NCT9-1-1 is looking for a 9-1-1 Technology Specialist III to join our growing team.  In this position, you would be the front line of support for our Public Safety Answering Points (PSAPs).  This position would take you across the region where you can utilize your technical support skills to address and mitigate customer issues.  If you are customer service oriented and interested in being part of a team whose projects have a direct impact on saving lives, check out more details below.       

COMPANY DESCRIPTION

SAVING LIVES AND MAKING A DIFFERENCE!

The North Central Texas Emergency Communications District (NCT9-1-1) is responsible for 40+ Public Safety Answering Points (PSAPs) in 13 counties surrounding the Dallas/Fort Worth Metroplex.  NCT9-1-1 supports these PSAPs through maintaining and upgrading 9-1-1 equipment, providing up-to-date mapping information, training the 9-1-1 Telecommunicators, educating the public on the proper use of 9-1-1, and monitoring PSAP functionality and compliances.   NCT9-1-1 serves a population of 1.9 million and 10,800+ square miles. 

The purpose of this position is to provide field support to customer premises equipment (CPE) in NCT9-1-1’s 7x24x365 mission critical environment including possible after hours, weekend, and holiday work, as well as on call rotation. This position is responsible for preventative and reactive maintenance and quality control of applications and CPE residing in our 9-1-1 call centers and data centers. The position works under minimal supervision and must be experienced in the areas of networking, knowledge of structured wiring, basic telephony knowledge, Windows based servers, workstations and operating systems, VoIP, and basic knowledge of Microsoft Office.

The majority of work is handled within the ticketing system or on-site at a customer location. A successful candidate must work well under pressure and work well with others as the Technology Team works hand-in-hand with many different departments.

Job duties include, but are not limited to:

• Provide 9-1-1 system related support by responding directly to customer requests, identifying, interpreting, and resolving system issues in a timely manner.
• Provide software support, hardware repair, replacement, and upgrade on an as needed basis.
• Track, test, and implement necessary software and hardware system patches and upgrades.
• Create and track trouble tickets for status and reporting purposes. 
• Participate in weekly On-Call rotation of after-hours and weekend coverage for any maintenance or outage issues that may occur outside of normal business hours.
• Set up and modify router configurations to ensure consistent and quality network communications under limited supervision.
• Focus on customer service, meeting SLAs with customers.
• Maintain detailed documentation.
• Ability to travel in-region approximately 90% of work hours.  Out-of-region travel is negligible.

Required Skills Required Experience

 Ideal candidates for this position will possess the following qualities/qualifications:

• An Associate’s Degree or higher in a related field
• Over one year up to and including three years of technical customer service.  Public safety experience is preferred.
• Valid state issued driver’s license; Certification on current 9-1-1 software and systems will be obtained while on the job during the first year of employment.
• Advanced knowledge of Microsoft Server and Windows operating systems is preferred to operate all 9-1-1 PSAP related systems.

FLSA: Non-Exempt

NCTCOG is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. All candidates must successfully pass a pre-employment drug screen and national criminal background check in order to receive an employment offer from NCTCOG. The North Central Texas Council of Governments participates in the federal E-Verify program in order to verify a new employee’s authorization to work in the United States. Applicants must be lawfully authorized to work in the U.S.

JOB POSTINGS ARE KEPT OPEN FOR A MINIMUM OF 10 CALENDAR DAYS AND MAY CLOSE ANYTIME THEREAFTER AT THE DISCRETION OF THE HIRING MANAGER.

• Material handling equipment (MHE) operators must be able to pass a periodic physical examination as specified by Naval Medical Command (NAVMED) P-117 published by the Bureau of Medicine and Surgery (BUMED). Each MHE operator shall possess a current Medical Examiner’s Certificate or proof of a current medical examination document on their license. This document shall be carried on his person during working hours for inspection purposes. The contractor employee shall have and maintain a current, valid state driver’s license. Additionally, the employee must be able to pass a forklift certification test and ensure their certification is kept up to date.
• Operating Material Handling Equipment (MHE) and may be required to operate motor forklifts up to 10,000 Lbs. Lift Capacity.
• Must be able to lift up to 50 lbs.
• Must understand and demonstrate the importance of maintaining inventory integrity.
• Must have a strong commitment to maintaining and enforcing inventory procedures and following inventory rules.
• Must be able to adapt quickly to new procedures and work independently.
• Ability to obtain a Forklift certification
• Current valid state drivers license
• Must have active SECRET clearance.