Tier 2 Service Technician

5/6/2022 11:59 PM Eastern

Position is responsible for being the first point of contact for PSC with customers and system users. Position monitors all of PSC's systems, including but not limited to radios systems, Computer Aided Dispatch, AT&T 911 System, Fire House Alerting System, all PSC remote sites and network and mechanical systems within the PSC County Wide Public Safety and Public Services infrastructure.

Position is responsible for identifying and troubleshooting systems with customers, PSAP Managers, vendors and the PSC Management Team.

Position is responsible for assisting with delivery of all systems support for help desk and distributed computing services across all City/County Public Safety Departments. Works closely with our customers to plan for deployment of new products and solutions. Works closely with the Public Safety Communications Managers to maintain customer satisfaction.

Addresses system or equipment issues reported by customers in person or over the telephone. Is responsible for investigating system or equipment complaints reported by customers.

Monitors the radio and microwave alarm system, determines and instates the proper course of action.

Maintains equipment inventory and service logs.

Coordinates vendor provided service repairs; to maintain inventory and security of spare radios and peripheral equipment and ensures the proper and timely maintenance of all radios, computers and related equipment.

Performs installs, adds, moves and changes for all distributed computing technologies both independently and under the direction of our customers.

Uses computers with Motorola Radio Service Software to change and program the personalities of portable and mobile radios to comply with each user's and user agency's needs.

Uses local assignment system software package that creates and stores the database for all field units, which includes the unit serial number, unit ID, the talkgroup configuration for the system and each field unit and the features enabled on each unit. Provides diagnostic services, programs radios as required and maintains radio database.

Maintains logistical control of special event/tactical radios; receives and inventories both radios submitted for repair and radio designated as replacements.

Investigates operational complaints from the Public Safety and Public Service field radio users.

Configures and reconfigures field radio equipment as required to meet the needs of the individual users and their agencies.

Effectively communicates to users and customer's problems and solutions in an effective, courteous, and professional manner.

Installs, maintains and modifies distributed computing system software and files as needed. Maintains system security and integrity with network software and regular system file backups.

Performs troubleshooting for all distributed computing technologies.

Sets up, configures, and supports distributed computing and network devices.

Develops and maintains desktop systems, applications, security, and network configurations.

Assists with process improvement efforts for help desk and distributed computing.

Recommends upgrades, patches and new applications and equipment.

Provides technical support and guidance to users. Installs new software releases and system upgrades.

Performs system backups and recovery. Responds to telephone calls, emails and personnel requests for technical support.

Answers basic questions and complaints about equipment and software; investigate and solve operational problems experienced by various system users.

Assists with the research, recommendation and implementation of new tools to support help desk and distributed computing functions.

Provides distributed computing training to staff and users.

Assists in installing, configuring, and maintaining personal computing hardware and software.

Assists with installing, moving, and maintaining network equipment, including servers, routers, hubs and workstations.

Regularly meet with customers to develop relationships and understand business needs.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.

Provides support for the Incident Command Vehicles. This includes providing technical and systems operations as well as driver support for public safety incidents.

Two (2) years of college-level coursework in information technology, computer science, or a related field and two (2) years of general computer installation, maintenance and repair experience; or,

Five (5) years experience with computer operations, maintenance and repair experience, help desk support and/or personal computers including software installation and troubleshooting in a customer service driven environment.

Prefer working experience and knowledge in electronic technology and computer systems.

Proven ability to self-motivate and be proactive. When needed, must be willing to work additional hours, be on call, travel, and cross-train into other maintenance areas on the program.

Requires excellent intrapersonal communication and facilitation, independent judgment and proven problem-solving abilities.

Excellent oral and written communications with an outgoing, customer service attitude.

Ability to define complex problems, analyze and recommend action.

Must be professional, courteous, and able to work in an energetic environment.

Must maintain a valid Indiana Driver's License.

Demonstrates initiative to work independently and is self-motivated.

A very high degree of independent judgment is required for making decisions. There will be instances where policies, procedures, rules and regulations do not exist for all situations that could be encountered. Errors in judgment will adversely affect the perception and image of the City/County relating to the use and operations of network systems and technology. This could result in excessive liability, embarrassment and expense for the Organization and the City/County.

All rates are bi-weekly.

