User Support Technician- Public Safety

Distinguishing Features of the Class

This role supports Public Safety personnel who use computer hardware and software in the performance of their duties. The employee is expected to lead support for the Public Safety IT group through ingesting, triaging, assigning, fulfilling, and closing of support‑related technology requests from Police and Fire employees. This position provides both general and specialized technology support for Public Safety operations via in‑person, remote, telephone, or email methods.

Technicians require the knowledge and ability to work with a diverse range of technology concepts including software, PC and mobile devices, network and telephony services, audio/visual equipment, and to exercise best practices using the IT Service Management (ITSM) system. Examples of Public Safety‑focused systems include Computer Aided Dispatch platforms, Records Management Software systems, mobile computers, mobile cameras, in‑car communication systems, servers, and data analytic platforms.

Prior experience in Public Safety is highly desirable but not required. Occasional after‑hours work and on‑call duties will be expected. The work is performed under the direct supervision of an assigned supervisor, but considerable leeway is granted for the exercise of independent judgement and initiative. The nature of the work performed requires that an employee in this class establish and maintain effective working relationships with other City employees and technical vendors.

The principal duties of this class are performed in a general office environment.

• Graduation from and accredited college or university with an Associate
• Degree in computer science or a related field, and some personal computer system support experience, or Any equivalent combination of experience and training which provides the knowledge, skills and abilities necessary to perform the work.

Candidates for positions in this class must pass a post‑offer physical examination, drug screen and background screening. Possession of a valid Iowa Driver’s License or evidence of equivalent mobility.

Provides on‑site maintenance and trouble‑shooting for personal computer hardware and peripherals, software and network connections and other equipment. Responds to assigned trouble calls from users. Diagnoses the cause of personal computer operation problems and takes or recommends appropriate action to take to solve those problems. Performs software installation and setup procedures. Performs network configuration procedures. Performs component diagnosis and replacement. Assists assigned users in use of computer software, including standard office software, network and systems client software, and specialized software that may be used by a department.

Performs Departmental needs assessments; coordinates assessment projects with Departmental and Information Technology staff. Instructs Departmental employees in appropriate techniques to enhance productive use of personal computer hardware and software. Performs project assignments, as required, including maintaining equipment records, and purchasing supplies. Provides needed information and demonstrations concerning how to perform certain work tasks to new employees in the same or similar class of positions.

Keeps immediate supervisor and designated others fully and accurately informed concerning work progress, including present and potential work problems and suggestions for new or improved ways of addressing such problems. Attends meetings, conferences, workshops and training sessions and reviews publications and audio‑visual materials to become and remain current on the principles, practices and new developments in assigned work areas. Communicates and coordinates regularly with appropriate others to maximize the effectiveness and efficiency of interdepartmental operations and activities.

Performs other directly related duties consistent with the role and function of the classification.

for Benefit Summary