Go Intellects Inc · 4 months ago
Tier II support for critical 311/911 operation ((PT Support))
Washington, DC 20003
Full-time
Onsite
Mid, Senior Level
$40/hr - $45/hr
6+ years expGo Intellects Inc is seeking an experienced IT professional to provide Tier II support for critical 311/911 operations. The role involves troubleshooting workstations, applications, and networks, while ensuring effective connectivity for Mobile Data Computers.
ConsultingProject ManagementRecruiting
Responsibilities
Provides Tier II IT support for 911 and 311 call floor operations, including troubleshooting workstations, testing software updates, resolving system glitches, and assisting users
Supports MDC division operations, including imaging, processing client support requests, configuring, and maintaining toughbooks, routers, and associated vehicle installations
Provides support and feedback on implementation of IT hardware and application solutions for the call floor and MDC environments
Performs tests, participates in system acceptance procedures, and performance monitoring methods for call floor applications and MDC systems
Supports radio communications, dispatch operations, and network system infrastructure, including routine monitoring, alarm escalation, and coordination with OCTO and external stakeholders
Provides IT support for Mobile VPN and mobile connectivity tools, including diagnostics, troubleshooting, and coverage analysis
Follows OUC-IT Standard Operating Procedures (SOPs) for Tier II troubleshooting and daily operations
Supports IT asset management by tracking, updating, and maintaining inventory of call floor and MDC hardware, ensuring accurate records of equipment assignment, deployment, and lifecycle status
Uses the ServiceNow ticketing system to open, track, update, and close OUC-IT service tickets in accordance with established processes
Participates in inter-agency coordination to ensure technical requirements for 911, 311, and MDC systems are met
Assists with security patching, operating system upgrades, firewall coordination, and integration of agency software into call floor and MDC environments
Assists in the deployment of new hardware and applications, including installation, configuration, testing, and user support
Performs other duties and responsibilities as required, assigned, or requested
Qualification
Required
Experienced IT professional (6–10 yrs) providing Tier II support for critical 311/911 operations—troubleshooting workstations, apps, networks
Supports Mobile Data Computers to ensure field unit connectivity
Weekend role: 10-hour shifts, 2 days/week
Bachelor's degree in IT or related field or equivalent experience
Preferred
Bachelor's degree in IT or related field or equivalent: 5 years
A+ or Network+ certifications preferred but not required: 1 year
design, develop, test computer systems and components: 6 years
IT lifecycle management, performance monitoring, and QA: 2 years
IT system security principles and technical documentation: 2 years
Support in research, evaluation, integration of new techs: 2 years
IT security principles, methods, and tools: 2 years
operating systems installation and configuration procedures: 2 years
network standards, and network management tools: 2 years
maintaining database operations and assisting: 2 years
monitor system performance & recovering data from backup: 2 years
customer support, problem resolution databases, troubleshoot: 2 years
Company
Go Intellects Inc
A fast growing IT consulting, services and support organization focused on innovation and quality.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase