgrades.
Functioning in a Staff position upon activation of the Emergency Operations Center.
Assisting with documentation covering the disaster recovery plan.
Attending meetings or training sessions as necessary, which may include evenings and weekends.
Maintaining a working relationship with all members of the agency staff and supporting other staff positions where needed, with a primary focus in information technology.
Performing other job-related duties as required.
Occasionally driving to other county/municipal offices for meetings or when performing data collection/field work.