1 Page 1 of 6 Position Code #P10213 POSITION TITLE: PRIDE Help Desk Analyst DEPT/DIV.: Support Services REPORTS TO: IT Director BRANCH: Information & Technology ASSOCIATION: Civilian LOCATION: Headquarters GRADE LEVEL: E DATE DEVELOPED: May 2006 HOURS OF WORK: Monday to Friday (Occasionally works extended and or varying hours) GENERAL PURPOSE: To provide PRIDE users with guidance and first and second level support by assisting in problem resolution; to act as the key contact for on-site and remote users for terminal and production problems and inquires; to receive requests, prioritize requests, assign requests to appropriate IT personnel and follow-up to ensure requests have been dealt with in a timely manner. MAJOR RESPONSIBILITIES: Responds to PRIDE users questions and requests for information and assists in problem resolution. Maintains contact with PRIDE users on operational and administrative problems. Forwards and assigns routine calls to Help Desk Technicians (Senior Operators, Operator, and PC Support Technician) for resolution and ensures completion of requests. Assists PRIDE agencies technical representatives as the primary contact for second level support. Notifies appropriate IT personnel within the branch of unusual problems requiring immediate action. Logs documents and maintains history records on Information Technology production problems. Checks quality and distributes reports requested by users for on-site and remote users. Assists in coordinating the resolution of applications/software systems problems impacting day to day operations. Assists and provides back-up support to systems and programming personnel as needed. Assist in resolving technical computer operations equipment problems. Responds to user questions and resolves hardware/software problems on the PRIDE personal computers. Monitors master consoles, troubleshoots and maintains computer systems and networks, including Computer Aided Dispatch (CAD), Records Management System (RMS), and Dictation Systems. Logs each call into the Help Desk Software, so that appropriate action can be taken. Initiates corrective action or carries out instructions to resolve system problems with daily tasks. Ensures all calls are resolved in a minimum amount of time. Monitors external access and supports existing policies and procedures of PRIDE.
2 Page 2 of 6 Position Code #P10213 Delivers personal computers, sets up and instructs staff on its operation. Tests new equipment; installs upgrade software and hardware; and creates, maintains and configures user databases and systems if required. Responsible for voice and data cable installation. Sets up network drives and file sharing over the network. Replaces disk drives, hard drives, keyboards, checks software settings, replaces deleted and corrupted files and defragments hard disk drives. Maintains various new printers, Lasers, Dot Matrix and conducts various setups. Checks Waterloo Regional Police Service personal computers and removes unlicenced software in accordance with the Micro Computer Policy. Provides PRIDE software policy support. Operates computer equipment such as terminals, tape drives, disk drives and printers. Perform backups of all PRIDE systems to tape and ensures integrity of the information is stored on tape. Loads computer tapes and disks and installs computer program software and printer paper and forms. Operates spreadsheet programs and other types of software to load and manipulate data and to produce reports. Provides computer support to the Dictation System by monitoring hourly for disk space and correct blank or incorrect priorities. Provides back-up support for Bell Communications System. Notifies Bell 911 when CAD is shut down, in response to alarm. Supports and monitors system for errors and functionality. Accesses and maintains a variety of confidential information and files to respond to requests for information as directed, including personnel files, criminal files, CPIC and PARIS. Transfers incidents across to RMS from Direct Data Entry (DDE) and does deletions on RMS as directed. Makes corrections to the records database through SQL to repair incorrect data in the event of software design flaws. Provides assistance and technical support to the other members of the IT Department, bringing troubleshooting issues to their attention. Maintains and updates technical and user documentation as directed. Recognizes and identifies potential areas where existing IT Support policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Performs other related duties as assigned. RESPONSIBILITIES FOR MATERIAL/FINANCIAL RESOURCES: Ensures that personal computers and systems shared by other shifts are maintained in good working condition. Deals with computer related supply, service operation and installation requirements. Does trouble shooting and maintenance of computer resources and equipment used by police service members. Notifies appropriate internal staff for servicing and repairs if required.
