Public Safety Senior System Technician - IT

The Public Safety Senior Systems Technician possess intermediate level IT skills and serves as the first escalation point and is the helpdesk team coordinator. Incumbents operate with intermediate technical proficiency across end-user computing, on-premise services, cloud productivity platforms, and public safety applications. This position bridges the helpdesk support tier and the engineering tier receiving and resolving escalated issues, leading helpdesk operations, coordinating vendor support, and owning team training, documentation, and knowledge management. Incumbents will also be required to troubleshoot, resolveissues, implement preventative measures for reoccurring issues, and/orreferissuestothe proper colleague or vendor for resolution. Incumbents will be required to keep detailed notes of steps performed and should have experience working with multi-tiered ticket handling/resolution systems. The ability to be highly motivated, work independently, balance and prioritize multiple projects, and research/develop solutions to complex issues are all key to succeeding in this role.Responsibilities include:

• Lead helpdesk, offsite, and vendor resources
• Monitor the TSG ticketing queue daily: verify ticket assignments are appropriate, identify aging or at-risk tickets, and escalate issues to TSG Manager when warranted
• Diagnose and resolve complex end-user issues including: Active Directory authentication and account failures, Group Policy application errors, VPN and network connectivity, application configuration, and operating system errors
• Understand the operational impact of technology failures on 24/7 emergency dispatch; apply this understanding to triage priority decisions
• Escalation point for helpdesk to identify, verify, triage, and solve tier 2 issues
• Collaborate with engineers and master technicians
• Generate senior technician reports and custom scripts
• Research and identify solutions that require peer review
• Participation with maintaining inventory of hardware, software, and support assets.
• Provide weekly and monthly reports on ticket progress, helpdesk workloads, escalations, and training needs to TSG Manager
• Coordinate, develop, and deliver training to help desk staff to sustain and expand the team's skills and customer service in support of Kitsap 911's evolving technology landscape
• Maintain helpdesk tier technical documentation: SOPs for routine tasks, troubleshooting guides, technical flowcharts, cable and rack diagrams, and process reference materials
• Maintain the TSG knowledge base: create articles following system changes, review existing content for accuracy, and retire outdated documentation on a defined review cycle.
• Draft designs for technical and programming solutions to be reviewed by engineers

The Public Safety Senior Systems Technician may also assist with administration and maintenance of critical systems under the supervision of a Systems Engineer. Incumbents may also actively work with engineers on tasks, projects, assignments or duties of higher-level jobs within IT, to increase cross training and provide continuing education.

Incumbents will have delegated decision-making authority about specific tasks and projects upon showing skill requirements, otherwise must confer with supervision and or senior technicians/engineers before making changes or taking direction with implications beyond routine tasks or assignments as appropriate.

This position supports a 24x7 facility and may require the incumbent to work weekends, holidays, and/or outside of the scheduled work hours. Additionally, incumbents will be responsible for participation in an on-call rotation and will be expected to respond to emergency support requests as required.Senior Systems Technician Minimum Qualifications:

Three (3) years’ practical work experience in a technical service desk position involving the following:

• Intermediate working knowledge of workstation & server maintenance: installation, configuration, troubleshooting
• Working knowledge of Microsoft 365 application suite (Outlook, Teams, Word, Excel, SharePoint) at the advanced user and basic administrative troubleshooting level.
• Working knowledge of TCP/IP fundamentals: IP addressing, subnets, DNS name resolution, DHCP, and network connectivity troubleshooting using tools such as ipconfig, ping, tracert, and NsLookup Solution oriented problem solving
• Experience with multi-tier ticketing and work order systems: creating, documenting, escalating, and resolving tickets with professional-quality notes that would allow another technician to understand the complete case history
• Demonstrated ability to perform structured root cause analysis: identifying underlying causes — not just symptoms — of complex technical issues
• Ability to quickly learn new technologies and provide technical support
• Strong written communication skills: ability to author clear SOPs, technical guides, and knowledge base articles appropriate for a technical audience
• Strong verbal communication skills, with the ability to clearly convey technical concepts to diverse audiences
• Any equivalent combination of experience or education that demonstrates the requisite background or potential for success in this class may be considered

