Police It User Support

Responsible for providing technical assistance and support related to computer systems, hardware, or software for police department users. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.
Work is performed under the general supervision of the Records Manager.

• Responds to help desk referrals (ticket or phone) by conferring with users to resolve problems related to software functions.
• Performs remote troubleshooting through diagnostic techniques and pertinent questions.
• Determines the best solution based on the issue and details provided by users.
• Walks user through the problem-solving process.
• Installs, modifies, and repairs software.
• Installs, modifies, and repairs hardware.
• Run diagnostic programs to resolve problems.
• Follows up with users to ensure the issue has been resolved.
• Directs unresolved issues to the appropriate support personnel.
• Provides accurate information on police department IT products or services.
• Identifies and suggests possible improvements in procedures or products.
• Passes on any feedback or suggestions by users to the appropriate parties.
• Performs basic network troubleshooting.
• Manages the upkeep and daily operations of Police computer system.
• Sets up hardware including terminals, scanners, keyboards, wedges, printers, modems, personal computers, etc.
• Uploads and upgrades new software and current software.
• Explores new computer capabilities in order to increase resources of department.
• Makes recommendations for long-range planning concerning police technology.

• Formal Education
  • Associate Degree in Computer Science or related field or a High School Diploma with at least three years of professional experience in the information technology field
• NC Driver's License/ Advanced Driver's License
• Proven experience as an IT User Support agent or other customer support role
• Tech savvy with working knowledge of office automation products and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues.
• Detail oriented to ensure detailed notes on tickets.
• Good problem-solving, analytical, and team-working skills
• Understanding of information security principals & industry best-practices
• Strong written and oral communication skills
• Ability to communicate technical information to non-technical audiences.

Preferred Qualifications:

• Advanced education
• Years of experience
• Certifications
• Special skills

Physical Requirements
Hearing/Speaking - Expressing and/or receiving information by means of spoken word are both necessary to converse with internal and external customers including co-workers, citizens, and applicants.
Visual Abilities - the ability to perceive via eyesight is required for this position:

• Acuity, far - clarity of vision at 20 feet or more. Both eyes 20/22 - R 20/25 - L 20/25 corrected. Acuity, near - clarity of vision at 20 inches or less. Both eyes 20/25 corrected.
• Depth perception - Three-dimensional vision. Ability to judge distance and space relationships so as to see objects where and as they actually are. Depth Perception - 4
• Field of Vision - the area that can be seen up and down or to the right or left while eyes are focused on one point. Must be able to see a wide span of area.
• Accommodation - Adjustment of lens of eye to bring an object into sharp focus. This item is especially important when doing near-point work at varying distances from eye.
• Color Vision - Ability to identify and distinguish colors.

All five aspects are judged to be important in carrying out the essential functions of this job.
Physical Strength - degree of physical demands typically associated with this position include:

• Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Type of Physical Demands usually associated with this classification:
  1. Reaching, Handling, and Fingering:(Reaching - Extending the hand(s) and arm(s) in any direction, but normally to the front or side). (Handling - Seizing, holding, grasping, turning, or otherwise working with hand or hands (fingering not involved). (Fingering - Picking, pinching, or otherwise working with fingers primarily (rather than the whole hand or arm as in handling).
• Employee must reach to answer telephone, work with computer terminal, etc. Handles various forms, documents, pencils, pens, etc. requiring use of hands and fingers.
• Talking and/or Hearing: (Talking - Expressing or exchanging ideas by means of spoken word). (Hearing - Perceiving nature of sounds by ear).
  • This is a clerical support position which requires contact with other City personnel and the public, so it is necessary for the employee to be able to communicate with people in person and by telephone.

Mental Activity/Requirements
Reasoning

• Ability to apply principles of logical thinking to a wide range of intellectual and practical situations and requests made by supervisor, other employees, or members of the general public; to comprehend and respond to a variety of situations in an expedient manner. Good judgment is important.

Mathematics Ability
Using Arithmetic: Ability to use arithmetic when working with records, reports, work sheets, etc.

• Using Statistics: Ability to complete statistical reports.

Language Ability
The ability to speak, read and write the English Language are required for this position.

• Read: Ability to read manuals, instructions, directions, report information, calendars, recording forms, file documentation, vouchers, correspondence, and various other documents relating to the job.
• Write: Ability to write memos and figures, take messages and make various reports.
• Speak: Ability to be conversant in voice and diction so as to participate in discussions with supervisor, other employees, and the general public in person, and by telephone and convey vital information to officers over the radio.

Environmental Conditions
Physical Surroundings

• The Police Information Technician I is subject to Inside Environmental Conditions: Protection from weather conditions but not necessarily from temperature changes. Work is confined to one room with no outside windows.

Hazards

• No environmental hazards indicated for this position.

Machinery/Tools/Work Aids/Other Equipment which may be representative, but not all inclusive, of those commonly associated with this type of work.

• Network computers, laser printer, FAX machine, copier, NCIC and DCI systems, calculator or adding machine, scissors, pen, pencils, Personnel Resolution, ordinances, paper clips, police base station radio, IBASE, time sheets, personnel records, telephone, telephone directory and other work aids related to the job.

Disclaimer
This job description may not be all-inclusive, as jobs evolve over time to meet the ever-changing needs of the City of High Point's workforce. This job description is not intended to and does not create a contract or offer of employment to any individual. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the City of High Point. Candidates selected for employment must pass a background screening as well as a pre-employment physical to ensure medical clearance to perform the essential functions of the job prior to receiving a full offer of employment.
The City of High Point is an at-will employer and employees may be terminated or may terminate their employment at any time with or without reason for any reason not prohibited by law.Employment Type: Full-Time