What-Comm Technical Support Specialist II

What-Comm 911 is seeking a skilled and driven IT professional to support the critical systems behind 911 emergency dispatch operations. If you're ready to troubleshoot, innovate, and make a real impact in your community, apply today for this exciting opportunity! 

JOB SUMMARY:
The What-Comm Technical Support Specialist is responsible for providing instruction and technical support for hardware, software and all major system applications used by What-Comm Communications Center and Prospect Communications Center. This support includes conducting maintenance, troubleshooting, diagnosing, and resolving problems as well as working closely with users and ensure proper performance. Performs user maintenance and troubleshooting on the Dispatch Centers’ major applications, systems, and ancillary online resources. Assists and coordinates with City Radio Shop personnel to resolve issues with radio hardware and software. Participates in researching and determining specifications of computer equipment and peripherals, receiving pricing/quotes, ordering and deploying purchased equipment. Serves as part of on-call rotation during evenings, weekends, and holidays.

 

SALARY INFORMATION AND BENEFITS:

This position will start at Step 1 ($40.64/hour). Employees receive step increases annually in accordance with the Guild of Pacific Northwest Employees, Local 1937 Collective Bargaining Agreement and City policy. The full hourly range for this position is $40.64 - $49.83. For internal candidates, placement within the range is based on City Pay Placement Procedures. 

At the City of Bellingham, we offer a comprehensive benefits package that helps you thrive in both your career and personal life. Join our team and enjoy the peace of mind knowing that you and your loved ones are well cared for. Here’s a closer look at the outstanding benefits that come with being part of our team. You can find more details on our employment benefits page and labor agreements page.

10 hours of vacation leave per month, with increased accrual over time

12 paid holidays + 1 floating holiday per year

8 hours sick leave accrued monthly

Medical, dental, and vision insurance for employees and their families

Life insurance and long-term disability coverage 

Flexible spending accounts and medical insurance opt-out program

Access to an Employee Assistance Program (EAP)

Washington State Retirement plan (DRS) for retirement security

Optional 457 deferred compensation (Retirement Savings Plan) with employer match

Leave accruals are based on 1.0 FTE, accruals are pro-rated if part-time and require employees to be in paid status at least 120 hours/month.

Closing Date/Time: Fri. 7/25/2025 4:30 PM Pacific Time

ESSENTIAL FUNCTIONS: 

1. Provides technical support to What-Comm and Prospect employees for software applications, such as Computer Aided Dispatch (CAD) software, telephone software, and other software programs supported by What-Comm IT. Diagnoses, troubleshoots and resolves issues. Provides high quality, detailed consultation and instruction with users to ensure optimum functionality; assists in configuring and customizing applications to meet user and business needs. Escalates complex issues to a higher level of support when necessary.
2. Provides instruction on user management including the review of procedures and use of systems software for all users of CAD, MDT, and CADMon. Evaluates current procedures and recommends changes and improvements.
3. Troubleshoots, diagnoses and repairs desktop computers, telephones, printers and other peripherals. Uses diagnostic tools to identify hardware problems and initiate repairs. Replaces boards and faulty components or sends components to vendor for repair or replacement as necessary. Maintains desktop computer inventory including local area network (LAN) connections.
4. Deploys newly acquired hardware including desktop computers, printers and peripherals for What-Comm and Prospect Communications Centers. Transports and installs equipment. Installs memory chips, disk drives, network devices and PC boards into existing desktop computers.
5. Serves as administrator for assigned CAD software applications such as MDT, the telephone software system, and CAD aided software, ensuring optimal functionality and user experience. Responsible for performing routine maintenance, updates, and patches for assigned applications. Serves as liaison with vendors to implement system updates, apply industry best practices and troubleshoot issues. May work in consultation with users and command staff as well as in coordination with user agency’s technical staff in MDT deployment.
6. Analyzes technical or system malfunctions involving infrastructure management, and provides recommendations for resolution to the What-Comm Technology Manager. Collaborates with City ITSD and system vendors as needed to resolve problems.
7. Produces a variety of data exports as assigned.
8. Evaluates hardware and software specifications against requirements prior to acquisition; participates in Request for Proposal (RFP) / Request for Information (RFI) processes when requested. Reviews proposals or bids to ensure that vendors meet minimum requirements, provides an analysis of software systems, and assists with software selection process. Performs cost benefit analysis as needed.
9. Prepares and maintains supplemental documentation for assigned software. Contributes to technology projects, assisting with coordination of installation, testing, and training activities as directed by the What-Comm Technology Manager.
10. Performs basic network troubleshooting to identify issues; works with City Network Operations staff in addressing networking problems.
11. Maintains current knowledge of developments, trends, and procedures within the Emergency Communications industry through ongoing training, review of system documentation, and independent learning. Utilizes this expertise to recommend system upgrades, operational changes, and new technology purchases to the What-Comm Technology Manager.
12. Serves as backup to the What-Comm Technology Manager to ensure continuity of all services and support functions across systems and applications. Participates in ongoing training and stays up to date on system documentation and procedures for all systems supported by What-Comm. Serves on standby through participation in an on-call rotation with other What-Comm Technology Staff.

ADDITIONAL WORK PERFORMED:
 

1. Performs other related work within the scope of the classification.

WORKING ENVIRONMENT:

Works extensively at a computer workstation and in the computer server room. The work performed is in an office environment with frequent visits to Prospect Communications Center. The person in this position moves desktop computers and peripherals from one location to another. Installs computers and peripherals and connects to network system. Works beneath false flooring on cabling.