3 Page 3 of 6 Position Code #P10213 Supports Internet communication lines. Receives pricing information and provides recommendations for Internet connections. NATURE & IMPACT OF ERROR: Improper setup of new personal computers and workstations may result in problems for other users on the system, unable to access the network, CAD, RMS, and other application systems on the network. Errors may occur when terminating the process of a user, which may cause down time. RESPONSIBILITY FOR SUPERVISION OF STAFF & OTHERS: Supervises and assigns tasks to the Senior Computer Operator, Computer Operators and the PC Support Technician. Conducts performance appraisals and mediates by taking disciplinary action if required. Provides guidance, advice, informal training and instruction to co-workers, police service member end users and members from other PRIDE police services on the use and operation of standardized hardware and software-computerized systems. Troubleshoots and monitors the work of others to ensure compliance; on a daily basis for back-up supports of all desktop related applications, including the end user support of CAD, RMS, MobiCad and MS Office. Provides ongoing, administration and support to PRIDE members on the CAD, and RMS systems. Supervises and assigns work to the cooperative education student. CONTACTS & HUMAN RELATIONS: Internal: Has regular contact with PRIDE members. Receives direction, guidance and work assignments from the IT Director and the IT Systems Analyst. Has daily contact with immediate co-workers within the branch. Responds to 80 to 100 calls daily from civilian and sworn members of all ranks, through Help Desk Tickets, by phone, in person, and by . External: Has regular contact with service partners, outside technical support servers, equipment and software suppliers and contractors about software, hardware or network installation issues and operational problems. Has occasional contact with personnel from the RCMP regarding CPIC issues; Ministry of Transportation Ontario (MTO) regarding PARIS (Police Automated Registration Information System); and the Police Reporting Centre (PRC) in person, by phone, Help Desk Tickets and to troubleshoot and resolve problems. EFFORT (Mental/Physical): Applies well-defined guidelines regarding the requirements of the Micro Computer Policy, the Municipal Freedom of Information & Protection of Privacy Act (MFIPPA), Access to Information and Records Disclosure protocol, CPIC Rules, Regulations and Policies Reference Manual, the Records Branch RMS & Dictation Manual, and Statistics Canada Uniform Crime Reporting II Coding guidelines when responding to requests for technical assistance.
4 Page 4 of 6 Position Code #P10213 Receives work assignments from the IT Director and IT Systems Analyst. Responds to calls for assistance as received by the Help Desk. Responds to system crashes to assess and gather information to troubleshoot and repair systems and network problems. During off hours, contacts other IT staff members by phone, pager, and to resolve problems. Assesses CAD problems and attempts to determine appropriate action for immediate resolution, or refers to Programmers if necessary. Accesses confidential files and assists staff who are responsible for the input to those files. Schedules and organizes work according to ongoing projects and volume of calls. Refers computer problems and non-routine queries to supervisor. Maintains current knowledge and skill level through self-study, reading journals, and through formal outside courses. Prolonged sitting, heavy visual and peripheral concentration required to monitor indicator lights on four computer monitors during shift and when switching tapes. Attention to detail and manual dexterity required to work with hand tools and small computer parts. Lifts and carries personal computers, monitors, printers and is exposed to personal computers filled with dust and dirt. Is required to crawl under desks and workstations to install computers, hook up cables and wiring. Climbs ladders to hook up computer wiring if required. Exposed to fan noise in computer room. WORKING CONDITIONS: Work is performed in a standard shared open concept office, subject to walk-in traffic. Incumbent is required to travel within the Region or to PRIDE partner services to assess, troubleshoot, install and repair computers and related equipment. Due to the nature of work, incumbent is subject to constant interruptions by end users to resolve problems and provide assistance. Determines urgency and priority when responding to calls for service so that assistance can be provided in a timely manner. Very occasionally, during exigent circumstances, may be required to report to work after regular shift to support emergency issues with the network infrastructure. Occasionally works extended and or varying hours to ensure workload advances in a timely manner. Contacts are occasionally impatient and unreasonable, requiring the incumbent to be polite and tactful as well as informative. Incumbent exercises care and takes precautionary measures to avoid falls when climbing ladders or electrical shock when installing computer cables and equipment.
