IT (INFORMATION TECHNOLOGY) SUPPORT SERVICES ANALYST I

Job Specifications

Class Code:	TT1
Analyst:	TC

Date Originated:	1/14/17
Date Revised:

SANTA CRUZ COUNTY

DEFINITION

Under supervision, to provide end user technical support and training, including performing help desk functions involving the installation, configuration, troubleshooting and support of desktop and laptop hardware, software, operating systems, printers and peripherals; and to do other work as required.

DISTINGUISHING CHARACTERISTICS

This is the entry level class in the IT support services series. Incumbents perform routine duties under close supervision. Incumbents typically receive direct supervision, rely on higher-level staff to prioritize tasks, and exercise limited judgment on implementation issues. Errors in providing user support and guidance may have significant impact on unit image.

TYPICAL TASKS

• Performs basic installation and support of hardware and software. Transports related equipment as necessary.
• Logs and resolves routine well documented issues.
• Refers unresolved support requests to second-tier support staff.
• Serves as liaison between technical staff and customers/users to resolve basic problems and concerns.
• May be assigned full or part time to the help desk call center answering calls and assigning trouble tickets.
• May run routine system back-up.
• Performs other related duties as assigned.

EMPLOYMENT STANDARDS

Working knowledge of:

• Basic methods and techniques used in the installation and support of commonly used software applications, hardware and peripherals.

Some knowledge of:

• Commonly used operating systems, software applications and hardware.
• Basic network concepts.

Ability to:

• Independently install and troubleshoot simple problems with locally used software applications, hardware, and peripherals at the desktop level.
• Learn new software applications.
• Provide customer service.
• Communicate effectively, both orally and in writing.
• Work cooperatively and effectively with other staff members, customers and vendors.
• Lift equipment weighing up to 40 pounds.

Education and Experience:

Any combination of training and experience which would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Completion of at least two courses in computer science, office automation, information processing or a closely related field and one year of work experience troubleshooting personal computers or researching and expanding automated work processes, involving an increasingly technical understanding of the capabilities and limitations of hardware and software used for office automation.

SPECIAL REQUIREMENTS:

Background Investigation: Some positions may require fingerprinting and/or background investigation.

License: Possession and maintenance of a California Class C Driver License.

Physical Requirements: The ability to lift equipment weighing up to forty pounds.

Other Special Requirements: Availability to work irregular hours, which may include evenings, nights, weekends and holidays.

Previous Class Titles: Information Center Systems Specialist, Departmental Information Systems Specialist

Bargaining Unit: 41

Worker's Comp Code: 0053

EEOC Code: 02

Occupational Unit Group: 84