Implementation Specialist

Tarrant 9-1-1 District; Haslet (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

A public safety organization in Texas seeks an Implementation Specialist to assist with the planning, installation, and maintenance of 9-1-1 systems and technology. The role demands strong problem-solving skills and involves project management duties. Candidates must have a High School Diploma, with extensive experience in telecommunications. This position requires effective communication with PSAP personnel and the ability to work independently and in teams. It supports emergency operations 24/7, ensuring system reliability and performance.

Qualifications

• Experience in problem resolution for at least 1 year.
• Additional education may substitute for experience.
• Preferred experience in PSAP technology implementation and Project Management.

Responsibilities

• Assist in planning, installation, and maintenance of PSAP systems.
• Respond to emergency issues and implement solutions.
• Oversee implementation of multiple projects.
• Work with vendors for technical support.

Skills

Problem-solving skills

Organizational skills

Technical knowledge of 9-1-1 systems

Communication skills

Ability to work with PSAP personnel

Education

High School Diploma

3+ years in Telecommunications

Tools

MS Word

Excel

PowerPoint

Job description

Overview

The Implementation Specialist assists with planning, design, configuration, physical connectivity, installation, and problem resolution of PSAP systems and technology. The Specialist works with technologies within PSAPs and interconnecting PSAPs. This individual is available 24/7 for PSAP support and problem resolution of the 9-1-1 systems as well as critical District services.

The Implementation Specialist’s duties include task management, developing and executing test plans, oversight of outsourced services, testing of system configurations, review and implementation of Call Handling Equipment (CHE) software revisions and upgrades, coordination of onsite installations and upgrades at PSAP sites, and acceptance testing of new systems and feature sets. The Specialist’s duties also involve ergonomics and feature functionality of systems provided for such functions as 9-1-1 call taking. Both office assignments and assignments at various sites throughout the District are required. Interaction and instruction of features and equipment functionality is necessary.

ESSENTIAL JOB FUNCTIONS

A supervisor has the right to change the duties for this position.

• Support District objectives by assisting in the planning, installation, maintenance, and documenting of PSAP systems.
• Respond to emergency issues as an escalation point with the ability to identify trouble, determine and initiate appropriate solution and action based on situational analysis.
• Implement new software for PSAPs and coordinate with radio vendors, PSAP Managers, CAD vendors, LTR vendors, and other 3rdparty groups.
• Advanced technical knowledge of 9-1-1 systems, standards, and telephony concepts.
• Oversee implementation of multiple and simultaneous projects.
• Working knowledge of Public Safety Answering Point technology and working environments to identify and recommend solutions suitable for PSAP environments.
• Provide guidance and input to training resources for users of systems and networks in both PSAP and administrative environments.
• Participate in the development of strategies for continued maintenance and upgrades suited to changing needs for PSAPS.
• Assist with goals and test plans for the development of Next Generation networks and CHE and the migration of existing services for 9-1-1 applications.
• Review reports and logs, determine necessary changes and adjustments, and implement remedial measures.
• Works with vendors and maintenance personnel to complete projects, tasks, and goals. Assists with billing review of services provided.
• Assists in the development of departmental budget by identifying solution needs and acquiring vendor information.
• Participate in continuing training and education on technical subject matter to promote skill development and keep abreast of new technologies.
• Review documentation on functionality and test feature functionality, debug applications, document problems, and identify training issues.
• Assist with team assignments to include field testing, documentation, and training.
• May be assigned to supervise outsourced services and contract personnel.
• Work with vendors to schedule and maintain power infrastructure for district-owned UPS and generators.
• Provide backup to the PSAP Support Analyst for entry/deletions of users and speed dials within the CHE software and reporting software.
• Assist the PSAP Support Analyst with training call takers on CHE and associated components.
• Monitor the 9-1-1 system for reliability and acting backup to the PSAP Support Analyst for Change Management approvals.
• Other job duties as assigned.

Typical Qualifications

Education and Experience:

• High School Diploma and three or more years’ experience in the Telecommunications field. Additional years of education may substitute for a portion of the required experience.
• At least one (1) year of experience in problem resolution.
• Prefer three or more years’ experience in PSAP technology implementation.
• Prefer Project Management experience.

Knowledge and Skills:

• Strong knowledge of current software, hardware and operating system platforms, computer aided dispatching software interfaces, telecommunications systems, backup power systems and diagnostic equipment as used by Tarrant County 9-1-1 District.
• 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.
• 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.
• Demonstrate 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 works well with teams, in a technical and non-technical capacity.
• Ability to learn new technologies, skills, and software platforms/extensions quickly with minimal oversight.
• Ability to identify and keep abreast of upcoming technology trends.
• Ability to sufficiently use maps and charts.

Supplemental Information

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.
• 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 20 pounds in weight.
• Ability to travel and partake in company/industry-wide events such as training, seminars, and conferences.
• May require specialized clothing or use of common personal protective equipment.
• Possess a current valid driver’s license and the ability to operate a motor vehicle.