SUPPORT ANALYST 3
Pay Range GC23T
This classification series performs complex technical duties that involve design, administration and maintenance of the County’s web site, operating systems support, end-user systems analysis and support, network and systems administration, software application design, development, installation, support maintenance and problem resolution, and network planning, administration and management. This classification is unique in that all positions within the series perform, with varying degrees of difficulty, highly technical work involving the design, development, testing, implementation and maintenance of networks and systems deployed throughout the County and the departments within the County. The primary purpose of each level position, and years of progressive related experience, determines appropriate level of placement and compensation.
Information Systems Technical Support Analyst 1 – this lower-level position in this series typically handles more routine or specialized projects within the County’s Information Technology department, e.g., basic County web design and maintenance, basic level system diagnostic and problem resolution, basic network monitoring, diagnostic, and problem resolution, and general technical interaction with vendors, suppliers, and other technical personnel. This position defers major technical decisions to senior level support analysts, and has limited responsibility regarding system decisions that impact volumes of users.
Information Systems Technical Support Analyst 2 – this mid-level position typically handles more complex and specialized projects related to the day-to-day support and monitoring of County information systems and networks. This position provides support to all County computer infrastructure, networks, servers, and multi-user host systems. The position is responsible for database administration, varying degrees of application programming, and provides support for several specialized County applications such as imaging systems, Intranet applications, wireless configurations, county email server, Windows domain management tasks, and other County-centric applications. The position is responsible for the development, programming and support of advanced applications in use at the County, such as web based systems and database applications. This position is also heavily involved in end user business analysis and design, culminating in the development of necessary internal application processes, procedures and systems. The position has increased responsibilities and knowledge expectations in regards to dealing with vendors and other technical personnel. This position has more general authority and responsibility in regards to system decisions.
Information Systems Technical Support Analyst 3 – this senior level position is also responsible for preparing and maintaining the Technical Support budget, providing overall guidance and direction for the deployment of IS technology at the County, providing technical project oversight, coordination and management of numerous technology projects established within the IT department, the response and support of all 24x7 applications, acts as lead technical contact for all vendor installed applications and systems, and for the definition, management and implementation of all security processes and procedures relating to information technology.
EXAMPLES OF PRINCIPAL DUTIES (Duties assigned to this classification include, but are not limited to, the following examples.)
1. Operating Systems Support – Reviews, analyzes, develops, installs, configures and maintains operating systems Countywide. Analyzes and resolves problems associated with UNIX, OS400, Linux, and numerous Windows server operating systems; detects, diagnoses and reports operating system related problems on servers.
2. End-User Support – Provides support to end users on a variety of issues. Identifies, researches and resolves technical problems. Responds to telephone calls, e-mail and personnel requests for technical support. Tracks and monitors issues to ensure timely resolution.
3. Systems Administration – Installs new software releases, system upgrades, evaluates and installs patches and resolves software related problems. Performs system backups and recovery. Maintains data files and monitors system configuration to ensure data integrity.
4. Network Planning and Administration – Reviews, plans, and evaluates network systems. May troubleshoot network systems and recommend improvements to network. Provides documentation/project tracking and management reporting. Provides tactical and strategic input on overall network planning and related projects. Installs, configures and maintains County network. Builds and tests networks and maintains external and internal web presence, administers the networks. Designs, implements and manages backup strategies for all County servers. Designs and supports server system(s) and supporting software.
5. Prepare system specifications based on information obtained from analysis; convert specifications into specific programming language and/or vendor software applications; document new and existing systems for users and information systems staff, including operating instructions, internal controls, error conditions, recover/restart procedures, report generation and layouts, computer languages and support utilities used, special systems software, file layouts, user approval documents, system flow charts, agency documentation and system narrative.
6. Install, test, develop and maintain system-level software; maintain and modify operating systems; integrate vendor-supplied software into County systems.
7. Participate in departmental planning for procedure and policy changes, budget strategy and equipment/facility needs.
8. Serve as project manager for purchased/adapted systems, including acting as team leader, monitoring budget and schedule performance; serve as data base manager; act as vendor liaison; assist with preparation of RFP’s; provide support during the procurement process; assure delivered products meet requirements.
9. Test and refine system applications to correct errors and ensure intended goals are achieved.
10. Train users in the use of new, existing and enhanced systems; train information systems staff on new/revised hardware and software; assist lower level analysts with complex technical problems.
11. Create new reports and modify existing reports and reporting procedures and prepare/update documentation as required.
12. Remain current on technology developments through staff meetings, vendor demonstrations and technical literature.
13. Serve as County information systems security officer and as County network systems administrator.
Maintains proficiency in, and utilizes frequently, a multitude of programming languages across several different operating system platforms. Applies these programming skills in the support of County systems, or in the development of key application systems.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED BY THIS POSITION
Knowledge of: Thorough knowledge of commonly used concepts, practices, and procedures within a particular field is required. Depending on the level of responsibility, the incumbent will rely on experience and judgment to plan and accomplish goals and rely on instructions and pre-established guidelines to perform the functions of the job. Performs a variety of complex tasks. Skill in: Developing, adapting, modifying, testing, documenting and operating applications programs; system-level programming. Ability to: Communicate effectively in both oral and written forms; obtain appropriate information and analyze needs of user department and translate needs into automated system solutions; integrate vendor-supplied software into County systems; reason logically when analyzing data and developing computer systems and programs; utilize problem identification and resolution techniques; make decisions independently in accordance with established policy, establish new policy when applicable, and use initiative and judgment in completing tasks and responsibilities; remain calm and use good judgment during confrontational or high pressure situations; work within a team concept; plan, organize, schedule and monitor projects; prepare clear and concise documentation; courteously meet and deal effectively with other employees, vendors and the public.
Education, experience and training: Depending on the level of responsibility, a minimum of a bachelor’s degree in computer science or related field and two years progressively related experience in network and/or systems-related analysis, design, installation and maintenance OR a satisfactory equivalent combination of education, experience and training.
SUPERVISORY CONTROLS OF THIS POSITION This classification works under the general direction of the department head or his designee. Recurring routine assignments are independently performed by employee based on past experience. The employee develops plans and schedules to accomplish the goals, works independently in administering a complex area of responsibility and confers with supervisor or department head for professional advice. Discretion is required in applying general goal and policy statements, in development of recommendations, policies and procedures and in resolving program problems. Work is accomplished within a broad framework, with authority and responsibility in area of service. Periodic reviews of work performance are conducted in terms of expected results.
Work is performed with established policy and procedures, County rules, regulations, orders, resolutions and ordinances; standards manual for information systems, systems and programming manuals, vendor-supplied documentation; program management principles and practices. Incumbent utilizes seasoned judgment in determining which guideline applies in individual situations. Incumbent is involved in establishing and maintaining department policies and procedures.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
Regular and consistent attendance is required. Work is performed in an office environment and may require hearing voice conversation, keyboarding, lifting up to 50 pounds, sitting, standing and walking.