Information Systems Support Specialist… at Hamilton… · Cincinnati

Summary: Hamilton County, Ohio is seeking an Information Systems Support Specialist to support the daily operation and maintenance of emergency communications technology, specifically the Next Generation 911 (NG911) system. The role involves troubleshooting, monitoring system performance, and collaborating with various teams to ensure the reliability and compliance of emergency communication systems.

Responsibilities:
- Monitors and maintains daily operations of the NG911 system and other emergency communications platforms; performs system health checks and verifies functionality of critical applications; troubleshoots software, hardware, and network issues affecting emergency response systems; escalates unresolved or complex incidents to appropriate technical staff or county IT teams; documents incidents and resolutions to support system performance tracking and operational planning
- Assists with the evaluation, procurement, and deployment of hardware, software, and network solutions to support 911 operations; collaborates with vendors to assess system requirements, hardware specifications, and software configurations; participates in testing, validation, and acceptance of new equipment and system enhancements; provides technical input to improve purchasing decisions and long-term system sustainability
- Supports system implementation efforts, including installation, configuration, testing, and go-live activities for system upgrades, enhancements, and expansions; refines system settings to meet operational needs; troubleshoots and resolves technical issues during implementation phases; maintains detailed technical documentation on installation procedures, configurations, and performance metrics; assists in developing training materials for system users when needed
- Collaborates with internal staff, public safety partners, county IT teams, and external agencies to support operational integration and technical alignment; participates in operational meetings, technical workgroups, and/or project planning discussions to share insights on system needs, troubleshooting approaches, and system optimization opportunities; provides input on technical impacts related to operational or policy changes
- Ensures compliance with applicable local, state, and federal regulations governing emergency communications technology; maintains system security protocols, access controls, and operational safeguards; supports system audits, testing, and reporting requirements; identifies potential risks and vulnerabilities in systems and coordinates corrective actions with the Technical Services team
- Assists in maintaining system documentation, technical diagrams, user guides, and operational workflows; ensures accurate recordkeeping of system updates, configurations, license renewals, and maintenance activities; supports ongoing system performance monitoring, preventive maintenance schedules, and lifecycle planning activities to ensure uninterrupted 911 service delivery
- Maintains regular and reliable attendance while delivering timely and professional customer service
- Perform other related duties as assigned

Required Qualifications:
- Completion of undergraduate core course work for degree in computer science/programming, systems design or system analysis
- 6 months experience in project/program management
- 3 courses in supervision (or 3 months experience)
- Must be able to maintain a flexible schedule and willing to work overtime
- Must be able to respond to urgent system outages during evenings, nights, weekends, or holidays as part of an on-call rotation
- Must be willing to support satellite locations
- Required to carry a cell phone

Required Skills: Next Generation 911 (NG911) system, Emergency communications technology, System monitoring, Troubleshooting software, hardware, and network issues, System installation and configuration, System upgrades and enhancements, System security protocols, Access controls, Project/program management

Benefits: 11 Paid Holidays, Immediately Begin Accruing Paid Vacation and Sick Time, Earned Personal Days, Paid Parental Leave, Ohio Public Employee Retirement System which includes 14% Employer Contribution, Defined benefit option, Highly Competitive and Comprehensive Benefits Package: Medical, HRA, Dental, Vision, Employer-Paid Life Insurance, Long-Term Disability, Tuition Reimbursement, Public Service Loan Forgiveness Eligibility, Free On-Site Parking, Wellness Incentives, Robust Employee Assistance Program, Access to Free Medical and Rx through Marathon Health, Expansive Behavioral and Mental Health Resources, More!