It On-Site Support Specialist Iii (Public Safety)

Salary: $54,072.72 - $72,634.64 Annually
Location : TX 78205, TX
Job Type: 4A Full-Time
Job Number: 2024-00376
Department: ITSD
Opening Date: 11/20/2023
Closing Date: 12/31/2023 11:59 PM Central
Grant Funded: No
FLSA Status: Exempt
Job Summary
Under general supervision, is responsible for coordinating work for and training team members, and planning and delivering a range of complex IT support services to internal end-users. Provide direction concerning technical software and hardware issues. Develop, test, and document processes for new technologies. Ensures the delivery of services including hardware, peripheral equipment, off-the-shelf software application configuration and implementation, and the configuring of standardized computing devices. Exercises functional and technical supervision.
Work Location
315 S Santa Rosa (Public Safety Headquarters) - This is an onsite position, but may allow remote work at times, which requires candidates to reside within a 100 mile radius of the work location.
Work Hours
7:45 a.m. - 4:30 p.m., Monday - Friday
Essential Job Functions

• Plans, configures, schedules and deploys new or upgraded images, software, and hardware for multiple clients in moderate to high complexity situations.
• Acts as a liaison and collaborates with vendors to resolve hardware and software issues, repair hardware and peripheral equipment, and configure software following design or installation specifications for desktop PCs, laptops, and peripheral equipment.
• Works complex issues to provide successful resolution where and when possible. If unable, creates temporary solutions and works to develop and document permanent solutions that can be implemented.
• Manages and responds to urgent and critical requests and interacts with end users to provide and process information in a timely manner.
• Participates in process planning, provides technical requirements, and documents planning requirements and phases.
• Documents, trains, and provides technical support for new technologies.
• Develops process improvements to enhance software and hardware deployment and reduce response times to customer requests.
• Documents, tests, and performs advanced troubleshooting and support for network, voice, and data equipment.
• Creates, tests, and trains team members on documented processes, procedures, checklists and knowledge base articles.
• Serves as section lead on one or more projects, concurrently, for business area initiatives and/or project team member.
• Provides high level technical knowledge to team members.
• Performs related duties and fulfills responsibilities as required.

Job Requirements

• Associate Degree from an accredited college or university.
• Five (5) years of increasing progressively technical work experience.
• Active A+, Network+, Security+, and/or CCNA Certifications.
• Valid Class "C" Texas Driver's License.
• Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.

Preferred Qualifications

• Bachelor's Degree from an accredited college or university in Computer Science, Business, or related field preferred.

Applicant Information

• If selected for this position, official transcripts, diplomas, certifications and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
• Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification. Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.
• Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.
• Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

Knowledge, Skills, and Abilities

• Knowledge of complex hardware and software products and technology concepts, practices, and procedures
• Knowledge in Windows and Macintosh Operating Systems and linking various mobile devices, printers, and computers to network systems
• Knowledge of VoIP technology and troubleshooting
• Knowledge of Internet Protocols, Industry Wiring, and Cabling standards
• Skills in problem solving and troubleshooting
• Skills in customer services and interpersonal professional communications
• Ability to restore network connections, voice, and data equipment services
• Ability in proper use of network command-line tools
• Ability to create technical requirements documentation for training and knowledge base
• Ability to respond quickly and effectively to uncertainty and constant changes in technology, and quickly learn and troubleshoot situations and perform root cause analysis
• Ability to effectively interact with end-users
• Ability to perform all the essential functions and physical requirements of the position, with or without accommodations
• Ability to work in conditions that are primarily in a mobile environment

Benefits Information
The City of San Antonio (CoSA) strives to provide a competitive compensation and benefit package to attract and retain a highly skilled workforce. To accomplish this, CoSA offers subsidized health care benefits for active and retired employees, paid disability benefits, paid life insurance, as well as automatic participation in a pension program which is currently matched two to one.
For more detailed information, please click on the following link to view Benefits offered by the City of San Antonio:
Note:

• Part-Time, Temporary, and non-City positions are not eligible for CoSA Benefits.
• Holiday and Leave benefits for Pre-K 4 SA positions may be different than what is listed at the above link.