Other Minimum Qualifications:

• Possess a ready and dependable means of transportation
• Possess a private telephone line with reliable 24-hour availability
• Successfully pass each part of a multi-phase pre-employment examination, which includes medical/fitness and drug test examinations, as well as a criminal background check that includes a national fingerprint check through law enforcement.
• Submit official transcripts from an accredited school or technical school, or proof of completion of specific training, education, or certification if education is being used as a qualifying equivalent, or if the job requires specific certification.
• Reliably appear for scheduled work with regular, predictable and punctual attendance
• Type sufficiently to accurately operate equipment and technologies, prepare documents, spreadsheets and presentations using Microsoft Office and other software. Be capable of performing addition, subtraction, multiplication and division without the use of a computer or calculator
• Use Microsoft Office software and advanced features and functions
• Consistently demonstrate initiative and good judgement
• Work calmly and effectively with frustrated users, while instilling confidence that solutions will be found and implemented in a timely manner
• Skillfully build consensus and arrive at resolution among a diverse group of individuals
• Skillfully navigate and support multiple simultaneous projects

Senior Systems Technician Preferred Qualifications:

• Bachelor's degree from an accredited college or university in Computer Science, Information Technology, or related field
• Comprehensive experience troubleshooting software, hardware, electronics, peripheral, complex services, or networking related problems
• Basic PowerShell scripting: automating repetitive administrative tasks, querying Active Directory, and generating reports
• Experience performing supervisory or team lead duties, and working in a customer service environment
• Intermediate knowledge of Active Directory
• Intermediate knowledge of programming, data analytics, and/or scripting languages such as:
  • Structured Query Language (SQL) specifically Microsoft SQL (MSSQL) and MYSQL
  • HTML
  • PowerShell
• Intermediate experience with:
  • Microsoft Windows workstation and server operating systems
  • Office365 cloud services
  • TCP/IP based networking
  • VPN and secure networking access services
  • Server virtualization
  • System and Network Security
  • Operation and maintenance of computer workstations and related peripherals and associated software
• General knowledge of HVAC, UPS, DC/AC power systems, and telephony
• Public Safety technical support experience

Working Environment/Physical Requirements:
Work generally takes place in an indoor climate-controlled environment, but routinely and regularly requires travel to other, sometimes outside, environments, including remote radio communication site locations.

Position requires the ability to:

• Both sit and stand for extended periods
• Kneel, crawl, lay on back, side and stomach, and climb ladders
• Use repetitive motions while entering information into a keyboard
• Have vision, depth perception, and peripheral vision sufficient to read computer screen data, distinguish colors, read blueprints, schematics, wiring diagrams, etc.
• Exert force of 50 pounds occasionally, and push, carry, pull and lift up to 25 pounds frequently, unassisted.
• Bend, stoop, and reach while installing or inspecting equipment.
• Grasp and handle documents and paper
• Speak and hear sufficiently to communicate effectively and accurately, and respond appropriately in person and using the phone.
• Work mandatory overtime, and report to work regardless of weather conditions. Some shifts/jobs may require working or being on-call nights, weekends and holidays. Incumbents may be subject to emergency and/or unplanned response or call out.
• Walk short distances frequently, and over various types of terrain in all weather conditions
• Tolerate exposure to computer monitors, electronic equipment, high noise and sound levels (i.e. tones and alarms).

Recruitment Process
The following is a detailed description of the hiring process:

The effectiveness of Kitsap 911 hinges on the quality of the personnel it employs and the level of public trust in those personnel. In order to qualify for a position with Kitsap 911 or to be placed on the hiring register, an applicant must successfully pass each phase before being able to proceed to the next process.
Candidates may reapply after six (6) months if they do not pass testing, unless disqualified from further consideration for providing false or misleading information, withholding information, testing positive for illegal substances, cheating, or disruptive behavior.

