Technical Support Specialist-Police
Core
Provide first-line technical support for hardware and application issues to the 911 Call Center and Police vehicles, resolving incidents at the point of contact or escalating to higher tiers.
Role type
Tier 1 IT Service Desk Specialist
Builds
IT service stability for 911 operations and mobile police units
Domain
Public sector / Law enforcement IT
Deliverable
client delivery
Required skills
PC hardware troubleshooting, A+ certification, PC imaging and configuration, log collection, incident prioritization, escalation procedures, basic SQL and Windows OS knowledge
Preferred skills
ITIL Service Management principles, budget and procurement process knowledge
Technologies
MS Windows, MS Office, Mainframe, SQL
Responsibilities
Receive and resolve incident calls via service desk application, monitor call progress to resolution, escalate complex issues to Service Desk Manager, travel to remote locations to resolve hardware issues and install data lines, assess and define problems for Tier 2/3 teams
Seniority
Junior to Mid-level, hands-on IC