5 Page 5 of 6 Position Code #P10213 SKILL: a) Knowledge: Basic knowledge of reading, writing, mathematical and communication skills, normally acquired through the attainment of an Ontario Secondary School Diploma or equivalent as determined by the Ontario Ministry of Education. Knowledge of trouble shooting, diagnosing and repair of problems in computer equipment, software/hardware and operating systems and applications, plus network administration, normally acquired through the attainment of a certificate or diploma in computer science, business administration or equivalent education. Two years of related experience in the information technology, customer service areas along with one or more years of supervisory experience. Time management and prioritization skills are required to respond to requests in a reasonable time frame. Skill in the operation of a personal computer and basic knowledge of software programs such as WordPerfect, Word, Excel, Power Point and Access, with basic keyboarding skills. Working knowledge of Windows 95, 98, 2000, XP and NT, Transmission Control Protocol/Internet Protocol (TCP/IP), including configuration, mapping, security and troubleshooting. Knowledge of and ability to program in Hyper Text Markup Language (HTML). Supports the Public Key Infrastructure (PKI) and the software and hardware requirements of Entrust. Acquired basic knowledge of police computer networks and systems such as the Police Records Information Data Entry system (PRIDE) Records Management System (RMS), the Intranet, the Dictation System, the Canadian Police Information Centre (CPIC) system, and the Ministry of Transportation Ontario Police Automated Registration Information System (PARIS) to perform queries, locate information, send messages and troubleshoot IT issues. Familiarity with police records file keeping, storage and query methods, the judicial system and related paper flow processes, court terminology, police related agencies, and the policies and procedures pertaining to the computerized records keeping and processes, as related to the integration and operation of computer systems and networks within the police service. Basic knowledge of PRIDE organizational structure, chain of command, and branch functions. Ability to reference procedures of the Records Services Branch RMS & Dictation Manual, the Micro Computer Policy, the CPIC Rules, Regulations & Policies Reference Manual, following clear instructions to consistently perform IT related job troubleshooting tasks and to comply with the Records Retention Schedule and the Freedom of Information & Protection of Privacy Act. Communication and customer service skills required to obtain information as required; to provide suggestions and explore solutions to resolve end user computer related problems; to
6 Page 6 of 6 Position Code #P10213 clearly and concisely provide explanations to assist end users with different levels of technical understanding; and to represent the police service in a positive, professional manner. Ability to organize, delegate, follow-up and respond to help desk calls for assistance in a timely manner, while monitoring CAD, RMS, and Dictation. A valid Class G Ontario Driver s Licence with no more than six demerit points required to travel within and outside the region to respond to calls for service. Ability to drive police vehicle in inclement weather conditions, while monitoring traffic conditions. Ability to meet police security clearance requirements and to maintain confidentiality. Ability to participate as an effective team member to support and project values compatible with the organization. Ability to meet testing requirements for the position. b) Language Communication (Written & Verbal): Ability to verbally respond to and provide advice and guidance to end users who are familiar and unfamiliar with computer terminology. Ability to communicate with professionals outside the police service such as contractors and government agencies about PRIDE, NICHE RMS, CPIC and PARIS to troubleshoot and resolve problems. Ability to write and update user manuals and technical reports. Ability to produce computergenerated reports as requested. Ability to read and comprehend technical journals, periodicals and catalogues to remain current in information technology.
Page 1 of 5 Position Code #P10260 POSITION TITLE: Computer Forensics DEPT./DIV.: Investigative Services Support Technician REPORTS TO: Sergeant, Technological Crimes Unit BRANCH: Forensic Identification
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