Additional Information
The City Of San Antonio is an Equal Opportunity/Reasonable Accommodation Employer. This means that the City does not discriminate on the basis of race, religion, sex (gender), age, disability, national origin, genetic information, or sexual orientation. All individuals are encouraged to apply and compete for jobs with the City of San Antonio.
If you require assistance at any stage of the application process due to a disability, please contact the so that accommodations may be made to meet your needs. Our telephone number is 210-207-8705 and our fax number is 210-207-2285.
01
Are you a current regular full time or part time CoSA employee?

• Yes - I am a Full Time City Employee.
• Yes - I am a Part Time City Employee.
• No - I am not a Full Time or Part Time City Employee.

02
Are you a veteran or active member of the armed forces?

• Yes
• No

03
Are you a San Antonio Ready to Work Program (SAR2W) or Train for Jobs San Antonio Program (TfJSA) participant?

• Yes - SA Ready to Work
• Yes - Train for Jobs SA
• Yes - Both Programs
• No

04
What best describes your highest level of education at the end of the current semester?

• Some High School
• High School Diploma or GED recognized by the Texas Education Agency or a regional accrediting agency
• 30+ completed semester hours (credits) from an accredited college or university
• 60+ completed semester hours (credits) from an accredited college or university
• Associate's Degree from an accredited college or university
• 90+ completed semester hours (credits) from an accredited college or university
• 120+ completed semester hours (credits) from an accredited college or university
• Bachelor's Degree from an accredited college or university
• Master's Degree from an accredited college or university
• PhD, JD, or other Post Graduate Degree from an accredited college or university
• None of the above

05
How many years of increasing progressively technical work experience do you have?

• None
• Less than one year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• 10 years
• 11 years
• 12 years
• 13 years
• 14 years
• 15 years +

06
Select any of the following certifications you currently have:

• Active A+
• Network+
• Security+
• CCNA
• None of the above

07
Do you have a valid Driver's License?

• Yes
• No

08
How many years of experience do you have in Public Safety Support?

• None
• Less than one year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• 10 years +

09
Please rate your level of expertise with Public Safety Computer Aided Dispatch System:

• None
• Limited Experience
• Intermediate Experience
• Advanced Experience
• Expert Experience

10
Please rate your level of expertise with Public Safety Records Management Systems:

• None
• Limited Experience
• Intermediate Experience
• Advanced Experience
• Expert Experience

11
Please rate your level of expertise with Public Safety in-Car Video systems:

• None
• Limited Experience
• Intermediate Experience
• Advanced Experience
• Expert Experience

12
Please rate your level of expertise with Public Safety VPN applications:

• None
• Limited Experience
• Intermediate Experience
• Advanced Experience
• Expert Experience

13
Please rate your level of expertise with Public Safety 2 Factor Authentication systems:

• None
• Limited Experience
• Intermediate Experience
• Advanced Experience
• Expert Experience

14
Please rate your level of expertise with Public Safety Mobile Data Applications:

• None
• Limited Experience
• Intermediate Experience
• Advanced Experience
• Expert Experience

15
Please rate your level of expertise with Public Safety Digital Evidence Managements systems:

• None
• Limited Experience
• Intermediate Experience
• Advanced Experience
• Expert Experience

16
Please rate your level of expertise with Public Safety Body Worn Camera systems:

• None
• Limited Experience
• Intermediate Experience
• Advanced Experience
• Expert Experience

17
Describe and give examples of your experience supporting Public Safety (Applications, Systems, Customers). Provide Agencies. If you do not have related experience, enter "n/a".
18
Please describe your level (tier1, tier2) of technical support provided to customers and provide an example of a time you provided that level of support. If you do not have related experience, enter "n/a".
19
Describe your experience with software analysis and standardization. If you do not have related experience, enter "n/a".
20
Describe your experience in an agile and fast paced environment.
21
I acknowledge for this position I must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: 1) Felony Convictions, 2) Felony Deferred Adjudication, 3) Class A & B Misdemeanor Deferred Adjudication, 4) Class B Misdemeanor Convictions, 5) Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and 5) Family Violence Convictions.

• I acknowledge

22
I acknowledge that this position is considered to be a primary driving position and I will be subject to random drug and alcohol testing as defined in AD 4.3, Alcohol and Controlled Substance Testing and AD 4.8, Driver Safety Program. I further understand that the City of San Antonio has a zero-tolerance policy for which termination of employment will result for positive drug or alcohol test results.

• I acknowledge

Required Question