IT Operations & Support Lead

Description:

ABOUT US

At Patrol PC, we build the technology that backs up our first responders. We design and manufacture ultra-rugged computing systems tailored for the demanding environments of law enforcement, fire, and EMS. When you join our team, you are directly contributing to the delivery of high-performance, rock-solid technology to those who protect and serve our communities.

THE ROLE

We are looking for a hands-on, highly versatile IT Operations & Support Lead to become the backbone of our technical operations. This dynamic role bridges the gap between internal IT management and external product support. You won’t just be sitting behind a helpdesk; you will be diagnosing rugged hardware, building deployment images, managing our network infrastructure, and ensuring our customers have the reliable tech they need in the field.

If you are a natural problem-solver with a strong foundation in PC hardware, system deployment, and IT administration, we want you on our team.

KEY RESPONSIBILITIES

Customer & Product Support:

Serve as the expert voice for our customers, providing responsive, professional technical support via phone and email to resolve field hardware and software issues.

Lead the RMA process: diagnose, repair, and reimage returned systems, performing part replacements and maintaining meticulous service documentation.

Collaborate with the production team to troubleshoot and resolve internal software, firmware, and hardware failures.

Internal IT & Network Administration:

Install, configure, and maintain internal servers, workstations, network infrastructure, and backup systems.

Spearhead company-wide cybersecurity, monitoring antivirus deployments and executing disaster recovery protocols.

Act as the systems analyst for core business platforms, including our CRM, QuickBooks, and a future ERP/MRP implementation.

Manage basic website updates and maintain internal IT policies, SOPs, and technical documentation.

Systems Imaging & Deployment:

Build, maintain, and test factory Windows OS images and driver packs for production deployment.

Develop and manage imaging tools used in both the manufacturing process and field service.

Partner with engineering to rigorously test and validate new firmware, drivers, and product releases prior to launch.

Requirements:

REQUIREMENTS

Experience: 3–5+ years in technical support, IT systems administration, or hardware repair.

Hardware Expertise: Deep understanding of PC hardware components, architecture, and hands-on diagnostic techniques.

Software & Networking: High proficiency in Windows operating systems, networking fundamentals, imaging software, and system deployment tools.

Soft Skills: Excellent communication and organizational skills, with a proven ability to manage multiple priorities in a fast-paced, hands-on environment.

NICE TO HAVE

Technical Versatility: Familiarity with programming/web languages and databases (JavaScript, jQuery, HTML, CSS, PHP, C++, Python, CodeIgniter, MySQL, Apache).

Systems: Experience with QuickBooks and UPS WorldShip.

Industry Knowledge: A background in vehicle electronics installation (e.g., dash cameras, GPS, radios, alarms) or familiarity with public safety and first responder environments.