Anthem CDHP High

Single: $32.39 EE + Spouse: $77.23 EE + Child(ren): $56.38 Family: $104.61

Anthem CDHP Medium

Single: $49.48 EE + Spouse: $117.99 EE + Child(ren): $86.13 Family: $159.83

Anthem CDHP Low

Single: $65.75 EE + Spouse: $156.79 EE + Child(ren): $114.45 Family: $212.39

Delta Dental High

Single: $13.90 EE + Spouse: $29.59 EE + Child(ren): $33.15 Family: $52.66

Delta Dental Low

Single: $8.02 EE + Spouse: $15.94 EE + Child(ren): $21.57 Family: $33.15

ANTHEM Vision Plan

Single: $2.85 EE + Spouse: $5.16 EE + Child(ren): $5.53 Family: $8.38

Life Insurance Employee Only (rates per $1,000 per month):

Basic: No Cost

Optional Life Insurance Employee Only (rates per $1,000 per month)

Additional:

<25-29 $0.053

30-34 $0.075

35-39 $0.090

40-44 $0.120

45-49 $0.203

50-54 $0.330

55-59 $0.545

60-64 $0.723

65-69 $1.208

70 + $1.867

IMPORTANT PERF UPDATE:

• For more information on eligibility options, refer to Proposal 21-288 https://bit.ly/3exq8yR

1. All employees hired/rehired after to 1/1/2022 have a choice to select the PERF Hybrid plan (3% + Pension) or the INPRS My Choice: Retirement Savings plan (3% + 1% Contribution). The Hybrid plan consists of two components:

Annuity Savings Account (ASA) -This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. You're always vested in your ASA portion - it's always yours.

Pension - The pension portion of the retirement benefit is funded by contributions made by the employer over the course of the employee's career and separate from the annuity savings account. Employees enrolled in the PERF Hybrid plan are eligible for retirement benefits at age sixty-five (65) if they have ten (10) or more years of creditable service. After June 30, 1995, employees may retire at age sixty (60) with at least fifteen (15) years of credible service or if the member's age in years plus the years of credible service equals at least 85 and the member is at least fifty-five (55) years of age. With fifteen (15) or more years of creditable service, the employee may retire as early as age fifty (50) with a reduced pension.

2. Employees hired/rehired by the City and County between 1/1/2017 and 12/31/2021 will be automatically enrolled in the PERF My Choice: Retirement Savings plan. This plan is an annuity savings account (ASA) only plan and does not have a pension component. Any service that an employee has in the My Choice: Retirement Savings Plan will not count toward the service time requirements for pension eligibility in the Hybrid Plan.

With the PERF My Choice: Retirement Savings Plan, the ASA is split up into two parts:

Part one - This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. You're always vested in your ASA portion - it's always yours.

Part two - This consists of an additional variable rate contribution paid by the City toward your ASA. This variable rate contribution is currently 1% of your gross wages. Vesting in the value of the variable rate employer contribution will vary by length of participation. You are:

• 20 percent vested after 1 full year of participation
• 40 percent vested after 2 full years of participation
• 60 percent vested after 3 full years of participation
• 80 percent vested after 4 full years of participation
• 100 percent vested after 5 full years of participation

3. All employees hired/rehired prior to 1/1/2017 are grandfathered into PERF Hybrid plan. The Hybrid plan consists of two components:

Annuity Savings Account (ASA) -This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. You're always vested in your ASA portion - it's always yours.

Pension - The pension portion of the retirement benefit is funded by contributions made by the employer over the course of the employee's career and separate from the annuity savings account. Employees enrolled in the PERF Hybrid plan are eligible for retirement benefits at age sixty-five (65) if they have ten (10) or more years of creditable service. After June 30, 1995, employees may retire at age sixty (60) with at least fifteen (15) years of credible service or if the member's age in years plus the years of credible service equals at least 85 and the member is at least fifty-five (55) years of age. With fifteen (15) or more years of creditable service, the employee may retire as early as age fifty (50) with a reduced pension.

4. City Employees hired/rehired between 1/1/2017 and 12/31/21 that are members of the City AFSCME labor union can choose to enroll in either the PERF My Choice: Retirement Savings plan or the PERF Hybrid plan. Both plans are described above. Employees have 60 days to choose which option they want, and by state law this cannot be changed. If no choice is made, the employee will then be automatically added to the PERF My Choice: Retirement Savings plan.

The Indiana General Assembly has enacted a provision that allows public employees to make voluntary contributions in addition to the mandatory three percent (3%) contributions. Employees may contribute up to an additional ten- percent (10%) of their compensation per pay period to the annuity savings account. This means that the maximum level of contributions to the annuity savings account under this new provision is thirteen percent (13%) of an employee's compensation per pay period.

Employees who separate from the city within their first ten (10) years of employment need to contact INPRS - PERF regarding their ASA account.

Questions relating to PERF may be directed to INPRS - PERF at:

Indiana Public Retirement System

Public Employees' Retirement Fund

One North Capitol, Suite 001

Indianapolis, Indiana 46204

(888) 236-3544