IT (INFORMATION TECHNOLOGY) SUPPORT SERVICES ANALYST II

Job Specifications

Class Code:	TT2
Analyst:	TC

Date Originated:	1/14/17
Date Revised:

SANTA CRUZ COUNTY

DEFINITION

Under general 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 journey level class in the IT support services series. Incumbents perform a full range of moderately difficult duties. Work is usually performed under general supervision. Incumbents may function independently in local and/or remote locations to perform work that requires extending established procedures and interpreting moderately complex issues. Errors may result in loss of customer/user time and/or data, substantial impact on department image and/or minimal exposure from software licensing non-compliance.

TYPICAL TASKS

• Performs a full range of moderately complex installation, configuration, maintenance, and support of hardware and software. Transports related equipment as necessary.
• Interviews users to collect information about problems and leads users through diagnostic procedures to determine source of problem/error, possible causes and solutions.
• Logs and tracks service requests using problem management database.
• Handles problem recognition, research, isolation, resolution and follow-up for various routine to moderately complex user problems and escalates problems when necessary.
• Serves as liaison between technical staff, end users, and vendors to resolve customer/user problems and concerns.
• Explains computing concepts to non-technical staff.
• Provides training (one-on-one, small group, and formal presentations) in the context of delivering technical support.
• Assists with user account administration and file rights management.
• May spend time in departments resolving issues.
• May be assigned full or part time to the help desk call center answering calls and resolving trouble tickets.
• May run routine system back-up.
• Performs other related duties as assigned.

EMPLOYMENT STANDARDS

Thorough knowledge of:

• The methods and techniques used in the installation, configuration, support and troubleshooting of relevant operating systems, software applications, hardware and peripherals.

Working knowledge of:

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

Some knowledge of:

• The fundamentals of network administration.

Ability to:

• Independently install and troubleshoot local software applications, hardware, and peripherals at the desktop level.
• Analyze information effectively.
• Identify and solve basic networking problems.
• Work independently in local and/or remote locations.
• Prioritize multiple tasks.
• Explain computing concepts to non-technical staff.
• Provide technical training (one-on-one, small group, and/or formal presentations).
• 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:

An Associate's degree from an accredited college in a computer related field and two years of experience performing both technical support and training.

OR

One year of experience performing both general technical support and training, which included level I support for at least one relevant enterprise level application.

OR

Three years of experience performing both technical support and training.

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: Asst. Information Center Systems Analyst, Departmental Information Systems Analyst, Departmental Data Processing Coordinator

Bargaining Unit: 41

Worker's Comp Code: 0053

EEOC Code: 02

Occupational Unit Group: 84