Technology Coordinator (Agency)

City of Richmond, Virginia; Hopkins (VA); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is looking for a Technology Coordinator to join their Emergency Communications Department. This role involves managing and supporting critical computer-aided dispatch systems, ensuring operational efficiency during emergencies. The ideal candidate will have a strong background in IT application management, with expertise in CAD environments and public safety systems. You'll lead projects, provide technical support, and maintain essential documentation while working in a dynamic and impactful environment. If you're passionate about technology and public safety, this is a fantastic opportunity to make a difference in your community.

Benefits

Health Insurance

Paid Overtime

Retirement Plan

Training Opportunities

Qualifications

• 3+ years of experience in maintenance and troubleshooting of CAD systems.
• Strong knowledge of public safety systems and emergency management.

Responsibilities

• Support and maintain CAD software and systems for emergency communications.
• Provide technical assistance to dispatchers and supervisors.

Skills

Computer-Aided Dispatch (CAD)

Technical Support

Troubleshooting

Problem-Solving

SQL Database Administration

Communication Skills

Project Management

Education

Associate Degree in Computer Science

Bachelor's Degree in Computer Science

Tools

VMWare

Microsoft Office Suite

Visual Studio

SQL Server

Job description

The City of Richmond Department of Emergency Communications, Preparedness and Response is seeking qualified candidates for the position ofTechnology Coordinator (Agency)to join the Department’s Technology Division to provide information technology application management and security. The selected candidate willneed expert-level experience in Computer-Aided Dispatch (CAD) servers, services, interfaces and associated applications, with a heavy understanding of public safety and PSAP environments. As assigned, work may include: evaluating, designing, configuring, maintaining, troubleshooting: mobile computer terminals, CAD Mobile applications, CAD web applications, CAD console applications and CAD databases; providing technical leadership in the repair, maintenance, troubleshooting, and tuning of computer and communications systems; managing hardware and system installations or upgrade projects; coordinating with vendors for installation and maintenance; assisting and instructing lower level technicians; inspecting the quality of work performed by contractors; developing and providing user training; maintaining system documentation; maintaining work order and asset records; and performing data back-up and retrieval of both physical and virtual environments. Experience in VMWare environments is preferred.

Incumbents will provide technical support for Public Safety Answering Point (PSAP) computer-aided dispatch (CAD) software/systems, consoles, mobile data, emergency management and camera administration support. Work may Include, camera installations, emergency equipment installations, inventory management; responding to emergencies and performing rotating on-call work.

This position requires the availability to work overtime some weekends, as necessary.

This position is designated as Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

• Support and maintain the computer-aided dispatch software and systems.
• Provide technical assistance and support to dispatchers, supervisors, and other users of the 9-1-1 systems at the Emergency Communications Center.
• Support the Mobile Command Post for deployments and provide the first line of support for all technology on the vehicle.
• Support the Mobile Camera Trailer for deployments and provide the first line of support for all technology on the vehicle.
• Installations of new technology equipment in Public Safety vehicles.
• Installation of camera hardware and software.
• Support during and after hours for Emergency Operations Center (EOC) activations.
• Conduct annual inventory of all technology equipment in the department.
• Create and maintain technical documentation for both the technology staff and end-users.
• Perform routine system maintenance, updates, and upgrades to ensure functionality and compliance with regulatory standards. Troubleshoot and resolve systems issues, minimizing downtime during emergencies.
• Test and deploy new features of technologies to improve system capabilities and efficiency.
• Maintain up-to-date documentation of system configurations, procedures, and policies.
• Lead projects to upgrade or implement new 9-1-1 system components.
• Rotating schedule to provide after-hours, on-call support for the department for technology needs.

MINIMUM TRAINING AND EXPERIENCE:

• Associate degree in computer science or related field
• Three years of maintenance, troubleshooting, and repair experience in area of assignment
• Bachelor's degree in computer science preferred
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
• Experience with administration of and supporting computer-aided dispatch software or other Public Safety Systems and SQL database administration preferred

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• Some assignments may require a valid Driver's License with a satisfactory driving record and a valid Commonwealth of Virginia Driver's License within 30 days of hire.
• Incumbents assigned to telecommunications systems must have (preferred) or must obtain a FCC General Radiotelephone Operator License (GROL) within one year of hire.
• Some agencies may have other specific requirements.

KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

• Basic knowledge of assembly, installation, and use of Windows based PCs and servers
• Knowledge of general business practices
• City and state security policy and system access security levels
• Common computer programs such as Microsoft Office Suite as well as more specialized computer programs such as Visual Studio, VCenter, Microsoft Group Policy, etc.
• Electronic databases and related software applications such as SQL server, IIS web server, ERP, etc.
• Enterprise networking basics
• General knowledge of state software as it applies to access and installation
• General systems management and networking
• Information technology
• Office equipment such as network cables, receivers, computers, security cameras, etc.
• Process improvement
• Specific and advanced technical skills in area of focus such as SQL code reviews, data security, data modeling and design, router configuration, etc.
• Knowledge of computer-aided dispatch administration preferred (Hexagon a plus)
• Familiarity with National Emergency Number Association (NENA) standards and FCC regulations
• Strong problem-solving, communication, and organizational skills

Skills (some combination of the following):

• Analyzing and resolving system related issues
• Assisting with Help Desk calls
• Communicating with various internal and external departments
• Creating reports (e.g. Crystal reports) from various data sources
• Documenting system issues and resolutions
• Ensuring data integrity
• Maintaining equipment
• Modifying batch runs when necessary
• Participating in peer reviews
• Performing business analysis
• Prioritizing work and assigned tasks
• Providing technical expertise in a variety of areas such as computer installations, configuring and implementing PCs, peripheral devices, hardware, software applications, etc.
• Researching and resolving issues
• Assistingend-users with hardware and software related issues
• Troubleshooting
• Determining the frequency of database backups
• Using judgment and discretion to determine when problem requires on-site visitation
• Working with a variety of customers
• Writing functional specifications and technical documentation
• Oral and written communication
• Customer service

Abilities (some combination of the following):

• Multi-task
• Organize
• Plan
• Analyze problems
• Problem solve
• Work in a team environment

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly perform repetitive motions, see, hear, talk, and finger; frequently feel, grasp, lift, walk, stand, reach, crawl, crouch, kneel, and stoop; and occasionally pull, push, balance, and climb. The working conditions may include environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be light work, exerting up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects.