Job Description
Under the general supervision of the City of St. George Technology Customer Support Manager, supports
city-owned workstation and network equipment, provides hardware and software planning and evaluation,
provides problem-solving and training for end users, and ensures system efficiency and integrity. This
position will be primarily focused on supporting the public safety departments (Police and Fire) of the City
of St. George while coordinating with the technology division to follow technology policies, document
changes, adhere to security and privacy policies, follow long-term technical plans and goals, and remain
consistent with standards set by the technology division.
Essential Functions (Essential functions, as defined under the Americans with Disabilities Act, may
include the following tasks, knowledge, skills, and other characteristics. The list of tasks is illustrative only
and is not a comprehensive listing of all functions and tasks performed by positions in this class.)
1. Provides technical assistance, support, and advice to public safety employees to resolve computer-
related problems through phone, e-mail, web, and in-person requests.
a. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, tickets, and in-person
requests for assistance from customers experiencing problems with hardware, software,
networking, or other related technologies.
b. Independently identifies, troubleshoots, documents, and replicates technology problems.
c. Documents and tracks resolution through the problem-solving cycle.
d. Keeps customers informed of progress and resolution.
e. Provides training to public safety employees in the use of their systems.
f. Reports updates, status, and completion to other Technology team members as needed.
2. Performs project management duties, ensuring the successful planning, execution, coordination, and
delivery of projects.
3. Assists with the installation of new hardware and software systems and with customizing new
systems for end users.
4. Assists with the upgrade of existing hardware and software systems.
5. Troubleshoots and resolves routine hardware and communications problems.
6. Evaluates and recommends changes and proposals for upgrades to existing hardware and software
systems.
7. Assists with troubleshooting and setting up mobile devices, such as tablets, in-vehicle routers, and
mobile phones.
8. Assists with troubleshooting audio/video equipment and third-party consultants.
9. Contacts and coordinates with vendors and OEMs to resolve hardware and software problems.
10. Understands software specifically used by public safety departments. Learn daily workflow and end-
user operation of specific public safety systems (both online and on-prem). Assist with the
implementation, administration, and configuration of these systems.
11. Documents specific technologies related to public safety systems. Provide input to self-help and
knowledge-base systems.
12. Reviews and assesses new and existing buildings for technology needs and coordinates their
implementation.
13. Coordinates with other technology staff members while troubleshooting and administering public
safety assets.
a) Work with the Technology Customer Support Manager to track, prioritize, and optimize service
tickets. To maximize customer satisfaction, follow software and hardware standards, deploy OS
images properly, and keep technology documentation up to date.
b) Work with the Security Administrator to ensure security policies and procedures are applied
throughout the public safety departments. Track, troubleshoot, replace, and expand security systems
across the city.
c) Work with the Systems Engineer to ensure proper system configuration, program interoperability,
and data integrity/backup.
d) Work with the Database Administrator to ensure data is properly collected, privacy policies are
followed, and data automation is implemented.
e) Work with the Network Engineer to address network bandwidth and troubleshoot network
connectivity problems.
f) Work with the GIS team to assist with map requests and geo-related data analytics.
g) Work with all members of Technology during troubleshooting and project implementation.
h) Attend relevant technology meetings to obtain guidance and offer insights from public safety.
14. Performs other related duties as required.
Typical Physical/Mental Demands/Working Conditions
May work alone or as a member of a troubleshooting team. Work is performed primarily indoors in a typical
office environment with travel across the city to public safety locations, some of which are outdoors.
Uncomfortable conditions may include stooping, crouching, bending, etc. May be susceptible to eyestrain,
back discomfort, and hand and wrist problems. Medium physical strength requirement: exerts up to 50
pounds of force occasionally and/or 25 pounds of force frequently. Exposure to stress as a result of human
behavior and irregular working hours required to get equipment or programs set up or repaired under
department time constraints.
Minimum Qualifications
Education: A+ or ITIL certifications preferred. Any tech support or help desk certifications are a plus.
Experience: A minimum of two (2) years of full-time computer support work experience is required,
preferably in a public safety environment.
Licenses and/or Certifications: Possess a valid driver's license. A valid Utah Driver's License must be
obtained within 60 days of hire and be maintained throughout employment.
Knowledge, Skills, and Abilities
Knowledge of:
• Inner workings and technological developments of computers, laptops, tablets, mobile devices, printers,
software, and related equipment.
• Emerging technologies, especially with technologies designed to enhance public safety.
• Wide variety of application programs.
• Federal copyright laws as they pertain to the use of computer software.
• Technologies specific to Police, Fire, and Dispatch/911.
Skills in:
• Project Management.
• Change Management.
• Business and Systems Analysis.
• Customer service.
• Interpersonal, written, and verbal communication.
• Technology training and presentation skills.
• Microsoft Windows and Google Workspace.
Ability to:
• Troubleshoot, resolve, and track/document problems.
• Walk users through troubleshooting and configuring software systems over the phone.
• Operate a variety of computer equipment and software.
• Explain technical material in layman's terms.
• Communicate effectively, both orally and in writing.
• Establish and maintain effective working relations with elected officials, department heads, other
employees, the public, and officials and employees of other jurisdictions.
• Pass a CJIS Background Check.
To Apply
Submit a completed City of St. George Employment Application online at careers.sgcity.org. Applications are reviewed on an ongoing basis. This Position closes 08/31/2024 12:00 AM. Refer questions to Human Resources at 435-627-4670. Pre-employment drug screening and criminal background screen are required. The City of St. George is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, color, national origin, age, disability or genetic information. We make reasonable efforts to provide reasonable accommodation to disabled candidates.