Tier II IT Support - 911/311 Operations Specialist

AHU Technologies Inc

Washington (District of Columbia)

On-site

USD 70,000 - 90,000

Part time

14 days+

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Job summary

AHU Technologies Inc. seeks an experienced Tier II IT professional to provide operational support for the District’s 911 and 311 call floors.

Responsibilities include troubleshooting workstations, CAD applications, and MDC devices; imaging and configuring Toughbooks; and coordinating with vendors to resolve incidents and prevent outages. The role covers software updates, patching, network monitoring, and security coordination, with a focus on uninterrupted service for critical applications and

Qualifications

6–10 yrs IT experience
Bachelor’s degree in IT or related field or equivalent experience
Experience with IT lifecycle management, performance monitoring, and QA
Experience with IT system security principles and technical documentation
Experience with IT security principles and tools
Experience with operating systems installation and configuration procedures
Experience with network management tools and standard procedures
Experience with database operations and backups
Experience with customer support and troubleshooting techniques
A+ or Network+ certifications preferred but not required

Responsibilities

Provides Tier II IT support for 911 and 311 call floors, troubleshooting workstations and software updates.
Supports MDC division by imaging, configuring, and maintaining Toughbooks, routers, and vehicle installations.
Implements IT hardware and application solutions for call floor and MDC environments.
Performs tests and system acceptance procedures, and monitors performance.
Supports radio communications, dispatch operations, and network infrastructure coordination.
Assists with Mobile VPN and mobile connectivity diagnostics and coverage analysis.
Follows SOPs for Tier II troubleshooting and daily operations.
Maintains inventory and lifecycle records for call floor and MDC hardware.
Uses ServiceNow to open, track, and close tickets per processes.
Coordinates with agency partners to meet technical requirements.