Emergency Reporting is a leading records management solution for Fire and Emergency Services. As a SaaS company, our software and IT departments work collaboratively to provide a highly available, reliable, and secure platform for every one of our customers; from volunteer fire departments in small towns, to large metropolitan fire agencies. Our cloud-based software is born from the fire departments we serve and help to keep us grounded.
This position provides a fully operational helpdesk to the employees of Emergency Reporting and by special request for contracted individuals. An IT Tech 1 is expected to assist other IT Admins as needed and can be asked to administrate assigned projects. This position oversees the operability and security of the office environment.
RESPONSIBILITIES OF ALL EMPLOYEES
Strive to support and exhibit ER’s company values and culture.
Adhere to applicable polices and procedures.
RESPONSIBILITIES OF EVERYONE IN THIS DEPARTMENT
Work towards objectives of security, system availability, and performance.
Ensure availability and timely response for off-hour emergency issues.
Clearly communicate problems to your team or to your manager.
Uphold and adhere to team policies, procedures, and responsibilities.
ESSENTIAL JOB FUNCTIONS
Works on assigned Help Desk tickets for IT services at main office site, including email, phone, voice messaging, desktop support, enterprise applications, and other IT related tasks.
Responsible for working assigned Help Desk tickets and escalating issues to the IT Manager or others as needed.
Interacts with internal clients on all levels to help resolve IT-related issues and provide answers in a timely manner.
Documents work done in Help Desk Tickets.
Reviews STIG security compliance and helps with keeping STIG compliance.
Maintains and updates user and administrative policies, as assigned.
Helps educate users of basic security threats to prevent user mistakes.
Reports any security problems to IT Manager.
Request authorization from IT Manager before changing user permissions or making any unapproved changes.
Work on projects as assigned by the IT Manager. Projects may also come in as Help Desk tickets, verbal, or written requests.
Documents projects - items such as settings, configurations, known problems, and any other relevant information.
OTHER JOB FUNCTIONS
Arrive on time ready to work and alert IT Manager in advance of schedule problems.
Participates in assessment of new technologies.
Attends all hands meetings, company trainings, IT meetings, or other company events, as requested by IT Manager.
Assists in IT issues as needed.
Performs other duties as assigned by the IT Manager.
Assists with day to day facilities work as assigned.
QUALIFICATIONS – EDUCATION, LICENSES & EXPERIENCE
Associates or bachelor’s degree in computer science, information systems, or other IT related field.
Experience with computer and network security.
Two or more years’ experience with computers.
Experience in IT.
Other combinations of education and experience that provide the incumbent with the necessary qualifications may be considered.
QUALIFICATIONS – KNOWLEDGE, SKILLS & ABILITIES
Goals- and results-oriented, with a passion for excellence.
Effective written and verbal communication and interpersonal skills.
Organized and detail- and accuracy-oriented, including ability to effectively document and resolve issues.
Able to learn and adapt to changing technologies and procedures.
Able to be a competent, effective, and collaborative team player.
Demonstrated ability to take initiative, problem solve and work independently.
Demonstrated ability to thrive in a fast-paced environment.
Incumbent is subject to a background check and appropriate security clearances.
Must have a valid driver’s license.
WORKING CONDITIONS & PHYSICAL REQUIREMENTS
Travel: Some travel may be required.
Mobility: Work is performed in an office setting and requires working on the computer for long periods of time. Must be able to move throughout the office to interact with employees.
Hearing: Must be able to hear verbal conversations over the phone, using collaboration tools, and in-person with background noise.
Vision: Must be able to consistently identify objects and persons at a distance and read fine print on various forms.
The statements contained in this document reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.