IT Customer Support – Journey

Description

Duties

The Mobile Office Platform (MOP) System Support Technician’s main purpose is to ensure that hardware and software issues are handled as expeditiously as possible to minimize a user’s downtime.  Additionally, this position is responsible for scheduling the replacement of computers through the Standard Technology Replacement (STR) process with Troopers and Sergeants.

 Our new teammate will be able to:

• Installs and Configures Mobile Office Platform (MOP) hardware and software in patrol vehicles.
• Performs setup and configuration of MOP system hardware and software. 
• Coordinates, and schedules new installations with Field Operations Bureau (FOB) personnel. 
• Using advanced administrative rights, configures, troubleshoots and installs updated applications and operating systems on all mobile devices within a geographic area. 
• Modifies software, firmware, and hardware to ensure installed devices, laptop/tablet, in-car camera, license plate readers and existing vehicle systems operate as expected and are not in conflict with each other. 
• Conducts Standard Technology Replacement (STR) on schedule to ensure MOP components do not fall outside of warranty. 
• Troubleshoots and corrects issues with MOP hardware and software. 
• Analyze and troubleshoot hardware, software, and network issues. 
• Respond to trouble calls to correct issues with MOP hardware and software.
• Conducts troubleshooting and diagnostics of MOP equipment. 
• Resolves customer technical support issues directly, or coordinate the resolution of issues with other technical staff. 
• Provides general technical support
• Ensures complete and accurate WSP technology asset inventory is maintained.

Qualifications

Required Qualifications:

• An Associate's degree or higher in Computer Science; Information Technology or closely related field OR
  • completion of a two-year accredited vocational training program in information technology or related program. 
  • Working experience at the journey level (typically obtained through 4 to 6 years as an IT professional)  may be substituted for education year for year. 
• Demonstrated skill with one year journey-level experience (typically obtained through 4 to 6 years as an IT professional) in the support and use of the following technologies/software in an enterprise organization:
  • Microsoft Windows operating systems 
  • Microsoft Office products
  • Wireless connectivity
  • Air card connection to cellular networks
  • Virtual Private Networks

• A healthy life/work balance by offering flexible schedules and telework options for most positions.
• An Infants at Work Program that is based on the long-term health values of infant-parent bonding and breastfeeding newborns.
• Continuous growth and development opportunities. 
• Opportunities to serve your community and make an impact through meaningful work.
• Employment opportunities that recognize military veterans and/or military spouse per Governor Executive Order 19-01.
• Qualification for the Public Loan Forgiveness Program.

Supplemental Information

NOTE: This is not a full-time telework position. Candidates must be able and willing to work in the office and commute to here.  A hybrid work schedule may be available after training and/or probationary period has been successfully completed.