What are the responsibilities and job description for the E911 SYSTEM SUPPORT TECHNICIAN position at Fulton County Government?
UNCLASSIFIED POSITION
CURRENT VACANCY IS IN THE E-911 EMERGENCY SERVICES DEPARTMENT
Minimum Qualifications
Associates Degree in Computer Science, Information Technology, or related field (Bachelor’s Degree preferred), supplemented by three (3) years of experience in information technology, network/technical support, or related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required: Must possess and maintain a valid Georgia driver's license. Must possess and maintain the Georgia Crime Information Center (GCIC) certification within 30 days of employment.
Specific Knowledge, Skills, or Abilities: Must be able to demonstrate proficiency in the performance of the essential functions and learn, comprehend, and apply all county or departmental policies, practices, and procedures necessary to function effectively in the position. Must be knowledgeable and fluent in Microsoft Office products, i.e., Word, Excel, PowerPoint, and Outlook. Installs, configures, and isolates any issues to correct department's Personal Computer (PC), laptops, and printers.
Necessary Special Requirements
*All applicants must agree to and successfully pass a background investigation, skills assessment, psychological evaluation, physical/drug screening and polygraph to be considered for employment with the Fulton County Emergency Services department.*
Must possess a valid Georgia Driver's License at the time of appointment. Must be at least eight-teen (18) years of age. Must conform to the following qualifications as required by the Georgia Peace Officer Standards and Training Act: Be a citizen of the United States; Have a high school diploma or its recognized equivalent (G.E.D.);
Not have been convicted by any state or the federal government of any crime, the punishment for which could have been imprisonment in a federal or state prison or institution; nor have been convicted of sufficient misdemeanors to establish a pattern of disregard for the law, provided that, for the purposes of this paragraph, violations of traffic laws and other offenses involving the operation of a motor vehicle when the applicant has received a pardon shall not be considered.
Examination
The examination will consist of an evaluation of education and experience, accomplished by analysis of the application. Application must document that the applicant possesses the minimum knowledge, skills, education and experience as listed to be rated as qualified. If selected, an official, accredited college transcript is required, at time of employment, for all degrees/course work used to qualify for this position.
Qualifications
All applications must be completed in full before they are submitted. Please review all applications for accuracy and make all corrections before submittal because errors can result in not meeting the minimum qualifications. Additional information will not be accepted after applications are received by the Personnel Department.Purpose of Classification:
The purpose of this classification is to ensure the continuous and reliable operation of emergency 911 telephone systems through hands-on telecommunications work. The role involves critical duties such as troubleshooting, maintaining, and securing the essential systems and infrastructure that supports 911 operations. As a public safety mission-essential position, the incumbent must be available on-call and work shifts within a 24/7 environment, including holidays and weekends. This classification focuses on direct technical assistance with radio communications, telecommunications, and Computer Aided Dispatch (CAD), whereas the latter manages a team within the Emergency Services, Systems Support Division.
Essential Functions
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
Supports all 911 equipment components (i.e., Computer Aided Dispatch (CAD, 911 Viper telephone, Georgia Crime Information Center (GCIC) terminal 911 Voice recording, PC's and monitors). Responds to 911 phone outages; assist with coordinating and following up with vendors (CAD, Viper, 911 Recording Systems); meets weekly with Public Safety Systems Support Administrator to provide updated timelines of outstanding projects; and coordinates computers, printers, and IT issues with the Fulton County Information Technology (FCIT) Help Desk.
Supports and troubleshoots emergency communication systems, including Computer-Aided Dispatch (CAD) systems, medical and mapping systems, emergency communication telephone systems, Georgia Crime Information Center (GCIC) systems, and voice recording systems; maintains system integrity and reduces downtime by proactively identifying and resolving technical issues.
Installs and troubleshoots CAD, medical, mapping, and voice recording systems to ensure optimal performance; collaborate with vendors and IT teams to escalate and resolve complex issues; apply system patches, updates, and security enhancements to maintain system integrity; provides ongoing troubleshooting support to dispatchers and emergency personnel.
Assists with the deployment, integration, and upgrades of software and hardware within the emergency communication infrastructure; provides ongoing support for the installation and configuration of all technology equipment and software, while recommending upgrades to improve system performance.
Assist vendors with maintenance and support for all software used in call handling and dispatch; troubleshoot and install PCs, laptops, docking stations, printers, monitors, network cables, and related dispatcher communication devices; and recommends new equipment to improve workflow and operational efficiency.
Prepares technical reports and documentation for system issues and repairs; maintains accurate distribution of inventory; and oversees ordering of all system support-related equipment.
