POSITION SUMMARY: - Provides support for implementation, troubleshooting and maintenance of IT systems. - Manages IT system infrastructure and any processes related to these systems. - Provides support to IT systems including: day-to-day operations, monitoring and problem resolution for all of the client problems. - Provides second level problem identification, diagnosis and resolution of problems. - Provides support for the dispatch system and hardware problems and remain involved in the resolution process. - Provides support for the escalation and communication of status to agency management and internal customers. - Gathers, analyzes, translates and composes technical information into clear, readable documents to be used by technical and non-technical personnel. - Composes technical documents including user's manuals, training materials, installation guides, proposals, and reports. - Edits functional descriptions, system specifications user's manuals, special reports, or any other customer deliverables and documents. - Conducts research to ensure the use of proper technical terminology. EDUCATION & EXPERIENCE: Typically requires bachelor‘s degree or equivalent, and seven to nine years of related experience. PHYSICAL DEMANDS: Normal demands associated with an office environment. Ability to work on computer for long periods, and communicate with individuals by telephone, email and face to face. Some travel may be required.