Police Information Systems Technician

IT Support Technician

Position

Reports To:

Network Administrator, Police

Positions Supervised:
None

Conditions Of Employment:

• Subject to post offer, pre-employment drug screen, fingerprint criminal background check and pre-employment polygraph.
• Subject to post offer, pre-employment physical examination/medical history check.
• Subject to signing a confidentiality agreement.
• English proficiency required.

Position

Purpose:

Works as part of the IT team to provide first-level technical support to Police Department employees by troubleshooting, maintaining, and supporting computer hardware, software, and related technology.

Essential Functions And Basic Duties

• User Support: Provide courteous and effective first-level technical support to Police Department employees by responding to, troubleshooting, and resolving routine help desk requests in person, by phone, or remotely.
• Equipment And Software Setup: Install, configure, maintain, and troubleshoot computers, printers, mobile devices, peripheral equipment, and approved software; assist with equipment deployments, upgrades, and replacements.
• Account And Access Management: Create, modify, and deactivate user accounts; reset passwords; assign and update user permissions.
• Training And Onboarding: Train new Police Department employees on department technology, software applications, and IT best practices; develop and maintain user guides to promote user self-service.
• Documentation: Record and track help desk requests, resolutions, equipment assignments, and inventory in the department's ticketing or asset management system.
• Compliance And Security: Follow IT policies and security standards, protect sensitive information, report security concerns, and successfully complete and maintain applicable Criminal Justice Information Services (CJIS) requirements.
• Other Duties: Perform other related duties as assigned.

Performance Measurements

• Responds to help desk requests promptly, professionally, and courteously.
• Resolves routine technical issues accurately and within established time frames.
• Creates clear, user-friendly self-help documentation.
• Accurately documents service requests, resolutions, and equipment assignments.
• Demonstrates proficiency with assigned hardware, software, and technology systems.
• Follows established IT, cybersecurity, and Police Department policies and procedures.
• Maintains the confidentiality and security of sensitive information.
• Communicates effectively and works cooperatively with employees, supervisors, and coworkers.
• Demonstrates dependability, initiative, and a willingness to learn.
• Minimum age requirement is 18 years old.

Qualifications

Education/

Experience:

Completion of a one-year technical or vocational program in information technology or a related field; or a high school diploma or equivalent and two (2) years of related IT support experience; or an equivalent combination of education, training, and experience. Experience supporting law enforcement technology or knowledge of law enforcement operations is preferred.

Certificates/Licenses:
Must be eligible for and maintain access to Criminal Justice Information Systems (CJIS) in accordance with applicable state and federal requirements.

Required Knowledge:

• Computer Hardware And Software: Knowledge of computer hardware, operating systems, software applications, mobile devices, printers, and peripheral equipment sufficient to provide first-level technical support.
• Customer Service: Knowledge of customer service principles and practices, including identifying user needs and providing effective technical support.
• Networks And Telecommunications: Basic knowledge of computer networks, telecommunications systems, and related technologies.
• Communication: Knowledge of effective written and verbal communication principles, including clarity, grammar, and professional correspondence.

Skills/Abilities:

• Strong verbal, written and interpersonal communication skills.
• Ability to explain technical information clearly to users with varying levels of technical knowledge.
• Ability to troubleshoot problems, gather information, analyze situations, and develop practical solutions.
• Proficiency in using computers and standard business software applications.
• Ability to organize work, prioritize multiple tasks, maintain accuracy and demonstrate attention to detail.
• Ability to provide professional, courteous customer service and work effectively with employees at all organizational levels.
• Ability to operate standard office equipment including computers, telephones, printers, and copiers.
• Ability to maintain confidentiality and handle sensitive information appropriately.

Physical & Mental Activities And Requirements

Finger Dexterity:
Manual dexterity sufficient to operate computers, keyboards, tools, and other technology equipment.

Visual Abilities:
Normal vision, with or without corrective lenses. Ability to view computer screens, read technical information, and distinguish colors as needed.

Physical Strength: PDC Level
- Exerts up to 25 lbs. of force occasionally.…