INFORMATION TECHNOLOGY ANALYST I//II

Transcription

1 NOVEMBER 2016 FLSA: IT ANALYST I = NON-EXEMPT IT ANALYST II = EXEMPT Bargaining Unit: JCN: INFORMATION TECHNOLOGY ANALYST I//II DEFINITION Under general supervision or direction, provides professional analytical support to County-wide technology programs in diverse capacities ranging from responses to complex user support problems to technology system development, implementation and administration; monitors system performance to ensure performance and reliability standards are met; collaborates with department team members to integrate systems across multiple operating platforms and technologies; performs specialized duties in support of an assigned technology program area; and performs related duties as assigned. SUPERVISION RECEIVED AND EXERCISED Receives general supervision or direction from supervisory or management personnel. Exercises no direct supervision over staff. CLASS CHARACTERISTICS Information Technology Analyst I: This is the entry-level classification in the Information Technology Analyst series. Initially under close supervision, incumbents learn the operational aspects of the County s Information Technology Department environment, its multiple systems and associated hardware and software, and the specific operations of the technology program area to which the position is assigned. As experience is gained, assignments become more varied, complex, and difficult; close supervision and frequent review of work lessen as an incumbent demonstrates skill to perform the work independently. Positions at this level usually perform most of the duties required of the positions at the Information Technology Analyst II-level, but are not expected to function at the same skill level and usually exercise less independent discretion and judgment in matters related to work procedures and methods. Work is usually supervised while in progress and fits an established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise. Information Technology Analyst II: This is the fully qualified journey-level classification in the Information Technology Analyst series performing the full range of professional technology support services within an assigned area. Positions at this level are distinguished from the Information Technology Analyst I-level by the performance of the full range of technology support duties as assigned, working independently, and exercising judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. This class is distinguished from specialist classes in that the latter are responsible for providing technical level support to assigned technology programs. This class is distinguished from the Information Technology Supervisor in that the latter class is assigned first level supervisory duties over assigned professional and technical staff. Positions in the Information Technology Analyst class series are flexibly staffed, and positions at the IIlevel are normally filled by advancement from the I-level requiring additional years of experience and after gaining the knowledge, skill, and experience which meet the qualifications for, and after demonstrating the ability to, perform the work of the higher-level class.

2 Page 2 of 5 EXAMPLES OF TYPICAL JOB FUNCTIONS (Illustrative Only) Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. All Technology Program Areas Provides analytical support to the Countywide technology programs in diverse capacities ranging from highly complex user support to technology system development, implementation, and administration. Using multiple diagnostic techniques, serves as advanced-level responder to client service issues; isolates problems with a significant impact on user groups, such as the system s lack of availability or unreliability; identifies critical system outages or failures among multiple systems; independently resolves issues, or confers with colleagues and management on resolution options. Provides status updates to clients and colleagues on technology problem resolution, identifying the nature of the problem, recommended solution, any cost impacts, and anticipated date of resolution. Through multiple devices, monitors systems to evaluate its reliability, conformance to performance metrics, and overall availability; identifies system deficiencies or additional resource requirements, and makes recommendations on resolution of same. Develops and implements modified or enhanced systems which increase their effectiveness, efficiency, reliability, and availability; implements, tests, and evaluates the effectiveness of solutions. Installs, configures, maintains, troubleshoots, and monitors hardware, software, and tools; configures and maintains system patches. Installs system security hardware, software, and related devices; monitors security system to identify any breaches to the system; activates procedures and responses to system security issues; assesses assigned technology area for potential exposure to risk and provides recommendations to mitigate risk; documents security related actions. Assists in the development and implementation of technology related protocols, policies, procedures, and operating standards. Prepares technical documentation for assigned technology program areas; updates as needed. Conducts research and stays current on new trends and innovative solutions for technology programs; recommends new technologies which would improve the department s operational effectiveness or services to client departments. Performs related duties as assigned. When Assigned to Operating Systems and Server Management Performs duties in support of the operational environment; identifies optimal space configuration for the racking and storage of physical and virtual servers and affiliated devices; monitors environmental conditions and adjusts as needed; provides input into changes to the environment which impact room temperature such as heating, ventilation, and cooling (HVAC) systems. Performs system administration functions such creating mailboxes, maintaining the active directory by adding/removing users, creating access rights for users and groups within prescribed security protocols; initiating and monitoring server backup processes; and applying and configuring system patches. Installs, configures, maintains, troubleshoots, and monitors physical and virtual network and server infrastructure including hardware, software, real-time monitoring tools, peripherals, and related devices. Administers storage area network system to enhance the efficiencies of storage devices; monitors authorized access, and usage; identifies storage resource issues.