•PHASE 1: SCREENING - Candidates are screened on the minimum qualifications and hiring standards. Candidates MUST meet the minimum qualifications and pass the hiring standards to be eligible to be considered for the position. Candidates that do not meet the minimum requirements will be sent notification.

•PHASE 2: CRIMINAL HISTORY CHECK AND REFERENCE CHECK -A search of State and National Law Enforcement Databases which contain records of driver's license/history, arrests, convictions, warrants, restraining orders, sex offender registration and similar data. Candidates who do not meet Kitsap 911's "Background Standards" are disqualified from further consideration and may not reapply until within the timeline established for their violation. Kitsap 911 requires employment and personal references at the start of the hiring process. A standardized reference check form may be sent to each listed reference at any time during the process. Only include references you want us to contact early in the process on your reference form. Final candidates will be asked to provide additional references later in the process.

•PHASE 3: TESTING - Job related tests are given to qualified candidates only. Cutoff scores are predetermined.

•PHASE 4: ORAL BOARD/PANEL INTERVIEWS/ASSESSMENT CENTER - In a panel interview each candidate will be asked a set of standardized questions focused on job related competencies. Although cut off scores are established in advance of the oral board only the top candidates will be contacted to advance to the next phase. Candidates that are not selected will receive written notification.

•PHASE 5: BACKGROUND INVESTIGATION - The Background Investigators will verify applicant's credentials, criminal record and verification of at least three employment and personal references. To assist the Background Investigator the candidate will be required to complete a Personal History form; complete in-person or virtual interviews and inquiries, phone or mail inquiries; and documentation requests, reviews and certifications.

•PHASE 6: JOB PREVIEW - Final candidates may participate in a job preview to gain a more detailed understanding of job duties and requirements. Job preview may include orientation meetings, group questions and answer sessions or job shadowing with trained Kitsap 911 employees. Candidate participation in job shadowing sessions will be evaluated.

•PHASE 7: DIRECTORS INTERVIEW - Top Candidates will have an interview with Kitsap 911's Executive Director or designee prior to appointment. The Executive Director will ask a set of questions focused on job-related competencies.

•PHASE 8: FINGERPRINT CHECK - Successful candidates are required to submit a fingerprint card, which is used to search State and National Law Enforcement Databases. Because this search usually takes more than one month to complete it may be conducted post-employment. Successful completion of the fingerprint search including timely submission of a fingerprint card is required either pre-employment or as a condition of continued employment.

•PHASE 9: JOB RELATED MEDICAL EXAMINATIONS - Final candidates will be required to pass all job-related medical examinations, which include a vision examination, hearing examination, drug screen and physical examination. Vision Examination: A qualified medical professional will assess your vision and determine if your vision is adequate to perform the essential functions of this position. Hearing Examinations: A qualified medical professional will assess your hearing and determine if your hearing is adequate to perform the essential functions of this position. Physical Examination: A qualified medical professional will assess if you are physically able to perform the essential functions of this position. Drug Screening: Kitsap 911 policy is to test all final candidates to determine the presence of any substances noted in the Drug Possession/Usage section above. Drug screens will be conducted and evaluated by certified technicians. Candidates, who test positive for any substances noted in the Drug Possession/Usage section above, will not be eligible for employment with Kitsap 911.

HIRING REGISTER: Candidates who are not immediately selected but meet all of the minimum qualifications may be placed on a hiring register to be considered in the event that another position may open during the term of the hiring register. The term of the hiring register shall normally be for six (6) months and in no event longer than one (1) year.

Please make sure to enter an accurate telephone number and email on your application. Check your email and on-line account on a daily basis during the above time frames. We will primarily be communicating by email.

