Field IT Technician - Albany County New York

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) Call Center Field IT Services Technician to join our Life & Safety business segment. This role will travel throughout New York installing and maintaining our equipment, so candidates must be willing to cover a specified region in Albany County.

Responsibilities

• Participate in the maintenance of 911 call handling and dispatch systems
• Travel to customer sites for maintenance and troubleshooting of software and hardware
• Provide onsite training for all assigned products
• Troubleshoot and resolve issues with product compatibility and integrations within scope of responsibility
• Provide remote support to customers as needed

Requirements

• High school diploma or GED required; Bachelor’s degree from an accredited college or university in MIS or Computer Science preferred
• Minimum 2 years of technical customer service experience
• Minimum 1 year installation or software training experience
• Minimum 2 years experience with networking, Windows-based servers, and workstations
• Minimum 1 year 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.)
• Basic knowledge of Word and Excel
• Night shift work dependent on customer request/updates (11pm - 6am)
• Local travel throughout Albany; mileage is paid, but candidates must have their own working vehicle

Physical Requirements

• Occasionally lift up to 50 lbs
• Bend, stoop, carry items over 25 lbs (e.g., tool kits), climb stairs, work in confined spaces, crawl, kneel, push, reach above shoulder, perform repetitive motions, stand, walk, climb ladders, or lift objects above head
• Mobility to load/unload product equipment, set up stations, trace cables (potentially under desks), and sort equipment
• Adequate hearing to interact with customers over the phone, detect system beeps, and verify sound quality for telephony equipment
• Adequate vision to read PC screens, review motherboard schematics, and follow technical documentation

Pay

The starting salary is anticipated between $26.50 and $31.50 an hour, commensurate with experience. This role is also eligible for rotational pay, night shift differential, and mileage reimbursement.

Benefits

• 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) with free mental health resources and support