Technical Support - American Technology Consulting

General Summary of Function/Purpose of PositionThis position serves as an analyst performing a wide range of professionalassignments in anInformation Technology environment. Serving as a technical expert, providesproblem diagnosis,implementation, administration, support and maintenance of computer hardware,software andnetwork products. Analyst provides on-site or remote access diagnosis andresolution of computerhardware and software problems using a highly integrated and specialized set ofdiagnostic tools withelevated privileges. The position also serves to lead, coordinate and overseeteams that work onprocesses, procedures and technical specifications; plans, designs and overseesanalytical and technicalassignments and the implementation of computer hardware, software and networkcomponents.What are the essential duties of this position? Communicate effectively, both orally and in writing, with users, unit staffand Managers Maintain a broad system knowledge, knowledge of computer related equipment,and end user software Analyze operational problems Investigate alternative solutions and potential risk Initiate corrective action Record and report status Teach and assist other staff and users Project management Server support Telecommunications support Database systems support Enforce security standardsWhat is the function of the work area and how does this position fit into thatfunction?Provide support to the agency end users to maximize the productivity andefficiency of their computer-relatedequipment and processes. This position serves as a technical analyst in theimplementation of computertechnology and automation initiatives.Duty 1General Summary of Duty 1 % of Time 40Serves as a technical expert and provides problem diagnosis, implementation,administration, support andmaintenance of computer hardware, software and network products.Individual tasks related to the duty: Provide on-site or remote access diagnosis and resolution of computer hardwareand softwareproblems using a highly integrated set of diagnostic tools and techniquesutilizing a specialized set ofdiagnostic tool and elevated privileges. Research, analyze, develop and document solutions new processes and proceduresto implementnew solutions for use by technicians to meet future problem resolution needs. Serve as technical experts providing support to other technicians. Administer, implement, and provide technical support of applications andassociated hardware usedin a client server environment utilizing a specialized set of diagnostic toolswith elevated privileges. Administers and implements automated data processing systems and computerapplicationprograms.Duty 2General Summary of Duty 2 % of Time 35Lead, coordinate and oversee teams that work on processes, procedures andtechnical specifications.Plan, design and oversee analytical and technical assignments, andimplementation of computerhardware software and network components.Individual tasks related to the duty: Provide planning, design, and implementation of computer hardware, software,and networkcomponents. Lead in the development of processes and procedures to be used by ITtechnicians in the divisionand elsewhere in DTMB. Develop operational and installation procedures to be used by other staff forcommunication systems, hardware,network, security, storage and software. Analyze the need for, and develops, documents, implements and monitorsinformation technology qualityassurance standards. Serve as a liaison between other technical staff, management, users, andvendors regarding service requests,usage, standards, security, and other technical matters. Maintains records and prepares reports and correspondence related to the work.Duty 3General Summary of Duty 3 % of Time 15Maintain, administer and support remote application and file servers, networkoperating systems and local areanetworks in partnership with other areas of DTMB.Individual tasks related to the duty: Troubleshoot Local Area Network connectivity issues through cables, switchesand hubs. Administer network groups, users and rights associations. Monitor and maintain local server back up systems. Assist in the rebuild of failed servers, including installation of harddrives, rebuilding network operatingsystems and restoring backed up files. Setup, support, test and troubleshoot print servers. On-site support for installation of Telecommunication hardware. Install and troubleshoot wiring and associated devices including transceivers,switches, hubs and routers.Duty 4General Summary of Duty 4 % of Time 10Other duties as assigned. Including local database administration, enforcingsecurity standards, and virus/spywareremediation. Pursuing technical training and specialized client training inorder to service all agency clients withina service area.Individual tasks related to the duty: Provide for the updating of patches and virus repair. Seek out and attend relevant technical training. Attend special training sessions required by client sites to provide completeIT service. Carry out the directives of Management in support of providing customerservice to clients of DTMB.Education/Experience Requirements.Education -Information Technology Programmer/Analyst P11/12Possession of a Bachelor's degree with 21 semester (32 term) credits in oneor a combination of the following:computer science, data processing, computer information systems, datacommunications, networking, systemsanalysis, computer programming, information assurance, IT project management ormathematicsExperience -Information Technology Programmer/Analyst P11No specific type or amount is required.Information Technology Programmer/Analyst 12Two years of professional experience equivalent to an Information TechnologyInfrastructure orProgrammer/Analyst P11Alternate Education and Experience –Information Technology Programmer/Analyst P11 - 12Possession of an associate’s degree with 16 semester (24 term) credits incomputer science,information assurance, data processing, computer information, datacommunications, networking,systems analysis, computer programming, IT project management, or mathematicsand two years ofexperience as an application programmer, computer operator, or informationtechnology technician; ortwo years (4,160 hours) of experience as an Information Technology StudentAssistant may besubstituted for the education requirement.OREducational level typically acquired through completion of high school and fouryears of experience asan application programmer, computer operator, information technology technician,or four years (8,320hours) of experience as an Information Technology Student Assistant may besubstituted for the education requirement.