IT (INFORMATION TECHNOLOGY) SUPPORT SERVICES ANALYST III

Job Specifications

Class Code:	TT3
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 advanced journey level class in the IT support services series. Incumbents perform complex, difficult and varied duties. Work requires the use of independent judgment and is usually performed under limited supervision or direction. Incumbents may lead the work of assigned staff and act as mentors. Errors could jeopardize projects and are significant in terms of dollars, lost time, and/or department image. Errors may also result in significant legal exposure from software licensing non-compliance or inappropriate release or loss of data.

TYPICAL TASKS

• Performs a full range of complex and varied 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 complex user problems and escalates problems when necessary.
• Performs user account administration and file rights management.
• Explains computing concepts to technical and non-technical staff.
• Prioritizes end user requests.
• Recommends procedure and workflow modifications in order to use available technology most effectively.
• May lead the work of assigned staff on a specific project.
• May develop work plans and schedules for large-scale projects. Monitors progress and modifies schedule and plan as needed.
• May provide limited administration of applications.
• 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.
• May assign tasks to other staff.
• 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.
• Commonly and/or locally used operating systems, software applications and hardware.

Working knowledge of:

• Basic network concepts and network administration.
• Methods to analyze customers' needs and requirements and identify possible business solutions.

Ability to:

• Independently install and troubleshoot locally used 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.
• Communicate effectively, both orally and in writing.
• Prioritize multiple tasks.
• Provide customer service.
• Explain computing concepts to non-technical staff.
• Provide technical training (one-on-one, small group, and formal presentations).
• Learn new software applications.
• 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:

A Bachelor's degree from an accredited college or university in a computer related field and three years of experience performing both technical support and training.

OR

Three years of experience performing both general technical support and training, which included level I support for two or more relevant enterprise level applications.

OR

Five 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: Information Center Systems Analyst, Sr. Departmental Information Systems Analyst, Departmental Information Systems Specialist

Bargaining Unit: 41

Worker's Comp Code: 0053

EEOC Code: 02

Occupational Unit Group: 84