Public Safety Technology Support Analyst

Under the general direction of the Director of the Emergency Communications Center or designee, performs specialized technical and operational support work for the Emergency Communications Center (ECC) and Emergency Operations Center (EOC). Provides day-to-day support for public safety workstations, software applications, computer-aided dispatch (CAD), GIS/mapping, communications technology, peripheral equipment, and related mission-critical systems. Performs routine system and application support, equipment deployment, configuration, testing, troubleshooting, documentation, inventory and user assistance in accordance with established standards and procedures.

Works in coordination with the Computer Systems Administrator on supported technologies and assigned technical projects. Escalates complex system administration, cybersecurity, infrastructure, database and other matters requiring higher-level technical expertise to the Computer Systems Administrator or appropriate technical resource. Provides technical support for EOC readiness, emergency preparedness exercises, significant incidents, continuity activities and EOC activations. Performs related work as required.

Receives general supervision from the Director of the Emergency Communications Center or designee. Works in coordination with the Computer Systems Administrator on supported systems assigned technical projects and matters requiring higher-level system administration or technical expertise.

None

• Provides technical support to ECC/EOC personnel for assigned workstations, peripherals, software applications and public safety technology.
• Provides routine operational support of CAD, NG911, emergency medical dispatch (EMD), GIS/mapping, fire station alerting, emergency response data platforms and other mission-critical applications in accordance with established procedures.
• Performs assigned workstation deployment, imaging, software installation, patching, equipment replacement, peripheral setup, inventory and routine maintenance in accordance with established standards.
• Performs routine application configuration, user access administration, testing, upgrades, troubleshooting, planned maintenance and related support activities within established procedures and assigned authority..
• Assists with CAD and GIS data maintenance, including address information, response zones, map layers, operational mapping and related data-quality review.
• Receives, documents and troubleshoots technology issues; resolves routine problems within established procedures and escalates higher-level system administration, cybersecurity, infrastructure, database and complex technical matters to the Computer Systems Administrator or other appropriate technical resource.
• Performs assigned system changes, software releases, interfaces, equipment installations, acceptance testing, implementation activities under established procedures and in coordination with the Computer Systems Administrator and vendors, as appropriate.
• Participates in continuity and failover testing and supports the technical readiness of ECC/EOC systems in accordance with established continuity procedures.
• Develops and maintains technical documentation, equipment inventories, user guides, troubleshooting procedures and standard operating procedures and other records for supported technologies.
• Provides user assistance and training to ECC/EOC personnel regarding supported technology, system functionality, procedures and new features.
• Provide technical support for the technological and operational readiness of the EOC, including computers, communications systems, displays, mapping resources, video systems and information-sharing technology.
• Provides technical and operational support during EOC activations, significant incidents, planned events, exercises and drills
• Assists with technology-related continuity, emergency preparedness and EOC documentation and readiness activities.
• Provides routine technical support for cameras, video systems, license plate reader technology and other public safety technology assigned to the ECC/EOC.
• Coordinates with vendors and other City technology personnel regarding routine support, equipment, software, maintenance and implementation matters.
• Maintains awareness of applicable technology standards, security requirements and established procedures governing the handling of public safety and other confidential information.
• Performs related duties as required.

• Knowledge of…