Job Summary

The IT Support Specialist reports to the Director of Security Technology provides system administration, technical support and maintenance for departmental technology assets.

Essential Functions

• Supports information technology systems including but not limited to:
  • Desktop computers.
  • Portable laptop computers.
  • Mobile data terminals and all computers used within the DUPSCC.
  • Digital Radio and Repeater system, maintenance and repair.
  • Fire Alarm Monitoring system.
  • Telex Consoles.
  • Department issued mobile devices including cell phones, broadband cards and tablet devices.
  • Other systems and devices as directed.
  • Document Fire Alarm Zone/Dialer statuses and send report to Facilities & Networking departments.
  • Check Communication Center equipment reports, Check CAD Reports for any equipment issues (Computers, radios, IT systems) reported previous night.
  • Reviews and responds to Remedy service tickets.
  • Check all printer toner status, submit refill orders if needed Ship out repairs.
• Conducts and documents inspections of all departmental computers and computer records:
  • Ensures all computer and software programs are properly licensed and configured including the installation of anti-virus programs and access restriction software.
  • Ensures all backups are conducted and maintained according to policy.
  • Conducts or arranges for routine maintenance to ensure devices are working properly and installs necessary updates and patches as required.
  • Deploys and installs software and software updates. Administrates Microsoft SharePoint Online site.
  • Writes documentation for systems and processes and publishes user guides.
  • Configure and maintain hardware including PC, notebooks, printers, etc.
• Maintains inventories to include:
  • Devices in use and in stock.
  • Serial numbers.
  • Warranty and support information.
  • IP addresses used by the various systems.
  • Frequencies used by digital radios.
  • Expenditures for purchases, maintenance and warranties.
• Assists with creating and maintaining asset management databases for all departmental hardware and software.
• Maintains user accounts for all systems, providing or restricting access as required by DPS and CJIS policies.
• Provides as needed support for security technology systems.
• Completes projects and assignments within the specified time and with allocated resources.
• Provides support to security technology section and Drexel University Public Safety Communications Center (DUPSCC) as required by Director of Security Technology to maintain accreditation, University and / or professional best practices.
• Coordinates resources to identify cause of systems’ problems and facilitates repairs with appropriate University departments and contracted providers. Initiates and follows up on service requests and issues, to ensure correction of problems.
• Responds to maintenance and emergency calls after hours – 24/7.
• Annually - End of life equipment decommissioning, document, disposal and/or recycling, hard drive disposal by approved vendor, review and assess all equipment inventories, submit overdue purchases.
• Radio battery audits, 911 Systems Users Group Meeting, EOC & Backup Center equipment checks.
• Maintains databases and spreadsheets for statistical and reporting purposes.
• Performs system administration and clerical tasks including data entry, file maintenance, telephone and e-mail support and other supportive functions as required.
• Analyzes processes and reports the performance of equipment and all operational issues to the Director of Security Technology.
• Ensures compliance with all DPS policies procedures and standards, including strict adherence to all proprietary and confidential information.
• Document Fire Alarm Zone/Dialer statuses and send report to Facilities & Networking departments.
• Check Communications Center equipment reports, Check CAD Reports for any equipment issues (Computers, radios, IT systems) reported the previous night.
• Monitor internal ticketing system for service requests.
• Check all printer toner status, submit refill orders if needed
• Ship and tracks maintenance logs for all technology and radio equipment.
• Respond to after-hours calls and provide remote assistance.
• Manages repair of all radios, computer imaging, computer installs, inventory audits, submit new orders for equipment and update purchasing documents.
• Responsible for radio battery audits, 911 Systems Users Group Meeting, EOC & Backup Center equipment checks.
• Responsible for annually “End of Life” equipment decommissioning, document, disposal and/or recycling, hard drive disposal by approved vendor, review and assess all equipment inventories, submit overdue purchases.
• Other duties as assigned

Required Qualifications

• High School Diploma or GED
• 2 years of relevant experience
• Knowledge of information technology and the ability to learn new technologies.
• Demonstrated ability to multi-task and work effectively within tight schedules in a fast- paced environment.
• Demonstrated knowledge of computer hardware applications and skills with computer software such as Microsoft Word, Access, Outlook, Excel and PowerPoint.
• Demonstrated written and oral communications skills.
• Demonstrated interpersonal skills and ability to get along with peers, customers, and superiors.
• Must be available to work nights / weekends and special events various hours.
• Must be physically able to lift 40 lbs. and move about actively
• Position is contingent upon the satisfactory completion (to be truthful, clear of, clean, and found not to have been convicted of any state or local laws) comprehensive background check. The background check includes: education verification, past work history reference checks, vehicle operator license verification, past driving history, and a criminal records check. Vehicle operator license checks and criminal background checks will be conducted annually.
• Confidentiality statement. All candidates must be willing to sign a confidentiality statement relating to the confidentiality of sensitive University information, student records, faculty records, staff records and all information deemed confidential by the Department of Public Safety and Drexel University

Preferred Qualifications

Bachelor’s degree in information technology or equivalent combination of education, training, and experience

.Physical Requirements

• Typically sitting at a desk/table
• Typically standing, walking
• Lifting demands ≤ 25lbs

Location

• University City – Philadelphia, PA

Additional Information

This position is classified as exempt, grade J. Compensation for this grade ranges from $47,490 - $71,230.  Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate’s qualifications and experience, department budget, and an internal equity review. 

We encourage you to explore Drexel's Professional Staff salary structure and Compensation Guidelines & Policies for more details on our compensation framework.

You can also find valuable information about our benefits in the Benefits Brochure.

Special Instructions to the Applicant

Please make sure you upload your CV/resume and cover letter when submitting your application.

A review of applicants will begin once a suitable candidate pool is identified.