TECHNICAL SUPPORT ANALYST 3

Department: Public Safety

Starting Rate: $20.81 per hour

Dauphin County Public Safety is currently accepting applications for the full-time position of Technical Support Analyst 3.

An employee in this position is responsible for troubleshooting issues related to operating systems, hardware, networks and various applications. This employee will provide help desk support to users within the agency.  This position will assist with coordinating agency’s information technology initiatives with the County’s Information Technology Department to ensure compliance with County standards. This position will be the primary contact to outside agencies to support the agency’s mobile data system. This employee must be capable of providing 24 X 7 system support for critical hardware and applications. 

This is a non-union position on a full-time basis that is assigned to the management staff of the Emergency Management Agency. Work is performed under the direction of the Manager of EMA Technical Systems, who reviews work performance for the effective functioning of the job duties as described. The employee in this position is responsible for but not limited to performing the following essential functions listed below.

ESSENTIAL FUNCTIONS OF JOB:

1. Responsible for the management of Windows Active Directory user accounts, user groups, folder permissions, roaming profiles, system policies, email accounts and email groups. 
2. Responsible for supporting the servers, workstations, printers, LAN hardware, and miscellaneous hardware utilized at EMA.
3. Responsible for updating and securing Windows Servers monthly.
4. Responsible for providing first level technical support for in-house users.
5. Responsible for providing second level support for mobile data system users.
6. Responsible for 24 X 7 support of mobile data system.
7. Responsible for coordination mobile data users groups.
8. Responsible for assisting CAD Admin of mobile data coordinator/user MOUs documentation.
9. Responsible for assisting CAD Admin mobile data system GUI design.
10. Responsible for keeping MFA up to date for all users who have access to CLEAN/NCIC.
11. Functions as the Assistant Information Security Officer for the PSP CLEAN/NCIC network.
12. Responsible to ensure mobile data users have valid CLEAN/NCIC certification.
13. Responsible to ensure mobile data computers meeting PSPs information security protocols.                                                                                                        
14. Responsible for audit documentation of mobile data computers to meet PSP information security requirements.
15. Must be capable of obtaining and maintaining CLEAN/NCIC certification.
16. Responsible for providing backup support for the CAD Administrator and Database Technician during his/her absence. 
17. Assists with the management of the VPN devices including troubleshooting remote VPN connections with local Law Enforcement.
18. Document system configurations, processes and changes for accurate maintenance and upgrades.
19. Functions in a Staff position upon activation of the Emergency Operations Center.
20. Assists with documentation covering the disaster recovery plan.

OTHER DUTIES OF JOB

1. Attends meetings or training sessions as necessary, which may include evenings and weekends.
2. Maintains a working relationship with all members of the agency staff and has the ability to support other staff positions where needed, with primary focus in information technology.
3. Performs other job-related duties as required.
4. May occasionally drive to other county / municipal offices for meetings or when performing data collection / field work.

PHYSICAL/MENTAL CONDITIONS

1. Must possess ability to record, convey and present information, explain procedures and follow instructions.

2. Physical capabilities include the ability to sit for long periods of time, walk, talk and hear; lift or move up to 50 pounds; bend, stoop or crawl in tight spaces; use arms, hands and fingers to reach, handle, feel, grasp or manipulate objects, materials, tools, equipment and controls; should have close, distance, color and peripheral vision; depth perception, ability to perceive and discriminate colors or shades of colors and the ability to focus. 

3. Must be able to pay close attention to details and concentrate on work.

    

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

1. Knowledge of current Microsoft Server Operating Systems and troubleshooting.
2. Knowledge and troubleshooting skills covering Windows 11 Operating System.
3. Knowledge of VPN software policies, access lists and web filtering interface and secure networking.
4. Knowledge of security packages and anti-virus software.
5. Knowledge of Hexagon ICAD 9.4 assisting with application issues.
6. Knowledge of networking fundamentals.
7. Ability to troubleshoot software and hardware technical issues. 
8. Ability to communicate clearly, orally and in writing.
9. Ability to organize and structure documentation.
10. Ability to logically interpret and analyze data. 
11. Ability to stay current in technology changes
12. Ability to manage time and priorities.
13. Ability to establish an effective working relationship with supervisors, subordinates, peer employees, public safety personnel, municipal officials, representatives of business / industry and the general public.
14. Must possess problem-solving skills. 
15. Must have a valid PA driver’s license and be able to provide own transportation for 24 X 7 emergency call outs.
16. Must be able to successfully complete a criminal history background check.

MINIMUM TRAINING AND EXPERIENCE

High school diploma or equivalent; graduation from an accredited college with a two-year degree in a related field; plus, one year’s experience supporting technical systems and users. (Experience in a related technical or administrative field may be substituted year for year for educational requirements).

Dauphin County is an equal opportunity employer and is committed to an inclusive workplace free of discrimination and harassment. Dauphin County prohibits discrimination and harassment of any type and affords equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local laws.