Field IT Support 3 Loudoun VA

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.

About the role

Intrado is looking to hire a PSAP (911) Field Technical Customer Support (Level 3) to join our Life & Safety business segment. This role will travel throughout Loudoun County, Virginia installing and maintaining our equipment, so candidates must be willing to travel extensively throughout the state.

Responsibilities

• Lead and participate in the installation of 911 call handling and dispatch systems, including traveling to customer site, installation and troubleshooting of software and hardware
• Travel to customer site to install assigned software and troubleshoot any product issues
• Provide on-site training for all assigned products
• Troubleshoot and resolve issues with product compatibility and integrations within scope of responsibility
• Provide remote support to customers and service technicians as needed
• Participate in the development of Method of Procedures (MOP's)
• Assist in new product development and new product training
• Provide assistance and guidance to co-workers on best approaches, practices, and lessons learned
• Prepare reports, material, and documentation as requested
• May update project plan
• Train and mentor assigned co-workers, as necessary
• Provide departmental support in problem resolution, ensuring issues are resolved in an accurate, timely, and professional manner
• Gather all information prior to installs using the tools provided prior to traveling on-site
• Make an introductory phone call to the customer to confirm appointment time and location
• Collect supporting documents from each installation and return assigned paperwork as required
• Submit expense reports and time cards to supervisor as required ensuring adherence to policies
• Follow research through until resolution
• Document all issues thoroughly maintaining department files

Requirements

• High school diploma or GED required
• Bachelor’s degree from an accredited college or university in MIS or Computer Science preferred
• Minimum 5 years of technical customer service and installation or software training experience
• Minimum 5 years experience with networking, Windows based servers and workstations required
• Minimum 2 years of experience with Oracle and SQL preferred
• Certifications (e.g. Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Microsoft Certified System Engineer (MCSE), etc.) preferred
• Telephony knowledge (e.g. MDF, tip and ring punchdown, color codes, POTS, etc.) preferred
• Basic knowledge of Word and Excel required
• Knowledge of cabling (e.g. running, terminating and testing Cat5e, 568a, 568b, RJ45 etc) preferred
• On-call required and night shift work dependent on customer request/updates (11pm -6am)
• Local travel throughout Virginia; mileage is paid, but candidates must have their own working vehicle

Physical Requirements

• Must be able to occasionally lift up to 50 lbs
• Occasionally may be asked to bend, stoop, carry items which may weigh more than 25 lbs (i.e. tool kits), climb stairs, work in a confined space, crawl, kneel, push, reach above the shoulder, do repetitive motions, stand, walk, climb ladder, or lift objects above the head
• Must have enough mobility to load and unload product equipment, setup a station at a specified location, trace cables (potentially under desks) and sort equipment as required
• Should be able to hear customers over the phone, detect system beeps when troubleshooting, and verify sound quality when working with telephony equipment
• Must be able to see well enough to read PC screens, review motherboard schematics, and follow technical documentation

Benefits

At Intrado, we offer a comprehensive benefits package that includes:

• Medical, dental, vision, life, and disability coverage
• Paid time off
• 401(k) retirement plan
• Paid parental leave
• Access to a robust library of personal and professional training resources
• Employee discounts
• Critical illness and hospital indemnity insurance
• Access to legal support
• Pet insurance
• Identity theft protection
• Employee Assistance Program (EAP) that includes free mental health resources/support

Pay

The starting salary is anticipated around $26-35 an hour, commensurate with experience.