Public Safety Information Technology Technician; Information Systems Support Specialist

This position announcement will be used to fill a full‑time, permanent Information Systems Support Specialist, Desktop Support Technician vacancy assigned to Public Safety Agencies in the Office of Information Technology with Anne Arundel County.

Public Safety IT Desktop Technicians provide Tier 2 support for hardware, software, and networks across agencies like Police, Fire, Detention Centers, and Courthouses. They ensure the reliability of mission‑critical systems through the following core duties: providing hands‑on and remote troubleshooting for desktops, mobile systems, peripherals, and A/V equipment; managing new setups, PC refreshes, software installations, and security updates to protect sensitive data;

resolving help desk tickets, maintaining hardware inventory, and documenting issues for timely resolution; and training personnel and maintaining connectivity for LAN‑based and mobile systems used in emergency response. A strong understanding of the 24‑hour structure and ensuring systems remain operational at all times.

Provides Level 1 and 2 support for public safety security systems, including testing, implementation, and maintenance of computer programs and applications. (

Note:

The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)

• Tracking and monitoring PC problems to ensure timely resolution for customers.
• Entering tickets into the JIRA Service Management system.
• Assisting customers with the Employee Solutions Center (Self Service portal for JIRA).

• Determining requirements for application systems, file sharing, equipment, and data communications.
• Installing, configuring, upgrading, and troubleshooting hardware, software, and data communications.
• Configuring all software parameters for security and operational efficiency.
• Testing systems for integrity and performance.
• Troubleshooting, diagnosing, and resolving computer problems in both network/telecommunications and stand‑alone environments.
• Providing support for multiple computer platforms, applications, and operating systems.
• Advising, training, and assisting users on the optimum use of equipment.
• Ensuring installation of desktop hardware/software meets technical standards.
• Reviewing, preparing, and migrating all legacy/web application systems and documentation from development into production environments.
• Monitoring production environments for integrity and validity.
• Providing input on IT policies, standards, and procedures for operations, quality assurance, and security administration.
• Providing user training and documentation for hardware and desktop applications.
• Assisting with the creation and maintenance of OIT/Help Center documentation and procedures related to PC setup, installation, and troubleshooting.
• Setting up and installing PCs and peripherals.
• Rebuilding existing PCs to improve performance.
• Independently diagnosing desktop computing problems.
• Ensuring system security is consistent with county policies and procedures.

• Knowledge of computer science principles and practices, including relational database systems, structured design and programming, data communications, quality assurance, information technology security and knowledge‑based systems.
• Knowledge of micro, mini and personal computer hardware and software and of system setup and troubleshooting.
• Knowledge of PC LAN system design and operation. Knowledge of a variety of office automation systems. Knowledge of the organization and operation of the business department to which assigned or the ability to rapidly acquire such knowledge.
• Knowledge of Quality Assurance and Information Technology security principles and practices. Knowledge of source and object code library management systems (e.g. Panvalet), and Web application developers (e.g. Web Sphere) and JCL (Job Control Language).
• Skill in migrating and implementing application software from a…