ALARM MANAGEMENT PROGRAM COORDINATOR APPLICATION PACKET

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1 SUMMIT COUNTY COMMUNICATIONS CENTER Fax Post Office Box SC Road 1003 Frisco, Colorado ALARM MANAGEMENT PROGRAM COORDINATOR APPLICATION PACKET Summit County Communications Center offers an exciting opportunity for a career in public safety technology. We are looking for flexible, multi-task oriented, team members with excellent communications skills, sound judgment and problem solving skills. Final candidates will be required to satisfactorily pass a criminal background investigation as determined by the Criminal Justice Information Services Division (CJIS).

2 SUMMIT COUNTY COMMUNICATIONS CENTER Fax PO Box SCR 1003 Frisco, Colorado Alarm Management Program Coordinator Application Instructions ======================================== 1. Read, sign and date the Job Description. 2. Print neatly or type all sections of the Summit County Employment Application. 3. Submit a resumé with the application packet. 4. Submit your completed application and resumé to: Summit County Communications Center Mailing address: PO Box 4188, Frisco, CO Physical address: Emergency Services Building, 0227 County Shops Road/CR 1003 in Frisco (behind the Summit Stage Bldg.). 5. If you have any questions, please call (970) or call the Communications Administration office at (970) You may also

3 SUMMIT COUNTY COMMUNICATIONS CENTER Position Title: Help Desk Technician / Alarm Management Program Coordinator Department: 911 Communications Center FLSA Status: Non-exempt Pay Grade: P70 (starting salary range: $51,400-$64,224) GENERAL DESCRIPTION The Alarm Management Program Coordinator (AMPC) will be responsible for managing the application and databases to track countywide alarm systems and activations. Additionally, the AMPC will need to monitor, tune, diagnose, and resolve problems with databases and their performance; and develop and maintain a backup and recovery strategy for all databases. Day-to-day responsibilities include interacting with alarm site owners and businesses, developing methods for boosting registration rates and revenue, discovering new alarm businesses and intrusion alarm sites, improving public awareness and compliance, and administering registration information, payments and budgeting. The AMPC will support general operations of the Communications Center as the Tier 1 Help Desk Support Coordinator. In addition, the AMPC will frequently be called upon to complete ad hoc reporting, infrastructure construction and maintenance, cross-training/support of other technical staffers, and other duties as assigned. The position will have a high degree of autonomy and requires ingenuity in the creation of further detailed duties. SUPERVISION RECEIVED Works under the direct supervision of the SCCC Director. SUMMARY OF RESPONSIBILITIES The following areas will require varying levels of involvement from the AMPC, ranging from supervision to assistance. AMP Alarm Management Program Act as the project lead on the deployment, and follow up maintenance of the AMP system Create and maintain the Cry Wolf database that tracks alarms and alarm companies countywide Maintain the Motorola CAD alarm database using registration numbers from the Cry Wolf database Maintain accurate data and ensure data integrity for fees and fines associated with the alarm program Educate and work with alarm companies to ensure compliance, improve participation and reduce false alarm responses Interface with public safety agencies to raise awareness and to communicate sites in need of extra attention Work with vendors on installation, testing and training Troubleshooting and interface/database management for system Perform tuning and cleanup on databases

4 TIER 1 HELP DESK SUPPORT Provide telephone and online support for all users Responsible for logging calls, identifying issues, researching, resolving and following up on incidents utilizing a problem ticket and service request tracking system. If unable to resolve, after exhausting all available resources, will escalate for resolution while maintaining ownership of the incident. Ownership includes responsibility for documenting, tracking, monitoring, communicating with the customer, and ensuring timely request resolution Adherence to Help Desk processes and Service Level Agreements Prioritize user's requests, follow-up and track through to resolution Assist users with basic need analysis and preparation of requests Identify possible training opportunities based on call history Develop help sheets and frequently asked questions lists for users Prepare and/or place technology tools into production Participate in testing technology tools ADMINISTRATIVE DUTIES Interface with user agencies to generate special requests for reports Create and publish reports based upon user agencies needs Assist with development and maintenance of documentation, including policies and routines Assure all responsibilities related to user data protection are accomplished as designed and in a timely manner Facilitate and/or execute user access to systems for hires, transfers and terminations Provide support on IT projects as assigned Execute all tasks related to inventory of assets, components and software Provide proper instruction and introduction to associates of technology tools Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies IMPORTANT FUNCTIONS Provide technical support to users by opening tickets and answering questions, troubleshooting problems, maintaining workstation and server performance Develop technology implementation test plans Maintain the AMP system Assist in the preparation of budget documentation and maintain accurate monthly budget Prioritize and manage ongoing technical projects Perform and verify backups on all systems Develop reports for internal and agency use when called upon to do so Assist with other SQL databases as required ensuring proper maintenance and operation REQUIRED ABILITIES/CERTIFICATIONS Valid driver s license. Associates degree in Information Technology or equivalent experience Able to satisfactorily pass a criminal background investigation as determined by the Criminal Justice Information Services Division (CJIS). Ability to work varying days, hours and shifts as well as on-call Ability to establish and maintain effective working relationships with a diverse group of people Ability to work independently with minimal supervision Excellent interpersonal and customer service skills

