Public Safety Service Desk Technician

Public Safety Service Desk Technician

Company: University of the District of Columbia

Job Location: Washington, 20008

Category: Police and Public Safety

Type: Full-Time

Number of Vacancies: 1

Position Status: Full-Time, Regular

Salary Range: Up to $71,386

Closing Date: Open Until Filled

Location: 4200 Connecticut Ave NW, Washington, DC 20008

Brief Description of Duties

The Public Safety Service Desk Technician, positioned within the Office of Information Technology at the University of the District of Columbia, supports the reliable operation, maintenance, and functionality of campus access control, intrusion detection, and video surveillance systems in alignment with university standards. The Technician receives, evaluates, and prioritizes service requests and work orders; troubleshoots system issues; and coordinates corrective actions to ensure timely resolution.

In this role, the Public Safety Service Desk Technician serves as the primary liaison between the Office of Information Technology and the Office of Public Safety & Emergency Management, facilitating effective communication, coordination, and issue resolution related to public safety technologies and systems. The Technician also monitors vendor and contractor activities related to system maintenance and repairs to ensure compliance with university requirements, applicable policies, and safety standards, while supporting the overall mission of campus safety and security.

Essential Duties and Responsibilities

• Assist OPSEM with the procurement, installation, configuration, maintenance, and ongoing support of campus access control systems, video management systems, and related safety and security subsystems (including intrusion detection), and evaluate system performance to recommend appropriate security equipment and technology enhancements in support of campus safety operations. (25%)
• Respond to, document, and manage phone, email, voicemail, verbal, and written service requests by issuing, tracking, and prioritizing work orders, and coordinate with vendors and internal stakeholders to ensure timely troubleshooting, repair, and resolution of security system issues. (20%)
• Support the integration, mapping, configuration, and software updates of security systems, and assist with training OPSEM personnel on the effective use, functionality, and limitations of public safety technologies and platforms. (15%)
• Monitor, operate, and disseminate alerts through the University's emergency notification systems, ensuring accurate, timely, and coordinated communication during emergencies, drills, and critical incidents. (15%)
• Prepare and analyze periodic reports related to system performance, trends, threats, incidents, identified risks, and provide findings and recommendations to support operational decision-making and risk mitigation efforts. (15%)
• Serve as a relief dispatcher in the Emergency Communications Center or at a field command post during planned events, emergencies, or incidents, providing operational support to ensure continuity of public safety communications. (10%)

Minimum Job Requirements

1. High school diploma or equivalent and two years of experience working with security systems to include service and maintenance across a broad spectrum of access control, intrusion and video surveillance systems.
2. One year of experience inspecting access control and video surveillance systems.

Physical Requirements, Travel & Equipment Used

• Must be able to provide support on site as needed to 6 respective UDC Campuses in Washington DC, Beltsville, MD, and Arlington, VA.
• Must be able to reasonably lift and/or move infrastructure equipment
• Must have an acceptable driving record and valid driver's license

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