Police IT Systems Support Technician

Salary: $72,000 – $82,000

Position Summary:

This position is responsible for supporting and administering standalone and networked police-related computer applications and in-field technologies (hardware, software, and associated peripheral equipment) in support of the City’s law enforcement operations. The successful candidate will provide technical computer expertise and end user support on police-related applications; troubleshoot and resolve operational and applications problems; plan, organize, and conduct training for department personnel; and coordinate departmental information technology functions with the City’s Department of Information Technology including the coordination of system and application updates.

The ideal candidate will have strong and effective technical, organizational, interpersonal, communication (verbal and written), time management, and customer service skills, and be able to quickly develop a working knowledge of the information systems and technology programs used by the Department, as well as an understanding of departmental functions, services, and operations. Must be detail oriented and accurate, thorough in completing work tasks, and have a demonstrated ability to meet firm deadlines. Relevant skilled work experience in a law enforcement, criminal justice, public safety, or similar operation is preferred.

Essential Functions:

• Support and maintain configurations and content of police-related applications, information systems, and technology programs used by the Police Department to ensure proper and efficient functionality; test and evaluate system performance, identify maintenance requirements, and recommend system changes when required; assist in the coordination of system updates.
• Perform daily maintenance of police-related applications as appropriate; assist with set-up and implementation of new technology and equipment; move/reinstall equipment; add or delete system users in police-related applications.
• Install in-vehicle computers, technology, and other electronic equipment.
• Install and test body-worn camera activation devices on weapon holsters, requiring the handling of unloaded firearms.
• Provide first-level end-user support in the operation of computers, network systems, telephones, printers, and related peripheral equipment; direct unresolved issues to the Information Technology Helpdesk.
• Provide computer/technology training for department employees; identify training needs; develop training materials; arrange for training through outside sources when necessary.
• Respond to Police Department end-user and administration requests for police technology related issues and information in a timely manner.
• Investigate, diagnose, and resolve routine problems with software (i.e., applications, utilities, interfaces), hardware, peripheral equipment, and access to network servers, devices, and software; direct more complex problems to Information Technology staff; contact the appropriate technician for services beyond staff capabilities.
• Coordinate departmental technology functions and projects with Information Technology staff and with outside vendors and/or other governmental agencies.
• Provide technical support to cover 24-hour operational needs for unexpected or critical department technology issues and for police personnel working various shifts outside of a normal business schedule.
• Research, analyze, evaluate, test, and/or recommend appropriate technologies and equipment to address departmental functions and projects; solicits cost proposals.
• Assist in maintaining information technology equipment inventory.
• Prepare reports; maintain files and records; perform system audits as needed.
• Perform Maryland Public Information Act (MPIA)-related video uploads and redactions that may require viewing graphic content and/or images.
• Assist with special projects as assigned.
• Provide outstanding service, pursue continuous improvement, and exceed expectations.

Requirements:

• Associate’s degree in Information Technology, Management Information Systems, Law Enforcement, Criminal Justice, or related field; bachelor’s degree desirable.
• At least 4 years of relevant experience providing information systems support, preferably for law enforcement, criminal justice, public safety, or similar operation.
• Bachelor’s degree may substitute for up to half of the required experience; additional 2 years of information systems support experience in law enforcement, criminal justice, public safety, or similar operation may substitute for college degree.
• Certifications such as CompTIA A+, Microsoft, etc., desirable.
• Valid driver’s license.
• A positive, professional, customer-friendly attitude that complements the work environment and customer service goals of the Department and the organization.
• Be flexible, resourceful, and willing and eager to learn and assume new challenges and increased responsibility.
• Demonstrated ability to successfully multitask with constant distractions and interruptions and to shift priorities and focus when customer needs or department demands change.
• Ability to work effectively independently with minimal supervision and as part of the team.
• Ability to clearly communicate technical solutions in a cordial, user-friendly, professional manner and to provide one-on-one end user training as needed.
• Demonstrated ability to work with sensitive information and maintain confidentiality.
• Careful attention to detail and ability to work quickly and accurately and meet firm deadlines.
• Ability to quickly develop a working knowledge of the Department and its functions, programs, procedures, and services, and to become proficient with specialized technology/software applications used by the Department.
• Or any acceptable equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities to satisfactorily perform job duties.