What-Comm Technical Support Specialist II

What-Comm 911 is seeking a skilled and driven IT professional to support the critical systems behind 911 emergency dispatch operations. If you're ready to troubleshoot, innovate, and make a real impact in your community, apply today for this exciting opportunity! We are now accepting applications through July 25, 2025, 4:30pm PST.

ABOUT BELLINGHAM:

Join the City of Bellingham, where talented and dedicated employees work together with the community to build a sustainable, equitable, and thriving city. Bellingham offers a majestic setting with extensive recreational and cultural opportunities, strong local government services, and a robust economy. With a population of over 95,000, Bellingham is one of the best places in the country to live, work, and play.

ABOUT THE OPPORTUNITY:

The What-Comm Technical Support Specialist is responsible for providing instruction and technical support for hardware, software and all major system applications used by What-Comm Communications Center and Prospect Communications Center. This support includes conducting maintenance, troubleshooting, diagnosing, and resolving problems as well as working closely with users and ensure proper performance. Performs user maintenance and troubleshooting on the Dispatch Centers’ major applications, systems, and ancillary online resources. Assists and coordinates with City Radio Shop personnel to resolve issues with radio hardware and software. Participates in researching and determining specifications of computer equipment and peripherals, receiving pricing/quotes, ordering and deploying purchased equipment. Serves as part of on-call rotation during evenings, weekends, and holidays.

SALARY INFORMATION AND BENEFITS:

This position will start at Step 1 ($40.64/hour). Employees receive step increases annually in accordance with the Guild of Pacific Northwest Employees, Local 1937 Collective Bargaining Agreement and City policy. The full hourly range for this position is $40.64 - $49.83. For internal candidates, placement within the range is based on City Pay Placement Procedures. 

At the City of Bellingham, we offer a comprehensive benefits package that helps you thrive in both your career and personal life. Join our team and enjoy the peace of mind knowing that you and your loved ones are well cared for. Here’s a closer look at the outstanding benefits that come with being part of our team. You can find more details on our employment benefits page and labor agreements page.

• 10 hours of vacation leave per month, with increased accrual over time
• 12 paid holidays 1 floating holiday per year
• 8 hours sick leave accrued monthly
• Medical, dental, and vision insurance for employees and their families
• Life insurance and long-term disability coverage 
• Flexible spending accounts and medical insurance opt-out program
• Access to an Employee Assistance Program (EAP)
• Washington State Retirement plan (DRS) for retirement security
• Optional 457 deferred compensation (Retirement Savings Plan) with employer match

Leave accruals are based on 1.0 FTE, accruals are pro-rated if part-time and require employees to be in paid status at least 120 hours/month.

QUALIFICATION AND REQUIREMENTS:

There are multiple pathways a candidate can meet the qualifications for the What-Comm Technical Support Specialist II through a combination of education and/or training.

• Bachelor’s degree in computer science, information systems management, applied networking, mathematics or related field and:
• Two years of experience supporting client computer software and hardware in a multi-site network for a business or municipal environment required, and
• Two years of experience providing support and administration for major applications in a complex environment required. 

OR

• An Associate degree in computer science, information systems management, applied networking, mathematics or related field and:
• Four years of experience supporting client computer software and hardware in a multi-site network for a business or municipal environment required, and
• Two years of experience providing support and administration for major applications in a complex environment.

OR

• Six years of experience supporting client computer software and hardware in a multi-site network for a business or municipal environment required, and
• Two years of experience providing support and administration for major applications in a complex environment.

OR 

• Two years of experience as a Technology Support Specialist I at the City of Bellingham providing support of all applications within the position’s portfolio.

As a condition of employment, the incumbent must have four of the following active certifications within six months of hire or promotion:

1. KCS v6 Fundamentals
2. ITIL 4 Foundations
3. ITIL 4 Practitioner: Service Desk
4. ITIL 4 Specialist: IT Asset Management
5. HDI Troubleshooting and Problem-Solving
6. Microsoft - MS-102: Microsoft 365 Administrator
7. Microsoft - AZ-104: Azure Administrator Associate

Alternative certifications determined by the City to be equivalent to those listed above may be accepted.

Incumbents are encouraged to have certifications that apply to each of the following core service disciplines:  

• Work experience providing desktop and mobile support in a governmental environment preferred.
• Experience in 911 Systems Administration, Computer Aided Dispatch (CAD) or GIS mapping preferred.

• Employment contingent upon passing a criminal convictions check, background investigation, polygraph examination, and fingerprinting. Subject to re-check every five years.
• NOTE: The background investigation and polygraph examination include a review of legal and illegal drug use. A history of using legal and illegal drugs, considering the nature and recentness of these offenses, may be grounds for disqualification for this position.
• Verification of ability to work in the United States by date of hire.
• Agreement to and signature of a Privileged Access Confidentiality Agreement.
• Valid Washington State driver's license and good driving record. Candidates must submit a three-year driving abstract prior to hire.
• Willingness and ability to participate in an on-call rotation and respond to evening and weekend callouts 24/7 for emergencies or when special circumstances require, as assigned.
• Failure to obtain required certifications within established time limits will result in demotion to the lower classification for which qualified until such time as the required certification is achieved or dismissal, should a lower classification not exist.