Position Overview

Examples of Duties

• Schedules software and hardware maintenance and coordinates additional support; installs, maintains, configures, evaluates and supports assigned applications and technologies
• Tracks and follows up on all assigned issues through the helpdesk and project management systems
• Troubleshoots and diagnoses minor failures/problems, as well as documents and tracks the occurrences
• Conducts training at various levels for all users of department-specific applications and technologies on an ad-hoc and regularly scheduled basis
• Prepares and maintains training documentation, manuals, guides, screen captures, and instructional videos
• Provides operational support before, during and after emergency-level events to include events that require the deployment of disaster recovery services/systems
• Provides close coordination between departments and the ITS department regarding application and/or technology needs in preparation for known and unknown events
• Ensures field equipment and software is tested and ready for deployment and assists in the design of the disaster recovery systems
• Analyzes logs, identifies problems, determines root causes and provide conclusions; conducts data analysis regarding usage of applications and other technology used by the public safety agencies
• Determines adoption rates of new applications and/or technology
• Determines hindrances and advises on possible solutions

Minimum Qualifications

Knowledge, Skills and Abilities

• Knowledge of data relationships, reporting tools, basic relational database skills, and organizational business practices
• Knowledge of network concepts, operating systems, programming techniques, VoIP, core software applications and systems, project management and change management
• Knowledge of the methods, procedures, and policies of Cumberland County as such pertains to the performance of the essential duties of the position, and principles and practices of managing various software applications
• Skilled in conducting research and problem-solving with a focus on creative thinking to champion innovation and continuous improvement
• Skilled with communication, negotiation, and collaboration
• Ability to analyze and define application requirements for data, workflow, logical processes, hardware and operating system environments
• Ability to develop, document and execute test plans of software application solutions, and keep abreast of the functionality of the organization's services and systems
• Ability to clearly, succinctly, and effectively present information and recommendations to individuals or groups orally and in written form