Description

The 9-1-1 Systems Technician provides first-tier support for Tarrant 9-1-1 District’s critical systems. The Technician installs, configures, and maintains 9-1-1 hardware and software, including servers, printers, and related equipment at District 9-1-1 Emergency Call Centers/Public Safety Answering Points (PSAPs). This includes providing software support and hardware repair, replacement, and upgrades on an as-needed basis. The Technician understands Legacy 9-1-1 and Next Generation 9-1-1 and will assist during the transition. This individual is available 24/7 on a rotational basis for PSAP support and problem resolution of the 9-1-1 systems, as well as critical District services. This work may be required during non-standard business hours.

The 9-1-1 Systems Technician duties include task management, assisting with developing and executing test plans, oversight of outsourced services, review and implementation of Call Handling Equipment (CHE) software revisions and upgrades. Install and maintain structured wiring and components and monitor Uninterruptible Power Supplies (UPS) and generators. Provides 9-1-1 system-related support by responding directly to customer requests, identifying, interpreting, and resolving system issues in a timely manner. Coordinate, where applicable, with vendor staff to expedite the handling of critical system issues. Both office assignments and assignments at various sites throughout the District are required.  Interaction and instruction of features and equipment functionality with stakeholders may be necessary.

Requirements

•        Supports District objectives by assisting in the planning, installation, maintenance, and documentation of PSAP systems. 
•        Executes PSAP system staging, configuration, testing, desktop installations, including moves. 
•        Responds to emergency issues as an escalation point with the ability to identify trouble, determine and initiate appropriate solutions and actions based on situational analysis.
•        Deploys new software for PSAPs and coordinate with Technical Operations team for vendor coordination.
•        Participates in developing strategies for continued maintenance and upgrades suited to changing needs for PSAPS.
•        Assists with goals and test plans for the deployment of Next-Generation networks and CHE. Review reports and logs, determine necessary changes and adjustments, and implement remedial measures. 
•        Follows SOPs for backup and recovery activities. Configure, schedule, and monitor data backup. Troubleshoots issues with backup utilities and infrastructure.
•        Assists senior technical staff with implementing security procedures and ensuring key controls are in place. Ensure controls are enforced on an ongoing basis.
•        In accordance with SOPs, manages critical communications with vendors and support staff to ensure that all 9-1-1 PSAP systems are kept up to date and operating efficiently. Includes tracking, testing, and implementing necessary software and hardware system patches and upgrades.
•        Monitors, acts for remediation, and tracks trouble tickets, including watching for trends.
•        Participates in On-Call rotation of after-hours and weekend coverage for any maintenance or outage issues that may occur outside of normal business hours.
•        Utilizes multiple monitoring platforms to gain a wholistic view of a various circuits, network elements, computers, and stand-alone devices to determine severity levels and priority responses. 
•        Reviews periodic technical documentation provided by manufacturers and takes action where necessary. 
•        Assists with the development of SOPs and As-Built documentation and drawings. 
•        Responsible for Change Management documentation and following procedures. 
•        Works with vendors and maintenance personnel to complete projects, tasks, and goals.  
•        Assists in developing departmental budget by identifying solution needs and acquiring vendor information.
•        Participates in continuing training and education on technical subject matter to promote development and keep abreast of new technologies. 
•        Reviews documentation on functionality and debug applications.
•        Assists with team assignments to include field testing, documentation, and testing.
•        May be assigned to supervise outsourced services and contract personnel.
•        Works with vendors to schedule and maintain power infrastructure for District-owned UPS and generators. 
•        Provides backup to the PSAP Support Analyst for entry/deletions of users and speed dials within the CHE software and reporting software.
•        Other job duties as assigned.

Knowledge and Skills:

•         Possesses strong knowledge of current software, hardware, and operating system platforms, computer-aided dispatching software interfaces, telecommunications systems, backup power systems, and diagnostic equipment.
•        Possesses knowledge of Microsoft Server, Linux-Command Line Interface, and Windows operating systems required.
•        Possesses working knowledge of Public Safety Answering Point technology and working environments to identify and recommend solutions suitable for PSAP environments.
•        Ability to learn specific 9-1-1 call handling software and configurations.
•        Must demonstrate the ability to read, interpret, and process multiple data sources, form logical real-time analysis, and swiftly implement measured reactions to facilitate seamless continuity of operations and system integrity.
•        Possesses a basic understanding of Electronic/Electrical Engineering technologies as well as Networking technologies and applications.
•        Ability to manage and maintain record-keeping system of projects and activities within the PSAP and network. 
•        Ability to provide information correctly and concisely, orally and in writing.
•        Possesses knowledge of general office computer software programs, including but not limited to MS Word, Excel, and PowerPoint.
•        Ability to work effectively with PSAP personnel and operational team members.
•        Demonstrates strong organizational and multi-tasking skills.
•        Ability to follow technical instructions.
•        Possesses and demonstrates problem-solving skills.
•        Demonstrates in-depth knowledge of 9-1-1 networks and 9-1-1 CHE.
•        Ability to work independently yet also work well with teams, in a technical and non-technical capacity.
•        Ability to learn new technologies, skills, and software platforms/extensions quickly with minimal oversight.
  Possesses advanced technical knowledge of 9-1-1 systems, standards, and telephony concepts.
•        Ability to identify and keep abreast of upcoming technological trends.
•        Ability to use maps and charts sufficiently.

Education and Experience:

•       Associate’s or Technical degree and five or more years’ experience in the Telecommunications field. Additional years of experience may substitute for a portion of the required education.
•       At least one (1) year of experience with Call Handling Equipment and software to include problem resolution.
•       Prefer three or more years’ experience in PSAP technology implementation.
•       Prefer Project Management experience.
•        Prefer experience with CentOS.

WORKING CONDITIONS (including physical demands)

•        Must have the ability to observe details at close range and communicate information.
•        Ability to operate a computer or other office productivity equipment constantly.
•        Ability to pull cables, climb ladders, lift boxes, rack and stack hardware, and access tight spaces 
•        Extensive use of computers, keyboards, and any necessary technical equipment.
•        Ability to work in a stationary position for extended periods (e.g., 3 hours or more) as needed.
•        Ability to stretch, reach, or lift objects or materials that may be up to 40 pounds in weight.
•        Ability to travel and participate in company/industry-wide events such as training, seminars, and conferences.
•        May require specialized clothing or the use of common personal protective equipment.
•        Possesses a current, valid driver’s license and the ability to operate a motor vehicle.
•        Properly maintain District-issued vehicle and practice safe driving habits according to Texas laws