3 Page 3 of 5 Provides technical infrastructure support by installing, configuring and maintaining physical and virtual servers; monitors hardware and software upgrades as well as overall system performance and reliability. Performs system back up duties; installs and configures back up procedures on servers; sets and implements back up schedule; monitors outcome to identify errors or affirm that back up has been successful. When Assigned to Network and Telecommunications (Unified Communications) Plans, designs, builds, tests, implements, and maintains complex enterprise network systems; integrates systems for operability across multiple platforms and technologies. Installs, configures, and administers a diverse range of communications infrastructure equipment, hardware, software, and peripherals including, but not limited to, switches, routers, interfaces, servers, telephone systems, incorporates multiple communication access points including wireless access and Voice over Internet Protocol (VOIP), etc. Monitors network and telecommunication system performance to ensure reliability within established metrics; identifies performance issues; tunes network threshold parameters; troubleshoots and diagnoses connectivity issues; recommends improvement to enhance system performance. Participates in the development and implementation of telecommunication systems, including telephones and affiliated devices; designs and programs telephone systems software; builds connectivity circuits and routes. QUALIFICATIONS Knowledge of: Operations, services, and activities of integrated information technology systems. Correlations across integrated technology services, including operating systems, server management and network/communications. Principles and practices of enterprise infrastructure and architecture, and associated components. Industry best practices of information technology management and control. Operational characteristics of desktop, network, and telecommunication systems hardware, software, and peripheral equipment. Methods and techniques of installing, configuring, administering, and monitoring a diverse range of physical and virtual systems. Methods and techniques of evaluating system effectiveness and responding accordingly. Principles, practices, methods, and techniques of troubleshooting, diagnosing, and resolving hardware and software, and network/telecommunication system issues. Methods and techniques of eliciting information and performing diagnostic procedures on technology systems. Security and monitoring devices, and procedures necessary to maintain the integrity and security of data in networked systems. Principles and practices of customer service. Methods and techniques of conducting research. Principles and practices of developing and maintaining technical documentation, files, and records. Applicable federal, state, and local laws, regulatory codes, ordinances and procedures relevant to assigned areas of responsibility. Principles and techniques for working with groups and fostering effective team interaction to ensure teamwork is conducted smoothly. Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and County staff.

4 Page 4 of 5 The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar. Modern equipment and communication tools used for business functions and program, project, and task coordination. Computers and software programs (e.g., Microsoft software packages) to conduct, compile, and/or generate documentation. Ability to: Provide professional support to a diverse range of County s technology programs. Perform complex duties in the installation, configuration, administration, and maintenance of technology systems hardware and software in assigned program areas. Participate in the design, development, testing, and implementation of new technology systems. Evaluate, research, and diagnose complex user issues and recommend solutions. Participate in the development and implementation of technology policies, procedures and protocols. Monitor systems operational effectiveness, reliability or security vulnerability, and respond accordingly. Understand, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed. Effectively represent the department and the County in meetings with governmental agencies; community groups; various business, professional, and regulatory organizations; and in meetings with individuals. Demonstrate strong and effective customer support skills. Prepare clear and concise technical documentation. Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments. Effectively use computer systems, software applications, and modern business equipment to perform a variety of work tasks. Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax. Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines. Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work. Education and Experience: Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be: Information Technology Analyst I: Equivalent to a bachelor s degree from an accredited four-year college or university with major coursework information technology, computer science, or a related field, and one (1) year of experience providing analytical support to information technology enterprise systems in assigned program area. Information Technology Analyst II: Equivalent to a bachelor s degree from an accredited four-year college or university with major coursework information technology, computer science, or a related field, and three (3) years of experience providing analytical support to information technology enterprise systems in assigned program area, or two (2) years of experience as an Information Technology Analyst I within El Dorado County.

5 Page 5 of 5 Nationally recognized industry specific technical certifications may be used as a substitute for some educational requirements on a case-by-case basis. Licenses and Certifications: Possession of, or ability to obtain, a valid California Driver s License by time of appointment and a satisfactory driving record. PHYSICAL DEMANDS Must possess mobility to work in an office setting and technology environment; use standard office equipment, including a computer; some positions may be required to operate a motor vehicle; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 50 pounds, with the use of proper equipment. Reasonable accommodations will be made for individuals on a caseby-case basis. ENVIRONMENTAL CONDITIONS Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures. WORKING CONDITIONS Must be willing to work after hours, weekends, and holidays as needed.