Police Information Systems Technician

Description

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.

• 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.

• 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.

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.

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

• 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.

• 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.

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

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

PDC Level - Exerts up to 25 lbs. of force occasionally. Performs primarily…