Technical Support Analyst III

Duties: The Technical Support Analyst III serves as an advanced technical support professional for the Police Department and is responsible for the support, maintenance, troubleshooting, and administration of mission-critical public safety technology systems. This position specializes in law enforcement applications and infrastructure, including Computer-Aided Dispatch (CAD), Geographic Information Systems (GIS), Records Management Systems (RMS), mobile computing devices, and other specialized police technologies. The Technical Support Analyst III works collaboratively with Police Department personnel and Information Technology staff to ensure the reliable operation, security, and performance of critical public safety systems and equipment. Responsibilities include advanced technical support, system monitoring, hardware and software installation and configuration, problem resolution, end-user support, documentation, and maintenance of technology assets utilized in daily police operations. This position requires strong analytical abilities, technical expertise, customer service skills, and the ability to work effectively in a fast-paced public safety environment where system availability and rapid response are essential. Public Safety Systems Support: Monitors, supports, troubleshoots, and maintains mission-critical public safety technology systems and applications. Provides advanced technical support for Computer-Aided Dispatch (CAD), Geographic Information Systems (GIS), Records Management Systems (RMS), mobile data systems, and other specialized law enforcement software platforms. Supports integrations between public safety applications, radio communications systems, GIS mapping services, and external state, county, and regional law enforcement systems. Assists with software upgrades, testing, implementation, configuration, and maintenance of police technology systems. Ensures police technology systems remain secure, operational, and compliant with applicable standards and best practices. Desktop, Mobile & Hardware Support: Installs, configures, deploys, monitors, and maintains desktop computers, laptops, tablets, printers, mobile data terminals, docking stations, body camera systems, and related law enforcement technology equipment. Performs computer imaging, deployment, replacement, upgrades, and lifecycle management of Police Department hardware and software. Diagnoses and resolves hardware, software, connectivity, and application issues in a timely and efficient manner. Provides technical support for in-car and mobile police technologies utilized by sworn and civilian personnel. Coordinates warranty repairs, vendor support, and replacement of defective equipment when necessary. Technical Troubleshooting & System Maintenance: Analyzes, diagnoses, and resolves complex or recurring technical issues involving public safety technology systems and applications. Researches and implements solutions to minimize downtime and improve system performance and reliability. Performs routine maintenance, software updates, patch management, and system health monitoring. Maintains current knowledge of emerging technologies, cybersecurity risks, public safety software, and hardware updates relevant to law enforcement operations. Assists in maintaining secure and stable system environments in coordination with network, server, and cybersecurity personnel. Customer Service & User Support: Provides exceptional customer service and technical assistance to Police Department personnel and public safety staff. Responds promptly to service requests and technical incidents through phone, email, remote access, and on-site support. Communicates technical information clearly and effectively to both technical and non-technical users. Assists users with troubleshooting software applications, hardware devices, and system access issues. Maintains a professional and service-oriented approach while supporting critical law enforcement operations. Documentation & Asset Management: Maintains accurate documentation related to systems, hardware inventories, software licensing, troubleshooting procedures, and technical configurations. Creates and updates technical documentation, user guides, procedures, and knowledge base articles. Maintains inventory records within asset management and work order systems, including Track-IT and related systems. Documents completed work, service requests, and technical support activities within designated ticketing systems. Collaboration & Operational Support: Collaborates with Information Technology staff, vendors, and public safety personnel to develop and implement technology solutions. Assists with technology projects, deployments, testing, and operational improvements. Participates in disaster recovery, business continuity, and emergency response technology support as needed. Supports after-hours maintenance, emergency troubleshooting, and on-call responsibilities when required. Must have and maintain, without interruption, required certifications and licenses. Works assigned schedule and complies with the City's timekeeping and attendance policies. Performs other related duties as assigned.

Qualifications:Associate degree in Information Technology, Computer Science, Computer Information Systems, or a closely related field with at least 2 years related experience; or an equivalent combination of education, training, and experience. Minimum of five (5) years of experience supporting public safety, law enforcement, or enterprise-level software systems and applications of similar scope and complexity. Experience supporting desktop operating systems, hardware, software applications, and end-user technologies in a professional environment. Valid Texas Driver's License. PREFERRED: Bachelor's degree in Information Technology, Computer Science, or a related field. Microsoft Certified Systems Engineer (MCSE), Microsoft certifications, CompTIA certifications, or related industry certifications. Experience with CAD, GIS, RMS, SQL databases, Windows scripting, and law enforcement technology systems. Experience with Unix/Linux environments, virtualization platforms, or cybersecurity practices.

The City of Pasadena offers very generous benefits to all full-time employees. For example:

• Employee-only medical insurance starts as low as $15 per month and the most expensive Employee & Family plan is less than $350 per month.
• The City has its own medical clinic staffed with a M.D. and two medical assistants. Employees and their covered dependents over the age of 5 can visit the clinic FREE OF CHARGE.
• Employees and their covered dependents also have access to Virtual Visits with a medical professional FREE OF CHARGE.
• The City offers college tuition reimbursement of up to $3,500 per year.
• As an employee, you will contribute a portion of your salary each pay-period towards your retirement and the City will match your contribution by 200%. Example, if you contribute $100, the City will contribute $200.
• Civilian employees accumulate vacation at the following rates:
  • Less than 6 years of service - two weeks of vacation per year.
  • From 6 to less than 11 years of service - three weeks of vacation per year.
  • From 11 to less than 21 years of service – four weeks of vacation per year.
  • From 21 to less than 26 years of service – five weeks of vacation per year.
  • From 26 years of service and up – six weeks of vacation per year.