Physical ability to perform the essential functions of the job including:

• Frequently communicate accurate information and ideas with others in various formats including virtually, in-person or by telecommunications;
• Detect, diagnose and resolve data on a screen, signage and labels;
• Detect and evaluate sound quality and distinguish tones on various devices;
• Move as required to install computer hardware and peripherals;
• Operate a keyboard, mouse, telecommunication devices and other computer and office equipment;
• Move between work sites;
• Transport objects weighing up to 30 lbs.

Experience and Training

There are multiple pathways a candidate can meet the qualifications for the What-Comm Technical Support Specialist II through a combination of education and/or training.

 

• Bachelor’s degree in computer science, information systems management, applied networking, mathematics or related field and:
• Two years of experience supporting client computer software and hardware in a multi-site network for a business or municipal environment required, and
• Two years of experience providing support and administration for major applications in a complex environment required.

OR

• An Associate degree in computer science, information systems management, applied networking, mathematics or related field and:
• Four years of experience supporting client computer software and hardware in a multi-site network for a business or municipal environment required, and
• Two years of experience providing support and administration for major applications in a complex environment.

OR

• Six years of experience supporting client computer software and hardware in a multi-site network for a business or municipal environment required, and
• Two years of experience providing support and administration for major applications in a complex environment.

OR 

• Two years of experience as a Technology Support Specialist I at the City of Bellingham providing support of all applications within the position’s portfolio.

As a condition of employment, the incumbent must have four of the following active certifications within six months of hire or promotion:

1. KCS v6 Fundamentals
2. ITIL 4 Foundations
3. ITIL 4 Practitioner: Service Desk
4. ITIL 4 Specialist: IT Asset Management
5. HDI Troubleshooting and Problem-Solving
6. Microsoft - MS-102: Microsoft 365 Administrator
7. Microsoft - AZ-104: Azure Administrator Associate

Alternative certifications determined by the City to be equivalent to those listed above may be accepted.

Incumbents are encouraged to have certifications that apply to each of the following core service disciplines:   
 

• Work experience providing desktop and mobile support in a governmental environment preferred.
• Experience in 911 Systems Administration, Computer Aided Dispatch (CAD) or GIS mapping preferred.

Necessary Special Requirements

• Employment contingent upon passing a criminal convictions check, background investigation, polygraph examination, and fingerprinting. Subject to re-check every five years.
  • NOTE: The background investigation and polygraph examination include a review of legal and illegal drug use. A history of using legal and illegal drugs, considering the nature and recentness of these offenses, may be grounds for disqualification for this position.
• Verification of ability to work in the United States by date of hire.
• Agreement to and signature of a Privileged Access Confidentiality Agreement.
• Valid Washington State driver's license and good driving record. Candidates must submit a three-year driving abstract prior to hire.
• Willingness and ability to participate in an on-call rotation and respond to evening and weekend callouts 24/7 for emergencies or when special circumstances require, as assigned.
• Failure to obtain required certifications within established time limits will result in demotion to the lower classification for which qualified until such time as the required certification is achieved or dismissal, should a lower classification not exist.

Selection Process

**You are encouraged to print a copy of this job announcement for your reference as the process moves along**

Please ensure your application is complete and all required information has been provided. Standard completeness means all application fields (contact information, personal information, education, work experience, references, and supplemental questions). Application materials should comprehensively document your experience and skills related to the position responsibilities and experience/training requirements. As part of the City’s commitment to reducing bias in the hiring process, Human Resources redacts personally identifiable information for reviewers. Only the documents listed as required will be reviewed.

 

Application Review Process:

Minimum Qualifications: Applicants must provide specific, detailed information so an initial determination can be made regarding your level of qualifications for this position. Applicant status will be updated on or around July 29, 2025.

Experience and Training Rating: Applicants who meet minimum qualifications will go through an Experience and Training Rating. Applicant status will be updated on or around August 6, 2025.

The top ten (10) scoring applicants from the Experience and Training Rating will be invited to participate in an Oral Board Interview, tentatively scheduled for August 14, 2025. Applicants must have a passing score of 60% or higher to be placed on the eligibility register.

Applicants will be notified via email of Final Scores & Ranks. The final ranking of the register will be based on total scores for the following Experience and Training Rating (40%) and Oral Board Interview (60%).

Final candidates will be referred to the department for additional examination, assessment, or test.

This recruitment process will create a Civil Service eligibility register that will be used to fill current and future vacancies as they become available. There is currently 1 full-time vacancy in the What-Comm Dispatch Center. This position is represented by a union.

If you wish to claim Veterans’ Preference Points, please complete the Veterans Scoring Criteria Declaration Form (Download PDF reader) and upload it to your application with your DD214. 

Please Note: Candidates will receive updates regarding application status via email. Please be sure to check your email frequently, including your spam folders for messages filtered by your email providers.

Equal Opportunity:

Our environment is characterized by respect for cultural backgrounds, belief systems, and ethnic diversity. The City of Bellingham is an Equal Opportunity Employer and values diversity in its work force. We do not make decisions on the basis of an individual's race, religion, creed, color, national origin, sex, marital status, age (40+), disability, retaliation, sexual orientation or gender identity, honorably discharged veteran or military status, status as a victim of domestic violence, sexual assault, and stalking, use of a trained dog guide or service animal by a person with a disability, or any other basis prohibited by local, state, or federal law. All are encouraged to apply for employment.

Fair Hiring Practices

The City provides individuals who have been arrested or convicted of a criminal offense an equal and fair opportunity to obtain employment. 

The City will not inquire about an applicant's criminal history until after a conditional job offer has been made. 

The City will disregard the prior arrest and conviction record of an otherwise qualified individual unless the offense is directly related to the job position for which the individual has applied. 

The City will notify an otherwise qualified applicant about a potentially disqualifying conviction and give the applicant an opportunity to submit information regarding the accuracy of the criminal records as well as evidence of mitigation or rehabilitation, as appropriate.