Description

This position announcement is for 911 Telecommunications Specialist (IS Advisor 1), a full-time, Civil Service position in the Department of Emergency Communications (DEC). The incumbent will serve as high-level advisor for complex and difficult information systems projects and tasks, and provide technical expertise, policy direction and coordination supporting information systems. Will administer and maintain computerized databases as well as be responsible for installation and maintenance of telecommunications systems and infrastructure; troubleshoot, repair, and provide technical support for the Departments 911 Telephony and Voice Recording systems and services. Will also provide help desk functions and technical support to users. Performs other related duties.

Requirements

• Maintain the Telecommunications systems for DEC to include voice and data circuits (ESINET, SIP, IPFLEX, Ciena), managed services, recording servers, Interactive Voice Response (IVR), Automatic Call Distribution (ACD), and related components.
• Perform routine to complex setup, installation, and configuration of 911 Intrado Phone and NICE Recording systems to include deploying new software releases and upgrades; implements, configures, and test related applications.
• Provide onsite technical support of Intrado 911 Phone system and NICE Recording system; advance troubleshooting of software, preventive maintenance of the communication system infrastructure; resolve routine to complex problems with servers, databases, emergency communications applications, and user hardware and software; works with vendors to resolve issues, when appropriate.
• Support Cisco Finesse end users for DEC and work closely with city ITS for configuration changes and support. Implement security measures to protect data and applications; maintain security and user profiles for applications; adds and removes users, when necessary.
• Assist in the planning, development, and implementation of telecommunication and computer system projects; assist managers in decision-making process prior to, during, and after implementation.
• Provide technical support for end users; coordinate support services; respond to requests for service; act as primary point of contact for after-hours support on a rotating basis.
• Develop, maintain, review and deliver technical, product support and workflow documentation.
• Maintain a working knowledge of a variety of computer and telecommunication operating systems, software programs, which may include word processing, spreadsheets, database, networking, Microsoft Server and Client operating systems, and related information technology components.
• Communicate effectively with supervisors, managers, co-workers, other departments, emergency services agencies, system users, vendors, sales representatives, technical service providers, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, resolve problems, or give/receive advice/direction.
• Maintain awareness of new technologies, programs, equipment, trends, and advances in the profession; read professional manuals and publications to increase knowledge of computer operations; review technical manuals, documentation, and publications.
• May assist other Technology staff members in their duties when needed as directed. 
• Attend meetings, seminars, workshops, and training classes as needed.

Minimum Qualifications
Five (5) years of experience in data processing operations, applications, PC network support, or related areas, including 2 years' experience supporting 911 phone systems.

Preferred Experience, Knowledge, Skills, and Abilities
Intrado Viper-7 Core Call Handling Installation and Configuration Certification

LICENSES REQUIRED
Valid Driver License

Candidates with accreditations earned in a foreign institute are encouraged to apply.