Public Safety IT Desktop Support Specialist

Position Description

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 such as Police, Fire, Detention Centers, and Courthouses. They ensure the reliability of mission‑critical systems through hands‑on and remote troubleshooting for desktops, mobile systems, peripherals, and A/V equipment; managing new setups, PC refreshes, software installations, and security updates; resolving help‑desk tickets; maintaining hardware inventory; documenting issues;

training personnel and maintaining connectivity for LAN‑based and mobile systems used in emergency response. They also maintain a strong understanding of the 24‑hour structure and keep systems operational at all times.

• Tracking and monitoring PC problems to ensure timely resolution for customers.
• Entering tickets into the JIRA Service Management system and assisting customers with the Employee Solutions Center.
• Determining requirements for application systems, file sharing, equipment, and data communications.
• Installing, configuring, upgrading, and troubleshooting hardware, software, and data communications.
• Configuring software parameters for security and operational efficiency.
• Testing systems for integrity and performance; troubleshooting, diagnosing, and resolving computer problems.
• Providing support for multiple computer platforms, applications, and operating systems.
• Advising, training, and assisting users on optimal use of equipment.
• Ensuring installation of desktop hardware/software meets technical standards.
• Reviewing, preparing, and migrating legacy/web application systems and documentation to production.
• 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.
• Diagnosing desktop computing problems independently.
• Ensuring system security is consistent with county policies and procedures.

Candidates should have knowledge of computer science principles, relational database systems, structured design and programming, data communications, quality assurance, IT security, and knowledge‑based systems. They should be proficient with micro, mini, and personal computer hardware and software, PC LAN design and operation, office automation systems, and be able to rapidly acquire knowledge of the business department. Experience with QA and IT security principles, source and object code library management systems, and web application developers such as Web Sphere is desired.

Skills in migrating and implementing application software from development to production, developing and maintaining operational documentation, and using spreadsheets, word processing, graphics, and database management systems are required.

Two years of coursework with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; and two (2) years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. A total of four (4) years of education and experience may substitute for the additional coursework, provided it is supplemented by relevant coursework or certification in computer system administration or a related field.

Applicants must also pass a complete criminal background and driving record check to comply with CJIS requirements.

• Experience with Google Suite.
• Public (Government) sector experience.
• Knowledge of CJIS Security Policy and HIPAA/Medicaid compliance requirements.
• Experience with systems such as Computer-Aided Dispatch (CAD).
• Experience with in a Public Safety/Law Enforcement Agency.