Technology Support Representative

This position establishes professional relationships with all public safety communications stakeholders and provides support for service, repair, maintenance and other related assistance, both internally and externally. Work may involve proactively checking all systems, entering work orders, following up to ensure resolution, phone "help desk", meeting attendance, tracking complaints, etc. Ensure that contingency plans and back up plans are current, tested and maintained in a state of readiness. Interaction with the public in the workplace, on the phone and through email is an essential part of the job. Maintain liaison with field clients to ensure that technical needs and requirements are met.

Reports directly to the Deputy Director - Technology

• Answer phone calls and emails from customers and provide necessary service as dictated by policies of the department and division.
• Serve as "help desk" for internal customers.
• Track and manage requests for service (tickets) from creation to completion.
• Create work orders and assign to technicians.
• Follow up and document the status and resolution of work orders.
• Conduct "triage" and troubleshooting for technology related problems.
• Assist with CAD issues within the limits of your skills and capabilities.
• Enter data in CAD as directed by CAD Administrator.
• Accept, log and secure radios for evaluation and possible repair.
• Maintain inventory of all radios owned by MCDPS and/or radios brought to this department for service.
• Maintain awareness of the location and status of all on duty Technicians via radio, work orders, and observation.
• Receive and track all technology related deliveries to the Operations Center, and distribute to proper individual.
• Track preventative maintenance missions identified by Assistant Director for Technology and assign to appropriate crews.
• Track status of all essential equipment to ensure readiness at all times.
• Attend meetings as directed.
• Provide support to all division sections and department divisions.
• Assist in maintaining secure environment for people and county property in the EOC, warehouses, vehicles etc.
• Assist with the distribution of equipment and resources from the warehouses and garages
• Assist with invoice review and payment as directed
• Assist with requesting quotations for goods, services and technology equipment as needed
• Plan, assign and assist with special projects and extra duties as needed
• Work as assigned in EOC during exercises and major emergencies
• Prepare and conduct training for field clients

Education and Credentials

Experience and Skills

• Knowledge of Montgomery County Public Safety communications system.
• Knowledge of County's geography and municipal boundaries.
• Understanding of retail or commercial sales processes and quotations.
• Knowledge of two-way radio equipment and sales preferred.
• Strong ability to communicate effectively.
• Strong reading and writing skills.
• Ability to understand basic mathematics
• Proficient in computer skills.
• Experience in emergency services or public safety settings.
• Basic knowledge of Computer Aided Dispatching Systems preferred.
• Experience preparing plans, including goals, objectives and action plans.
• Strong formal presentation, writing and verbal skills.
• Ability to work as part of a team.
• Ability to work independently.
• Ability to exercise sound judgement and coordinate resolutions to critical situations, under all conditions.
• Valid PA driver's license.
• Strong time management skills.
• Accurate and detail oriented.
• Ability to be on time and reliable.
• Flexibility.
• Must project a positive and professional image and attitude.
• Must be able to attend meetings both on and off site at various hours.

• Ability to sit, stand, and operate a keyboard & mouse for moderate periods of time.
• Ability to work during all weather conditions.
• Occasionally may be required to do light level physical work that would include reaching, pulling, bending, and lifting.
• Ability to work on multiple projects simultaneously and work well under limited time constraints.