5 Ability to maintain confidentiality Excellent written and verbal communication skills Good organizational skills Strong understanding of current commonly-used concepts, technologies, practices, and procedures Basic technical knowledge of servers, networks, mobile devices, applications required. Intermediate usage level of with Web based systems, and Microsoft Office products including Word, Excel, and PowerPoint required Ability to express technical terms in basic language, both verbally and written PREFERRED ABILITIES Experience with Project Management Professional Helpdesk support experience Four-year degree in Computer Science, Information Systems A+ Certification preferred Project+ Certification or PMP Certification Microsoft Technology Associate Certification (MTA) Support and or usage of an Active Directory, Citrix and Windows/SQL Operating Systems preferred Experience with MS SQL Server Management Studio ACKNOWLEDGEMENT I acknowledge this document as a detailed description of my responsibilities as the Communications Alarm Database Administrator, knowing public safety is a changing and dynamic field, and policies and procedures will change as needed. I will read, understand and adhere to all Summit County Government and Summit County Communications Policies and Procedures. Note: This job description is not intended to be an exclusive list of all duties, responsibilities or qualifications associated with the job. It is the policy of Summit County Government not to discriminate on the basis of race, color, national origin, ancestry, citizenship, religion, age, physical or mental disability, medical condition, sexual orientation, marital status, veteran status or any other protected basis is unlawful under federal and state law SIGNED: DATE

6 Summit County Government Employment Application Summit County is an equal opportunity employer, dedicated to a policy of non-discrimination in employment or the provision of services on any basis including race, color, religion, sex, age, sexual orientation, disability or national origin. Summit County only hires individuals authorized to be employed in the United States. Answer each question fully and accurately. Please print in INK or TYPE, except for signature on application. Position Applied for: Applicant Information Full Name: Date: Last First M.I. Mailing Address: Mailing address City State Zip Code Phone: address: Date Available for employment: Desired Salary: Are you eligible to work in the United States? Yes No Desired Employment? Full-time Part-time Hours of work per week desired? Have you ever worked for Summit County Government? Yes No Page 1 of 4 updated

7 Applicant Education High School: Address: Did you graduate? Yes No College: Address: Did you graduate? Yes No Other: Address: Did you graduate? Yes No Previous Employment Company: Phone: Address: Supervisor: Job Title: Starting Salary: $ Ending Salary: $ Responsibilities: From: to: Reason for leaving: May we contact your previous for a reference? Yes No Company: Phone: Address: Supervisor: Job Title: Starting Salary: $ Ending Salary: $ Responsibilities: From: To: Reason for leaving: May we contact your previous for a reference? Yes No Page 2 of 4 updated

8 Previous Employment (continued) Company: Phone: Address: Supervisor: Job Title: Starting Salary: $ Ending Salary: $ Responsibilities: From: to: Reason for leaving: May we contact your previous for a reference? Yes No Military Service Branch: From: To: Rank at Discharge: Are you currently in the Armed Forces: Yes No References Please list three professional references. Full Name: Relationship: Company: Phone: Address: Full Name: Relationship: Company: Phone: Address: Full Name: Relationship: Company: Phone: Address: Page 3 of 4 updated

9 Disclaimer and Signature JOB APPLICANT S AGREEMENT AND VERIFICATION I certify that the information given by me in the application is true in all respects, and I agree that if the information given is found to be false in any way, it shall be considered sufficient cause for denial of employment or discharge. I authorize the use of any information in the application to verify my statements, and I authorize the past employers, all references, and any other persons to answer all questions asked concerning my ability, character, reputation, and previous employment record. I release all such persons from any liability or damages on account of having furnished such information. I understand that nothing contained in this employment application or in the granting of an interview is intended to create an employment contract between Summit County and myself for either employment or for the provision of any benefit. No promises regarding employment have been made to me, and I understand that no such promise or guarantee is binding upon Summit County unless made in writing. If an employment relationship is established, I understand that I have the right to terminate my employment at any time and that Summit County retains the same right. In the event that I have a disability as defined under the American with Disability Act (ADA), I may contact Human Resources to request reasonable accommodation in the application or interview process. I understand that prior to being offered employment with Summit County I may be requested to take an employment examination. In the event I have a disability, which will affect my ability to take the test, I will also inform Summit County prior to the administration of the test so that a reasonable accommodation can be made. Summit County reserves the right to require medical documentation concerning the need for the accommodation. I understand that if employed, policies and rules, which are issued by Summit County, are not conditions of employment and that the employer may revise policies or procedures, in whole or in part, at any time. I understand that this application will be kept on the active file for 30 days from the date completed, after which time I would have to reapply in accordance with established Summit County procedures. Signature of applicant: Date: Page 4 of 4 updated

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