HIRING STANDARDS APPLY Kitsap 911 is a consolidated 911/public safety dispatch center. As such, all Kitsap 911 employees have access to sensitive law enforcement information, critical public safety infrastructure, or both. Further, employees assigned to Kitsap 911's Operations (dispatch), Information Technology, and Administrative divisions who have access to the National Criminal Information Computer System must meet minimum criminal history standards established by the FBI and Washington State Patrol. Because of the sensitive nature of these positions and responsibility placed on the personnel, a thorough background investigation is completed. The background investigation includes reference checks, interviews, criminal history, driving history, drug screening, and other miscellaneous categories. Any attempt to conceal or misrepresent information solicited during the selection process will result in disqualification.

Criminal Conviction Standards
The following convictions disqualify the individual for employment, unless the Kitsap 911 Director determines that extenuating circumstances exist where the severity of the offense and the time that has passed would support a variance.

• Felony conviction of any kind.
• Misdemeanor conviction over the age of 21 involving use or possession of firearms in the commission of a crime, crime of violence (for example assault and domestic violence), sex offense, fraud.
• Other than those identified above, misdemeanor convictions over the age of 21 may be considered on a case-by-case basis provided they did not occur within the last seven (7) years.
• Misdemeanor convictions under the age of 21 may be considered on a case-by-case basis provided they did not occur within the last five (5) years.
  For this purpose, the term "conviction" shall include any disposition adverse to the subject, except a decision not to prosecute, a dismissal, or acquittal; provided, however, that a dismissal entered after a period of probation, suspension, or deferral of prosecution or sentence shall be considered a disposition adverse to the subject.

Drug Possession/Usage
The following drug possession/use disqualifies the individual for employment, unless the Kitsap 911 Director determines that extenuating circumstances exist that would support a variance, considering the severity of the offense and the time that has passed.

"Possession" is defined as having actual physical control of any illegal (non-prescribed) drug for personal use or otherwise.

"Use" is defined as: trying, testing, or experimenting, which includes, but is not limited to tasting, smoking, injecting, absorbing, sniffing, or inhaling.

This standard applies to synthetic versions of Schedule 1-5 drugs:

• Trafficking, selling, offering to sell, or transporting for sale of any illegal drugs, regardless of time frame.
• Use or possession of any non-prescribed Schedule 1-5 drugs (except use or possession of Cannabis/Hashish) over five (5) times combined.
• Use or possession of any non-prescribed Schedule 1 – 5 drugs (except use or possession of Cannabis/Hashish) in the last three (3) years.
• Use or possession of Opiates or Heroin, regardless of time frame.
• Injection of any non-prescribed drugs, regardless of time frame.
• Drug use or possession of any non-prescribed Schedule 1-5 drugs after submitting a application, while employed, or after having been employed by a law enforcement agency, (including military law enforcement), regardless of time frame.
• Intentional inhalation (huffed) of any aerosol or substance (nitrous oxide, whippets, paint, glue, DXM, etc) in the last three (3) years.

Examples of schedule 1-5 drugs include, but not limited to:

• Schedule 1 (RCW 69.50.204) - Examples could include: Codeine, Heroin, Morphine, Ecstasy, LSD, Peyote, GHB, Methaqualone, etc.
• Schedule 2 (RCW 69.50.206) - Examples could include: Opium, Cocaine, Codeine, Hydrocodone, Oxycodone, Methadone, Methamphetamine, Amphetamine, Depressants, Hallucinogenic substances, etc.
• Schedule 3 (RCW 69.50.208) - Examples could include: Stimulants, Depressants, Hallucinogens, Ketamine, Anabolic steroids, Hallucinogenic substances, etc.
• Schedule 4 (RCW 69.50.210) - Examples could include: Barbital, Diazepam, Fludiazepam, Halazepam, Lorazepan, Phenobarbital, etc.
• Schedule 5 (RCW 69.50.212) – Examples could include: Pyrovalerone, Lacosamid, Pregabalin and compounds containing limited amounts of narcotic drugs.

ADDITIONAL DATA

• Classified as non-exempt under the Fair Labor Standards Act (FLSA)
• Kitsap 911 participates in E-Verify
• Kitsap 911 is an Equal Opportunity Employer (CALEA 4.1.4c)
• This position is covered under a collective bargaining agreement (CBA) with the Kitsap 911 Employee’s Guild