IT Applications Analyst (Tier 2)

• Serve as the primary technical responder for issues affecting core applications and related subsystems.
• Provide Tier 1-2 support for CAD/RMS/mobile applications used by dispatch and field users (police/fire/EMS/municipal operations)
• Manage user accounts, logins, and passwords for third-party solutions while ensuring data backups and system access permissions stay up to date.
• Support field devices, including mobile computers, modems, rugged laptops, and specialized peripherals, in vehicles and vessels.
• Diagnose complex issues involving mobile virtual private networks, cellular connectivity, and secured network hardware; coordinate with carriers and vendors to resolve outages.
• Obtain trouble tickets from vendors and maintain active oversight until service is restored to effectively pause the resolution clock.
• Follow change control protocols for software patches, updates, and configuration changes during non-peak operating periods.
• Maintain real-time logs of all service calls, hardware/software inventory, and technical documentation in the designated help desk system.

• Education: Associate’s degree or higher in Information Technology, Computer Science, or a related field.
• Experience: 2+ years in IT/Applications support with Tier 2 responsibilities, preferably in a mission-critical environment.
• Technical Skills: Strong Windows troubleshooting skills, including Active Directory management, system services, and diagnostic tool analysis.
• Networking Knowledge: Working knowledge of IP/DNS, DHCP, VPN, and wireless network fundamentals, including cellular and microwave connectivity.
• Regulatory Compliance: Ability to pass a background check to handle security-sensitive information.
• Mobility: Valid driver’s license and ability to perform on-site work at headquarters and various field locations.

Preferred Qualifications

• Familiarity with Public Safety CAD/RMS/Mobile applications
• Certifications: Industry-standard technical certifications (e.g., Network+, Security+) or specific vendor training related to enterprise communication systems.
• On-Call Expectations
• Participate in a 24/7 rotating on-call schedule to support continuous operations.
• Maintain a continuous on-site presence during critical system outages until the issue is resolved.

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance