IT Services Tier II (PT Support) (Onsite)

Job Title: IT Services Tier II (PT Support) (Onsite)

Location: Washington, DC

Duration: 04 Months with possible extension

Job Description:

The Tier II technician provides direct technical support for Client 911 and 311 call floors, per mission to ensure uninterrupted operation of 91/311-critical applications, hardware, and communication systems. The resource troubleshoots and maintains call floor workstations, CAD (Computer Aided Dispatch) and other mission critical 911/311 applications, voice recording systems, and other integrated platforms used by call takers and dispatchers. In addition, the technician supports the division by imaging, configuring, and repairing mobile devices, routers, and tablets deployed in first responder (Fire/Police) vehicles. This role requires monitoring and escalating network and system performance issues, performing software updates and patching, and coordinating with internal IT and vendor partners to resolve incidents quickly, troubleshoot technical issues, and prevent service disruption.

*Shift time 2 PM - Midnight

Responsibilities:

• Provides Tier II IT support for 911 and 311 call floor operations, including troubleshooting workstations, testing software updates, resolving system glitches, and assisting users.
• Supports the Client operations, including imaging, processing client support requests, configuring, and maintaining toughbooks, routers, and associated vehicle installations.
• Provides support and feedback on implementation of IT hardware and application solutions for the call floor and MDC environments.
• Performs tests, participates in system acceptance procedures, and performance monitoring methods for call floor applications and the Client systems.
• Supports radio communications, dispatch operations, and network system infrastructure, including routine monitoring, alarm escalation, and coordination with the Client and external stakeholders.
• Provides IT support for Mobile VPN and mobile connectivity tools, including diagnostics, troubleshooting, and coverage analysis.
• Follows the Client IT Standard Operating Procedures (SOPs) for Tier II troubleshooting and daily operations.
• Supports IT asset management by tracking, updating, and maintaining inventory of call floor and the Client hardware, ensuring accurate records of equipment assignment, deployment, and lifecycle status.
• Uses the ServiceNow ticketing system to open, track, update, and close the Client IT service tickets in accordance with established processes.
• Participates in inter-agency coordination to ensure technical requirements for 911, 311, and the Client systems are met.
• Assists with security patching, operating system upgrades, firewall coordination, and integration of Software into call floor and the Client environments.
• Assists in the deployment of new hardware and applications, including installation, configuration, testing, and user support.
• Performs other duties and responsibilities as required, assigned, or requested.

Minimum Education/Certification Requirements:

• Bachelor's degree in IT or related field or equivalent experience

Skills:

Skills

Required / Desired

Amount

of Experience

Designing, developing, and testing computer systems and components

Required

6

Years

Bachelor's degree in IT or related field or equivalent experience

Required

Experience with IT lifecycle management, performance monitoring, and QA

Required

2

Years

Experience with IT system security principles and technical documentation.

Required

2

Years

Support in the research, evaluation and integration of new technologies

Required

2

Years

Experience with IT security principles, methods, and tools utilized for IT security & support applications.

Required

2

Years

Experience with operating systems installation and configuration procedures to assist in installing & maintaining the operating system environment.

Required

2

Years

Experience with network standards, and network management tools to perform routine network configuration management functions.

Required

2

Years

Experience with maintaining database operations and assisting in database restoration.

Required

2

Years

Experience monitoring system performance & recovering data from backup in the event of hardware / software failure.

Required

2

Years

Experience with customer support, problem resolution databases, and troubleshooting techniques

Required

2

Years

A or Network certifications preferred but not required

Highly desired

Designing, developing, and testing computer systems and components

Required

6

Years