Public Safety Operations Specialist II

About the role

This position is in the Information and Communications Technology (ICT) Department, supervised by the IT Applications Manager. The Public Safety Operations Specialist II plays an expanded role in the management, coordination, and support of IT and communications technologies within the County's public safety entities. This role builds upon foundational skills to manage complex technology integration projects, troubleshoot advanced IT problems, and act as a key point of contact for major public safety IT systems, ensuring technology solutions meet operational needs efficiently and effectively.

Responsibilities

• Lead the facilitation of IT communications and integration between the Department of Emergency Services, Sheriff’s Office, Detention, Animal Services, Centreville Police Department, States Attorney, and QAC Fire and EMS Commission (FEC).
• Manage and oversee the deployment, maintenance, and troubleshooting of complex public safety systems such as Enterprise CAD (computer aided dispatch), Enterprise Law Mobile, CrewForce, DeltaPlus, Offender Management System (OMS), Skills Manager, and support applications.
• Act as the technical lead for mobile data terminal (MDT) installations, updates, and troubleshooting.
• Implement system patching and cybersecurity procedures for public safety systems.
• Provide in-depth troubleshooting and root cause analysis for IT and network connectivity issues within public safety departments.
• Collaborate with IT and external vendors to plan and deploy software updates and system upgrades.
• Review IT reports and make recommendations for systems improvements, cybersecurity protocols, and user training.
• Develop and maintain documentation for IT system configuration, processes, and user guides.
• Mentor junior specialists and provide training to public safety staff on systems usage and security protocols.
• Check, prioritize, and respond to support tickets for application, data, integration, and workflow issues.

Requirements

• Associate’s degree in technology or related field required.
• Minimum of three (3) to five (5) years of IT support/technical experience, including 3+ years working directly with telecom or public safety technologies, or equivalent combination of education and experience.
• Strong knowledge of TCP/IP network protocols, firewall routing, VPNs, and telecommunication principles.
• Expertise in public safety applications, especially CAD systems, MDT management, and mobile VPN troubleshooting.
• Ability to lead troubleshooting efforts, manage projects, and train end-users.
• Excellent communication skills for collaborating with internal teams and external vendors.
• Possession of a Class C Maryland Motor Vehicle Operator’s License (or equivalent from another state) or the ability to obtain one within thirty (30) days of employment.
• Completion of the following National Incident Management System (NIMS) training within the first year of employment: Non-supervisory Employees Course 700.

Physical Demands

• Typically sit at a desk or computer table.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• May require crawling, climbing, and stooping for cable inspection or installation.
• Lifting of network equipment and related components up to 50 lbs.
• Reasonable accommodations may be made for otherwise qualified individuals who require and request such accommodation.

Work Environment

• Work is performed in an office-like setting.
• May work in confined spaces such as floors, walls, and ceilings for cable inspection or installation.
• Noise level is usually quiet.

Career Ladder

For promotions within the Public Safety Operations Specialist positions, the following must be achieved in addition to any training or skills development:

• Preferably a minimum of 2 years (24 months) of performance evaluations with a score of 1.40 or higher as a Public Safety Operations Specialist I.
• No Employee Action Reports for a two-year period of written warning or higher as a Public Safety Operations Specialist I.
• Consistently demonstrates good attendance by reporting to work on time and working as scheduled; flexibility in changing work schedule if needed and good stewardship of leave time.
• Concurrence of promotion from supervisor.
• Demonstration of progressive advancement in level of work duties and responsibilities.

Additional Information

This position has been designated as an ESSENTIAL POSITION and may require reporting to or remaining on duty when County offices are closed due to inclement weather or other reasons. The employee may be required to work shift work, overtime, weekends, and holidays and/or remain on standby for call-back to work. Employees must conform to applicable policies and safety rules. This position is within the Queen Anne’s County Civil Service System, requiring a twelve-month probationary period during which the employee may be terminated without notice, cause, hearing, or right of appeal.