Creates a how-to guide and diagrams on the installation, configuration, and troubleshooting of emergency communication systems; issues and replace headsets, keyboards, printer cartridges, and other system support equipment, while maintaining E911 Systems Support Technician (333027) an accurate inventory; prepares technical reports and documentations for system issues; and ensures replacements are made when stock reaches the designated threshold.
Troubleshoots and repair E911 consoles and related equipment, including removing panels to replace hardware for desk movement or cables for PC interaction; responds to system outages during and after hours to ensure minimal disruption; and create help desk tickets for emergency services personnel as needed, addressing account and access issues.
Ensures the functionality of all E911 end-user consoles, monitor stands, network, and PC cabling, and KVM switches at all Fulton County Emergency Services 911 dispatch center; responds to all 911 system support service requests during business hours and after-hours emergency calls.
Collaborates with local, state, federal, and private vendor agencies to ensure efficient communication and coordination; provides technical support, installation, and guidance to external partners to facilitate seamless system integration.
Work with stakeholders to create, update, or disable user accounts within the CAD and GCIC systems; installs CAD-related software to ensure compatibility; maintains system standardization; and assist with or create CAD reports.
Communicates with supervisor, other employees, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
Additional Functions
Performs other related duties as required.Performance Aptitudes:
Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification and referencing such analysis to established standards to recognize actual or probable interactive effects and relationships.
Human Interaction: Requires the ability to work with and apply principles of persuasion and/or influence over others to coordinate programs or activities of a project and resolve typical problems associated with the responsibilities of the job.
Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions. Must be proficient in Computer Aided Dispatch (CAD).
Verbal Aptitude: Requires the ability to utilize various reference, descriptive, and/or advisory data and information and communicate clearly desired results.
Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division. This may include counting, recording of counts, and basic measuring. Requires the ability to generate reports using various software.
Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.
Situational Reasoning: Requires the ability to exercise judgment, decisiveness, and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.
ADA Compliance
Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, knelling, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation. Sedentary work involves sitting most of the time.
Sensory Requirements: Some tasks require perceiving and discriminating sounds and visual cues or signals. Some tasks require the ability to communicate orally.
Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.
Fulton CountyIt is the policy of Fulton County that there will be equal opportunity for every citizen, employee and applicant, based upon merit without regard to race, color, religion, national origin, gender, age, genetics, disability or sexual orientation.
CURRENT VACANCY IS IN THE E-911 EMERGENCY SERVICES DEPARTMENT
Minimum Qualifications
Associates Degree in Computer Science, Information Technology, or related field (Bachelor’s Degree preferred), supplemented by three (3) years of experience in information technology, network/technical support, or related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required: Must possess and maintain a valid Georgia driver's license. Must possess and maintain the Georgia Crime Information Center (GCIC) certification within 30 days of employment.
Specific Knowledge, Skills, or Abilities: Must be able to demonstrate proficiency in the performance of the essential functions and learn, comprehend, and apply all county or departmental policies, practices, and procedures necessary to function effectively in the position. Must be knowledgeable and fluent in Microsoft Office products, i.e., Word, Excel, PowerPoint, and Outlook. Installs, configures, and isolates any issues to correct department's Personal Computer (PC), laptops, and printers.
Necessary Special Requirements
*All applicants must agree to and successfully pass a background investigation, skills assessment, psychological evaluation, physical/drug screening and polygraph to be considered for employment with the Fulton County Emergency Services department.*
Must possess a valid Georgia Driver's License at the time of appointment. Must be at least eight-teen (18) years of age. Must conform to the following qualifications as required by the Georgia Peace Officer Standards and Training Act: Be a citizen of the United States; Have a high school diploma or its recognized equivalent (G.E.D.);
Not have been convicted by any state or the federal government of any crime, the punishment for which could have been imprisonment in a federal or state prison or institution; nor have been convicted of sufficient misdemeanors to establish a pattern of disregard for the law, provided that, for the purposes of this paragraph, violations of traffic laws and other offenses involving the operation of a motor vehicle when the applicant has received a pardon shall not be considered.
Examination
The examination will consist of an evaluation of education and experience, accomplished by analysis of the application. Application must document that the applicant possesses the minimum knowledge, skills, education and experience as listed to be rated as qualified. If selected, an official, accredited college transcript is required, at time of employment, for all degrees/course work used to qualify for this position.
Qualifications
All applications must be completed in full before they are submitted. Please review all applications for accuracy and make all corrections before submittal because errors can result in not meeting the minimum qualifications. Additional information will not be accepted after applications are received by the Personnel Department.Purpose of Classification:
The purpose of this classification is to ensure the continuous and reliable operation of emergency 911 telephone systems through hands-on telecommunications work. The role involves critical duties such as troubleshooting, maintaining, and securing the essential systems and infrastructure that supports 911 operations. As a public safety mission-essential position, the incumbent must be available on-call and work shifts within a 24/7 environment, including holidays and weekends. This classification focuses on direct technical assistance with radio communications, telecommunications, and Computer Aided Dispatch (CAD), whereas the latter manages a team within the Emergency Services, Systems Support Division.
Essential Functions
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
Supports all 911 equipment components (i.e., Computer Aided Dispatch (CAD, 911 Viper telephone, Georgia Crime Information Center (GCIC) terminal 911 Voice recording, PC's and monitors). Responds to 911 phone outages; assist with coordinating and following up with vendors (CAD, Viper, 911 Recording Systems); meets weekly with Public Safety Systems Support Administrator to provide updated timelines of outstanding projects; and coordinates computers, printers, and IT issues with the Fulton County Information Technology (FCIT) Help Desk.
Supports and troubleshoots emergency communication systems, including Computer-Aided Dispatch (CAD) systems, medical and mapping systems, emergency communication telephone systems, Georgia Crime Information Center (GCIC) systems, and voice recording systems; maintains system integrity and reduces downtime by proactively identifying and resolving technical issues.
Installs and troubleshoots CAD, medical, mapping, and voice recording systems to ensure optimal performance; collaborate with vendors and IT teams to escalate and resolve complex issues; apply system patches, updates, and security enhancements to maintain system integrity; provides ongoing troubleshooting support to dispatchers and emergency personnel.
Assists with the deployment, integration, and upgrades of software and hardware within the emergency communication infrastructure; provides ongoing support for the installation and configuration of all technology equipment and software, while recommending upgrades to improve system performance.
Assist vendors with maintenance and support for all software used in call handling and dispatch; troubleshoot and install PCs, laptops, docking stations, printers, monitors, network cables, and related dispatcher communication devices; and recommends new equipment to improve workflow and operational efficiency.
Prepares technical reports and documentation for system issues and repairs; maintains accurate distribution of inventory; and oversees ordering of all system support-related equipment.
Creates a how-to guide and diagrams on the installation, configuration, and troubleshooting of emergency communication systems; issues and replace headsets, keyboards, printer cartridges, and other system support equipment, while maintaining E911 Systems Support Technician (333027) an accurate inventory; prepares technical reports and documentations for system issues; and ensures replacements are made when stock reaches the designated threshold.
Troubleshoots and repair E911 consoles and related equipment, including removing panels to replace hardware for desk movement or cables for PC interaction; responds to system outages during and after hours to ensure minimal disruption; and create help desk tickets for emergency services personnel as needed, addressing account and access issues.
Ensures the functionality of all E911 end-user consoles, monitor stands, network, and PC cabling, and KVM switches at all Fulton County Emergency Services 911 dispatch center; responds to all 911 system support service requests during business hours and after-hours emergency calls.
Collaborates with local, state, federal, and private vendor agencies to ensure efficient communication and coordination; provides technical support, installation, and guidance to external partners to facilitate seamless system integration.
Work with stakeholders to create, update, or disable user accounts within the CAD and GCIC systems; installs CAD-related software to ensure compatibility; maintains system standardization; and assist with or create CAD reports.
Communicates with supervisor, other employees, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
Additional Functions
Performs other related duties as required.Performance Aptitudes:
Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification and referencing such analysis to established standards to recognize actual or probable interactive effects and relationships.
Human Interaction: Requires the ability to work with and apply principles of persuasion and/or influence over others to coordinate programs or activities of a project and resolve typical problems associated with the responsibilities of the job.
Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions. Must be proficient in Computer Aided Dispatch (CAD).
Verbal Aptitude: Requires the ability to utilize various reference, descriptive, and/or advisory data and information and communicate clearly desired results.
Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division. This may include counting, recording of counts, and basic measuring. Requires the ability to generate reports using various software.
Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.
Situational Reasoning: Requires the ability to exercise judgment, decisiveness, and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.
ADA Compliance
Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, knelling, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation. Sedentary work involves sitting most of the time.
Sensory Requirements: Some tasks require perceiving and discriminating sounds and visual cues or signals. Some tasks require the ability to communicate orally.
Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.
Fulton CountyIt is the policy of Fulton County that there will be equal opportunity for every citizen, employee and applicant, based upon merit without regard to race, color, religion, national origin, gender, age, genetics, disability or sexual orientation.
