Computing Support Technician III - 911

The Public Safety Systems Administrator is responsible for the administration, maintenance, support, and continual improvement of the technology infrastructure that powers the Davidson County 911 Communications Center. This position supports mission-critical systems including Computer Aided Dispatch (CAD), Next Generation 911 (NG911), radio communications systems, logging recorders, GIS mapping, networking equipment, servers, virtualization platforms, workstations, telephony systems, databases, and other emergency communications technologies.

Serving as the primary technical resource for the Communications Center, this position works closely with County Information Technology, state agencies, vendors, and public safety partners to ensure reliable 24/7 operations. The employee is expected to troubleshoot complex technical issues, manage enterprise system integrations, coordinate technology upgrades, and implement solutions that improve reliability, security, and operational efficiency.

Distinguishing Features of the Position

This is a highly specialized information technology position focused exclusively on supporting critical public safety communications systems. Unlike traditional desktop support, this role administers highly available emergency systems where system uptime is essential to emergency response.

The employee independently diagnoses complex hardware, software, database, networking, and systems integration issues while coordinating with vendors and County IT professionals. The position reports directly to the Director of 911 Communications and assists with strategic technology planning, cybersecurity initiatives, disaster recovery planning, and major system implementations., * Administer and support the Computer Aided Dispatch (CAD) system, GIS mapping, mobile data, and associated public safety applications.

• Maintain Windows servers, virtualization infrastructure, workstations, network equipment, storage systems, and supporting hardware.
• Install, configure, update, and maintain operating systems, firmware, software, and security patches.
• Troubleshoot complex hardware, software, networking, database, and application issues affecting mission-critical operations.
• Support NG911 technologies, IP telephony, logging recorders, radio consoles, alerting systems, and emergency communications platforms.
• Administer Microsoft SQL Server databases and develop SQL queries to support reporting, system administration, troubleshooting, and application integrations.
• Assist with switches, VLANs, routing, firewalls, VPN connectivity, redundancy testing, and enterprise networking.
• Coordinate with vendors, state agencies, and County IT staff during upgrades, maintenance, outages, and new technology deployments.
• Participate in disaster recovery planning, continuity of operations, and system redundancy testing.
• Monitor system performance and recommend improvements to technology, cybersecurity, and infrastructure.
• Maintain technical documentation, network diagrams, inventories, and change management records.

• Knowledge of Windows Server administration and enterprise IT environments.
• Experience with TCP/IP, DNS, DHCP, Active Directory, Microsoft 365, virtualization, and enterprise networking.
• Knowledge of cybersecurity best practices, endpoint protection, and disaster recovery.
• Advanced proficiency with Microsoft SQL Server, including writing complex SQL queries, joins, views, stored procedures, data validation, performance troubleshooting, and supporting enterprise applications through direct database analysis.
• Ability to analyze and resolve complex technical issues under time-sensitive conditions.
• Strong written and verbal communication skills with exceptional customer service.
• Ability to document technical procedures and maintain accurate technical records.
• Ability to work independently and participate in an on-call rotation supporting 24/7 emergency operations.

Physical Requirements

• Must be able to physically perform the basic life operational functions of stooping, reaching, lifting, fingering, grasping, talking, and hearing.
• Must be able to perform sedentary work and a negligible amount of force frequently or constantly to move objects.
• Must possess the visual acuity to operate computer equipment and maintain/review manual written records.

Preferred Education and Experience

• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field; equivalent experience considered.

• Three years of progressively responsible experience supporting enterprise information technology systems.

• Experience administering Windows Server environments, virtualization platforms, and enterprise networking.

• Experience administering Microsoft SQL Server databases and developing SQL queries to support public safety applications, reporting, and system integrations.

• Experience supporting public safety technologies such as CAD, NG911, radio systems, GIS, or logging recorders preferred.

• Experience supporting mission-critical 24/7 operations preferred.

• The ideal candidate will have experience with 911 critical systems and technology necessary to provide 911 services, such as CAD, radio, technology, and logging recorders

• Additional Certifications as follows;

• Emergency Telecommunicator Course
• Emergency Medical Dispatch
• Emergency Fire Dispatch
• Emergency Police Dispatch
• CPR
• DCI Modules 1-3
• FEMA ICS 100,200,300,700,800

Special Requirements

• Must maintain DCI certification
• Must maintain a valid North Carolina driver's license