IT Project Coordinator-Public Safety

City-of-Germantow; Germantown (TN); On-site; USD 65,000 - 85,000; Full time

Job summary

City of Germantown seeks a Public Safety IT Project Coordinator to bridge field operations and IT. You will supervise, update critical software, and train Police and Fire personnel to operate MDT devices effectively.

The role focuses on maintaining mission-critical equipment, delivering end-user training, and coordinating with IT management to minimize downtime in public safety environments.

Qualifications

• Associate degree or higher in Information Technology and 2–3 years of technical support within Public Safety.
• Municipal application support, training delivery or hands-on hardware/software troubleshooting experience preferred.

Responsibilities

• Conduct visits to police and fire facilities to inspect and maintain workstations and MDTs.
• Coordinate and install Windows updates, security software, and Tyler Technologies patches.
• Develop and deliver role-based onboarding and ongoing training for Police and Fire personnel.
• Serve as liaison between field staff and IT administration, report field issues.
• Triages Mojo service desk requests; logs hardware configurations and tracks assets.

Skills

Public safety IT

End-user training

Hardware troubleshooting

Software patching

IT support

Education

Associate degree or higher in Information Technology

Tools

Mojo service desk

Tyler Technologies

Job description

GENERAL DEFINITION OF WORK:

Under the general supervision of the IT Director, the Public Safety IT Project Coordinator provides dedicated operational support, hands-on software compliance maintenance, and end-user training directly within the City's public safety environments. This role serves as the critical bridge between public safety personnel (Police and Fire) and IT management, ensuring that mission-critical field hardware and emergency software remain continuously operational and fully updated. Prior experience within emergency services or a public safety environment is highly preferred.

ORGANIZATIONAL ACCOUNTABILITY:

City of Germantown public servants exist, first and foremost, to protect and enhance the quality of life of those we serve; every position on the Germantown team has a shared responsibility and accountability to fulfill this purpose. Through the constant alignment of individual actions, behaviors and performance with our organization’s values system, Germantown public servants demonstrate a steadfast commitment to our greater mission of Excellence. Every day. The expectation for senior leaders is to model The Germantown Way at all times for those they influence and interact with daily.

ESSENTIAL JOB FUNCTIONS:

1. Conducts recurring, physical visits to all City fire stations and police offices to inspect, audit, and maintain local workstations and Mobile Data Terminals (MDTs). Ensures all field machines strictly conform to current operating requirements.
2. Directly addresses system update gaps on local public safety machines. Coordinates and executes the manual installation of critical Windows updates, core security software stacks, and Tyler Technologies application patches (e.g., Enterprise Public Safety, CAD, LERMS, Brazos).
3. Develops and conducts practical, role-based onboarding and ongoing training programs for Police and Fire personnel. Educates public safety staff on MDT operations and formally trains field personnel to execute routine local device update procedures independently.
4. Serves as an active communication link between the field and IT administration. Identifies front-line software pain points, catalogs operational dead zones (such as AT&T FirstNet cellular service issues), and reports consolidated field issues directly to IT Administration to guide overarching technical support strategies.
5. Manages and triages incoming public safety technology requests within the Mojo service desk queue. Troubleshoots line-level software errors, logs precise hardware configurations, and asset-tracks field units to ensure rapid issue remediation and zero operational downtime.
6. Assists with primary procurement tasks for public safety technology, including researching vendor quotes for rugged field devices, specialized peripherals, and department gear. Ensures all field equipment is accurately inventoried within the asset lifecycle database.
7. Authors, updates, and indexes clean, simple Knowledge Base (KB) reference articles and localized Standard Operating Procedures (SOPs) within the Mojo portal to assist public safety users with self-service technical resolutions.

   OTHER JOB FUNCTIONS

   1. Perform other related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong practical understanding of public safety operations, communications chains, and the unique physical/operational demands of Police, Fire, and EMS personnel.
• Thorough knowledge of computer operating systems, mobile technology, application patch installation, and basic network troubleshooting methodologies.
• Ability to break down dense technical information into simple, clear instructions for non-technical field personnel.
• Excellent listening and interpersonal skills, with a demonstrated ability to build strong, collaborative relationships with public safety officers and fire crews.
• Exceptional record-keeping habits with a focus on maintaining highly accurate deployment logs, update histories, and asset tracking grids.

EDUCATION AND EXPERIENCE

An Associate's degree or higher in Information Technology, Criminal Justice, Fire Science, or a related field, combined with two (2) to three (3) years of technical support experience or active operational work within a Public Safety (Police, Fire, or EMS) environment. A solid background in municipal application support, training delivery, or hands-on hardware/software troubleshooting is preferred.

WORKING CONDITIONS

Work is performed in a clean, comfortable office environment. Irregular hours may be required.