Systems Support Specialist - Technology

SUMMARY:

This position serves as a key member of our 24/7 Technical Support Group, the Technology Systems Support Specialist is on the front lines of technology for South Sound 911 and our public safety partner agencies. This fast-paced role processes a high volume of technical requests (~100 per day) and takes ownership of the systems that keep our first responders and support staff operational. More than a support role; this position actively maintains servers, automates processes, manages hardware lifecycles, and provides the critical technical backbone for our mission-critical operations.

ESSENTIAL FUNCTIONS:

Endpoint & User Support:

• Serve as the primary point of contact for a high volume of technical requests, managing incidents and service requests through our ticketing system.
• Manage the full lifecycle of end-user hardware, including the installation, repair, upgrade, and replacement of all PCs, laptops, printers, and peripherals.
• Provide expert support for mission-critical software, including applications related to officer reporting.
• Troubleshoot and manage all Audio/Visual (AV) equipment, including Crestron and Polycom systems, projectors, cameras, and microphones.

Systems & Server Administration:

• Perform daily administration in Active Directory, including user account creation, modifications, password resets, and the management of distribution and security groups.
• Maintain and utilize the SCCM server to deploy software, security updates, and manage system configurations.
• Assist in troubleshooting Group Policy (GPO) issues.
• Manage print servers, including the maintenance and updating of drivers.
• Maintain and monitor the server that houses system backups, ensuring data integrity.

Automation, Imaging & Process Improvement:

• Utilize PowerShell and write scripts to automate repetitive tasks and improve operational efficiency.
• Create, maintain, and deploy standardized and emergency OS images for workstations and laptops.
• Contribute to the administration and maintenance of the IT ticketing system itself.

Provide training and orientation to other employees and assist co-workers when needed.

Additional duties as assigned and related.

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

Fluent use of the English language, to include the ability to understand written and verbal instructions, understand and interpret complex rules and procedures, explain and apply applicable laws, ordinances, codes, regulations, policies and procedures.

Work appropriately with confidential material and information.

Demonstrated working knowledge of current technology to support various platforms and applications.

Proficient with standard suite of Microsoft Office software and database applications, and phone system. Proficient with Exchange Administrator, Active Directory, and Microsoft Windows as well as Group Policy, Configuration Manager and PowerShell.

Exercise a high degree of independent judgment in problem solving and decision-making. Analyze situations quickly and adopt an effective course of action.

Communicate efficiently and effectively both orally and in writing with both technical and non-technical users in a public safety environment while using tact, patience and courtesy to maintain cooperative and effective working relationships with others.

Organize work with many interruptions and multiple tasks to meet schedules and timelines.

Proactive in identifying issues, improving processes, and taking responsibility for systems.

Collaborate with team members and other support teams to resolve incidents and technical issues. Demonstrate the ability to work in a diverse team environment.

Ability to triage incoming requests to determine level of urgency and assign to appropriate personnel.

Knowledge of Support Ticketing application to respond to staff help request and service.

Understand wireless networking, VPN, SMS, Remote Desktop, video conferencing and audio/visual technology.

Skilled in Mobile Device Troubleshooting.

Able to provide excellent customer service, in a fast paced and challenging environment.

Ability to travel to other local locations in a timely manner, as needed for performance of the job.

EDUCATION AND EXPERIENCE:

Associates degree in Information Technology or related field, or a minimum of 2 years of progressively responsible professional computer support experience in a computer support environment. Additional related education or experience may substitute year-for-year for the requirements.

Microsoft Certified Professional (MCP) and CompTIA A+ certifications are desired.

CAREER LADDER AND LEVELING CRITERIA:

This career ladder defines the progression of scope, impact, and leadership within the Technology Systems Support Specialist role.

Level I: Technology Systems Support Specialist

• Focus: Independent contribution and proactive end-user support.
• Scope: Manages a high volume of daily support requests and serves as the primary point of contact for technical issues. Handles the full lifecycle of end-user hardware, from deployment to retirement. Independently administers core systems like Active Directory and SCCM for daily tasks and can troubleshoot most common-to-complex incidents with minimal supervision.
• Experience: 0-5 years of relevant experience.

Level II: Senior Technology Systems Support Specialist

• Focus: Technical leadership, mentorship, and proactive system improvement.
• Scope: Acts as the final technical escalation point for the most complex system and user issues. Leads the technical design and execution of major projects, such as hardware refreshes and software deployments. Owns and architects core endpoint systems (e.g., OS imaging, SCCM). Mentors junior team members and drives automation initiatives with advanced scripting to improve system reliability and reduce manual effort.
• Experience: 5+ years of experience with demonstrated technical depth.

WORKING CONDITIONS AND PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The agency operates 24 hours per day, 7 days per week, 365 days per year and work may be required at any time. Work is performed in an office environment with frequent interruptions. The noise level is generally quiet; this position will interact with employees and customers on a daily basis.

Office environment is a 40-hour work week. Standard Support Center hours are 6:00 a.m. – 10:00 p.m.; may be required to work weekends and holidays; rotating on-call schedule covers weekends and after hours. Subject to 24/7 emergency call out and traveling to different locations to conduct work.

Must be able to hear and talk. Vision required in the job includes close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Must frequently sit for extended periods at a computer terminal, walk both indoors and out, use hands to finger, handle or feel. Frequently required to reach with hands and arms; occasionally must stand, bend/stoop, or kneel. Occasionally must lift and/or move up to 25 pounds. Must be able to travel away from the regular worksite as required.

The statements herein are intended to describe the general nature and level of work performed by employee(s) in this job title. The statements are not a complete list of responsibilities, duties and skills required of employee(s) in this job title. Furthermore, the job description does not establish a contract of employment and is subject to change at the discretion of the agency.

South Sound 911 offers the following benefits; https://southsound911.org/wp-content/uploads/2022/12/Benefit-Info-access.pdf