Role: Tier II support for critical 311/911
Location : Washington, DC (Onsite)
Client : DC Government
Job Description :
IT professional (6–10 yrs) providing Tier II support for critical 311/911 operations—troubleshooting workstations, apps, networks. Supports Mobile Data Computers to ensure field unit connectivity. Weekend role: 10-hour shifts, 2 days/week.
Shift time 2 PM - Midnight
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