Information Technologist 3 - Office of First Responder Services MARCS

Schedule: Full-time

What You'll Do:

Provides support and service to information system users &/or IT specialists (e.g., enters meta-data into repositories, performs loading validation, executes unit or system test scripts, provides maintenance support for application software, develops, organizes, files, & maintains platform specific documentation).

Acts as lead worker for the MARCS Network Operations Center by providing guidance, support, and on-the-job training to IT staff. Assists Field Operations Manager with:

Monitoring tickets to ensure proper & timely resolution

Conveying site specific information to insure overall site readiness.

Documents/schedules/verifies notification of site preventive maintenance functions with vendors as well as internal tracking calendar.

Adaptation of new SCADA equipment into monitoring environment.

Generates enhancements for existing infrastructure, software or database systems in compliance with specifications & standards (e.g., creates &/or modifies program modules, creates database diagrams, writes standard queries, writes test cases &/or scripts for unit & systems testing, verifies unit & system test results to ensure software is producing desired results).

Assists customers with management of subscribed devices which includes: beginning the work flow for new customer onboarding, management of devices for existing customers, and updates customer contact/database information:

Inputs and verifies information, using multiple data formats, in support of Agency’s data requirements.

Performs logging, batching and scanning duties in support of document management functions

Provides excellent customer service to MARCS subscribers, partners, vendors and others which includes:

Respond promptly to inquiries via phone, email, chat, radio, etc..

Resolve subscriber’s and other’s concerns, escalating when necessary.

Identify subscriber’s and other’s needs and provide proactive solutions.

Record customer interactions for tracking and analysis

May be required to carry a state cell phone.

May be required to work weekends, holidays and non-traditional shifts.

Considered an “essential” employee for weather events.

Minimum Qualifications:

36 mos. combined work experience in multiple areas of assigned responsibility (e.g., infrastructure, database administration, software development, business process analysis) including 12 mos. combined work experience as specified by the agency position description & job posting.

OR completion of undergraduate core program in computer science or information systems AND 12 combined work experience in multiple areas of assigned responsibility (e.g., infrastructure, database administration, software development, business process analysis) as specified by the agency position description & job posting.

OR equivalent of minimum class qualifications for employment noted above.

Note: Only those applicants possessing the minimum qualifications above will be considered for this vacancy.

Job Skills: Information Technology

Knowledge, Skills, & Abilities:

Knowledge of:

Computers & electronics

Oral & written communication tools & techniques

Customer support & personal service

Telecommunications (e.g., e.g., Ethernet, ISP Demarc, various testing tools, fiberoptic)

IT security principles & methods

Motorola MCC 7500 Radio Console; LMR radios

MARCS tower site safety practices (e.g., HVAC, door alarms, etc);

Operating systems installation & configuration procedures

Network standards, protocols, & procedures

Platform usage

Capabilities of network equipment (e.g., routers, switches, bridges, & related hardware)

Back-up & recovery techniques

Technical writing & documentation practices

Skill for:

Reading comprehension

Speaking

Service orientation

Installation

Troubleshooting

Critical thinking

Systems evaluation & operation monitoring

Ability to:

Transport items up to 50 lbs.

Operate help desk software (e.g., ServiceNow & Remedy, IRIS, PowerShell, Genesis, UEM, Grafana, MS Office 365 Apps, VoIP/Call Center app)

Carry out instructions inwritten, oral or picture form

Understand manuals & verbal instructions technical in nature

Stay abreast of current technologies in area of IT assigned

Deal with problems involving several variables in familiar context

*Developed after employment