OUC IT Services Tier II PT Support

RIZEUP TECHNOLOGY TRAINING LLC; Washington (District of Columbia); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Opportunity for advancement

Training & development

Wellness resources

Job summary

RIZEUP TECHNOLOGY TRAINING LLC is seeking a Tier II IT support technician to maintain operation of 911/311 critical systems, including workstations, CAD, and vehicle IT deployments. You will troubleshoot issues, image devices, and coordinate with vendors to prevent outages.

The role focuses on incident resolution, asset management, and end-user support within a government-oriented IT environment, with a 2 PM–Midnight shift.

Qualifications

• Bachelor’s degree or equivalent experience in IT or related field.
• Experience providing Tier II IT support for critical applications.
• Familiarity with patching, OS upgrades, and security coordination.

Responsibilities

• Provide Tier II IT support for 911/311 operations, troubleshooting workstations and software updates.
• Imaging, configuring, and maintaining mobile devices and vehicle-mounted IT hardware.
• Monitor and escalate network and system performance to prevent service disruption.
• Use ServiceNow to track, update, and close IT tickets per SOPs.
• Coordinate with OCTO and external partners on security patches and firewall changes.
• Assist deployment of new hardware and applications and support end users.

Skills

Tier II IT support

Troubleshooting

Imaging devices

ServiceNow

Networking

Education

Bachelor’s degree in IT or related field or equivalent experience

Tools

ServiceNow

Toughbooks

Routers

Mobile VPN

CAD

Job description

Benefits

• Opportunity for advancement


• Training & development


• Wellness resources

The Tier II technician provides direct technical support for the District’s 911 and 311 call floors, per OUC’s mission to ensure uninterrupted operation of 91/311-critical applications, hardware, and communication systems. The resource troubleshoots and maintains call floor workstations, CAD (Computer Aided Dispatch) and other mission critical 911/311 applications, voice recording systems, and other integrated platforms used by call takers and dispatchers. In addition, the technician supports the MDC division by imaging, configuring, and repairing mobile devices, routers, and tablets deployed in first responder (Fire/Police) vehicles. This role requires monitoring and escalating network and system performance issues, performing software updates and patching, and coordinating with internal IT and vendor partners to resolve incidents quickly, troubleshoot technical issues, and prevent service disruption.

Shift time 2 PM - Midnight

CONTRACT JOB DESCRIPTION

Responsibilities:

1. Provides Tier II IT support for 911 and 311 call floor operations, including troubleshooting workstations, testing software updates, resolving system glitches, and assisting users.


2. Supports MDC division operations, including imaging, processing client support requests, configuring, and maintaining toughbooks, routers, and associated vehicle installations.


3. Provides support and feedback on implementation of IT hardware and application solutions for the call floor and MDC environments.


4. Performs tests, participates in system acceptance procedures, and performance monitoring methods for call floor applications and MDC systems.


5. Supports radio communications, dispatch operations, and network system infrastructure, including routine monitoring, alarm escalation, and coordination with OCTO and external stakeholders.


6. Provides IT support for Mobile VPN and mobile connectivity tools, including diagnostics, troubleshooting, and coverage analysis.


7. Follows OUC-IT Standard Operating Procedures (SOPs) for Tier II troubleshooting and daily operations.


8. Supports IT asset management by tracking, updating, and maintaining inventory of call floor and MDC hardware, ensuring accurate records of equipment assignment, deployment, and lifecycle status.


9. Uses the ServiceNow ticketing system to open, track, update, and close OUC-IT service tickets in accordance with established processes.


10. Participates in inter-agency coordination to ensure technical requirements for 911, 311, and MDC systems are met.


11. Assists with security patching, operating system upgrades, firewall coordination, and integration of agency software into call floor and MDC environments.


12. Assists in the deployment of new hardware and applications, including installation, configuration, testing, and user support.


13. Performs other duties and responsibilities as required, assigned, or requested.

Minimum Education/Certification Requirements

Bachelor’s degree in IT or related field or equivalent experience