The primary responsibility of this position is to be the lead support person for our Computer Aided Dispatch (CAD) system that handles emergency 9-1-1- calls for police services. Delaware operates a statewide CAD system wherein all nine Public Safety Answering Points or PSAPs participate in this statewide CAD system. This system uses specific single vendor software on a Microsoft platform. While this position requires some knowledge/familiarity with local area networks (LAN) and wide area networks (WAN), the primary requirement is a working knowledge and interest in the CAD environment. The full performance level at this position supports all aspects of a LAN/WAN environment (hardware and software). In addition, this position will be responsible for the telecommunication aspect of the CAD and future enhancements to support video and images within the CAD environment. In short, this position acts as a systems administrator for the CAD. Beyond the CAD environment, we are looking for an individual with the requisite skill set to handle other areas as assigned essentially allowing this person to address systems/projects outside and having potentially nothing to do with the CAD system itself. The support work emphasizes monitoring, operation and maintenance involved in the administration of a LAN and telecommunication system supporting CAD and other assigned projects, end user assistance through help desk customer services, and technical systems maintenance through diagnostics and repair.
Supporting all aspects of a LAN (hardware and software) and telecommunication systems for voice/video/images as a systems administrator
Functioning as a network systems technician for installing, testing, configuring, troubleshooting and repairing data/video/imaging communication systems and associated wiring, peripheral devices and end devices, e.g., printers, interface cards, etc. and infrastructure components, e.g., switches/hubs, servers, modems, etc.
Functioning as a customer service technician, providing help desk support monitoring, trouble shooting, diagnostics and problem resolution associated with minicomputer, microcomputer or mainframe computer based systems, LAN, and multi-line telephone systems.
Configures, installs, tests, troubleshoots, repairs and monitors operation of LAN hardware/software including desktop computers, data/video communication systems, including peripheral devices, wiring and cabling to ensure connectivity and functionality.
Identifies and resolves network and telecommunication system malfunctions including connectivity and functionality for mainframe and remote access and other connections/interfaces; start/restart network after disruptions or failures using computer diagnostic tools and software; run system backups; resolves desktop computer problems.
Provides customer service through central help desk function to resolve or ensure resolution of problem diagnosis/assessment and repairs. Updates database of user problems and resolution.
Performs routine network systems administration to include, but not limited to: addition/deletion of users and hardware/software, defining access rights, implementing and ensuring compliance with security procedures and policies, advise key leadership future technology upgrades, planning and implementing desktop computer migration and maintaining inventory control systems. Advises and trains users on the operation and capabilities of hardware and application software.
Plans, schedules, installs and tests software updates and hardware upgrades; conducts needs analysis of equipment, software, network security, budget, disaster recovery concerns, training and equipment resources to plan and recommend network changes in ways that meet program goals. Coordinates network expansion with agency technical staff, consultants, and contractual vendors.
At an advanced level, the skills at this level will,
Provide complex systems administration independently.
Provides systems technician services e.g., complex troubleshooting, diagnostics and repairs independently including performing nonstandard device configurations.
Provides basic network design for new networks, redesign of networks, and upgrades to networks such as location for switches, hubs, cable runs and other network devices and builds the network in ways that make it operational.
Provides senior level Help Desk support resolving the most complex data network infrastructure malfunctions.
Contacts are for the purpose of working with network technologists/engineers (agency/vendor/contractual) associated with the LAN in the development and implementation of the networks or providing customer service support to end users.
Have the ability to direct the successful completion of specific telecommunication tasks working with other network telecommunication technicians or working alone. This includes the implementation of new data networks and major, complex upgrades to the network telecommunications infrastructure as prescribed by a supervisor, or senior telecommunications technicians, or technologists.
Knowledge, Skills and Abilities
Note: The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the knowledge, skills and abilities listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
Knowledge of concepts, methods, and techniques of data resource management and administration.
Ability to create Geographic Information Systems (GIS) data applications dealing strictly with proper plotting of 9-1-1 calls for service.
The ability to create specific data applications to facilitate proper emergency responses within certain jurisdictions.
The knowledge to conflate multiple data sets into a workable application for emergency operations.
The skill to utilize various programs and operating systems in keeping data current and up to date for 9-1-1 operations.
The ability to work with various agencies, including state, county, municipal, etc. in soliciting updated data to be incorporated into 9-1-1 mapping applications.
The knowledge and ability to attend various meetings representing the DSP 9-1-1 community in dealing with CAD and GIS mapping applications.
Knowledge of the concepts, methods, and techniques of computer system design and specification preparation
Knowledge of Data Analysis Mapping System (DAMS) to create customer report upon request
Knowledge of the methods and techniques of an agency's computer system specification, logic flow preparation, program coding, compilation and testing.
Knowledge of an agency's computer information system format, structure and capabilities and all daily operations.
Knowledge of state and federal rules, regulations, policies and procedures pertaining to the agency's program(s) and data processing.
Knowledge of the agency's standards, policies and procedures relating to data processing. Knowledge of the tools and techniques for testing software.
Knowledge of the concepts and methodologies of information system analysis and development.
Ability to obtain working knowledge of the mission, goals, objectives and business practices of the employing agency.
Knowledge of System Development Life Cycle methodology concepts.
Skill in interpreting and translating complex ideas and terminology into easy to understand instructions.
Ability to communicate effectively orally and in writing
Ability to develop test data and perform testing.
Ability to write user, operational and program documentation.
Ability to establish and maintain effective working relationships with users and co-workers.
Ability to analyze and define users' data requirements, translating them into design specifications for computer program development.
Ability to construct flow charts.
Ability to plan for and coordinate the development and maintenance of computer
Applicant must have education, training and/or experience demonstrating competence in each of the following areas:
Experience in project management, which includes planning, coordinating, uploading, monitoring, evaluating, and reporting on status of DSP CAD data to 9-1-1 operations.
Experience with various mapping software applications and enhancing the applications for specific needs.
Experience in data administration which includes the integration of application systems in a shared data environment, developing and administering plans, policies and procedures to promote management and sharing of data across enterprise information systems that incorporate emergency responder needs and implementing plans to meet those needs.
Experience in data resource management, which includes developing data dictionary, data quality and integrity, data storage/warehousing, data mining techniques, database structure generation and design or data modeling.
This is a career ladder position
Conditions of Employment
Direct deposit of paychecks is required as a condition of employment. Applicants must be legally authorized to work in the United States. A satisfactory criminal background check is required as a condition of employment.
This position is a classification organized under an exclusive bargaining representative (labor organization). The candidate/applicant selected for this position shall be asked to join and pay dues to the labor organization or, may decline joining the labor organization and not pay dues or a fee. The labor organization has been elected by employees as their representative for collective bargaining and other work related purposes.
A request for transfer form #490 must be submitted to Human Resources by close of business on April 8, 2019.
The State of Delaware - An Equal Opportunity and Affirmative Action Employer
CLASS: L23216; EST: 4/8/2019 10:07:00 AM; REV: 4/8/2019 10:07:00 AM;