Placer County

Provides effective specialized information technology support for network systems and business applications related to Placer County; troubleshoots, analyzes and resolves system/application related requests including specialties such as Help Desk, Web, and department specific applications. Performs a variety of technical duties pertaining to computer systems and related equipment and serves as a second or third level responder for computer, network and hardware/software issues. Assists and trains users in personal computer hardware and specialized software and provides technical assistance to customers. Analyzes existing processes and provides recommendations regarding technology solutions. Coordinates with vendors, other county departments, and other agencies in identifying and implementing system upgrades and modifications; and performs other related duties as assigned.

This is the journey level classification in the Information Technology Specialist classification series. Positions in this classification independently perform a broad range of both routine and complex technical assignments in support of specialized systems, including user support, system troubleshooting, review of business processes and communication of user requirements/problems to a vendor or statewide system which then develops the technical solution. This class is distinguished from the classification of Information Technology Analyst because the latter describes positions with analytical responsibilities where the primary duties include the analysis of business and/or system needs, the evaluation of current systems and the design of technical solutions to meet the identified business or system needs, including work which may emphasize business systems analysis and the design of technology solutions to resolve application problems or improve efficiency and effectiveness; network/telecommunication systems analysis and design; system analysis/administration and design, and/or database analysis/administration and design. This class is distinguished from the classification of Information Technology Technician II in that the Specialist describes positions that are responsible for performing duties that are broader and more complex in nature requiring specialized knowledge and abilities as compared to the more routine tasks performed by a technician that require a more general knowledge.

Incumbents at this level work under direction from an assigned supervisor, receiving occasional supervision while working toward a definite objective that requires use of a wide range of procedures and involves planning and/or determining specific procedures or equipment required in order to meet assigned objectives and solve complex problems. Only unusual matters are referred to a supervisor. May exercise functional or direct supervision over technical or clerical staff. Incumbents may exercise functional supervision over other technical specialist staff on a project basis.

Duties may include, but are not limited to, the following:

• Perform a variety of specialized duties in support of the County’s technology functions which may include, but are not limited to, applications, network, business processes and related technology areas.
• Assist users of a particular application where detailed knowledge of the specific application is required, troubleshooting, debugging and resolving a variety of operations/business-process related applications problems. Troubleshoot new applications and/or systems to ensure functional operation.
• Install, configure, customize and administer a variety of commercial, off-the-shelf (COTS) and vendor developed applications; write programs/scripts and develop reports using standard application development products and tools.
• Design and generate a variety of routine and ad hoc customized reports based on customer requirements.
• Perform routine applications, system and/or network support duties such as monitoring or adding applications/users/devices, modifying user profiles, re-setting passwords and performing file maintenance; set up basic user access permissions consistent with County policies and procedures.
• Complete, review, and/or approve a variety of forms, including requests for hardware and software, and user access.
• Serve as a technical resource in the evaluation, selection, acquisition and implementation of computer hardware and software solutions, including cost/benefit analysis. Recommend contractor selection and assist with vendor and contract management. Review and provide input on Requests for Proposals.
• Design website layout and content; design and develop screens and menus; review and monitor content to ensure consistency with County policies and procedures; conduct ongoing website maintenance for content updates and revisions.
• Execute website and software testing plans to validate functionality; resolve programming issues; refine data and format final products; test, troubleshoot and de-bug programs using appropriate technology and various test utilities, and ensure functional operation.
• Coordinate and complete projects that are specific to area of assignment, such as the implementation of a new system design or system upgrade. Interface with users to identify problems/gaps with current technology and/or business processes and gather system requirements. Serve as the primary interface with and coordinate and direct the work of vendors. May coordinate and direct the work of staff at the same or lower level while working on projects. Design and direct project testing and quality assurance processes.
• May write, revise and maintain computer programs based on business requirements and application design specifications identified and developed by someone else, in order to create new business applications and interfaces or maintain/modify existing business applications, using various computer languages and/or database platforms; troubleshoot, debug, and resolve problems with application coding.
• Prepare data maintenance documents and follow-up to ensure completion; prep information recovery plan.
• May perform application software maintenance duties; install and test software application patches and upgrades;
• Prepare technical reports, correspondence and other documents; provide general administrative support that may include maintaining records and monitoring contracts/budgets.
• Participates on committees and task forces; attend meetings, conferences and training sessions.
• Develop training materials and conduct training pertaining to the use of new or modified applications and/or systems for users and other information technology staff.
• When assigned to support a statewide, federal, or legislation-governed system, review upcoming changes to programs, regulations or system (All County Letters, Management Change Requests), identify impact on system and/or County processes, provides input on necessary revisions, and assist with implementing changes.
• Serve on project teams providing technical assistance as needed.
• Train, lead, and provide technical guidance to technician or clerical staff. Direct the work of peers and/or subordinate staff on assigned projects.
• May recommend the appointment of personnel; provide or coordinate staff training; provide standards and operating guidelines; and provide timely input on performance evaluations and disciplinary matters, as assigned.
• Assign, direct, and review the work of assigned staff; conduct employee performance evaluations for assigned direct reports.
• Provide after hours technology support as assigned.
• Provide technical and functional supervision of contractors/vendors.
• Perform other related duties as assigned.

Work is typically performed in an indoor office environment with moderate noise levels, controlled temperature conditions and no direct exposure to hazardous physical substances; position occasionally requires travel to other locations. Work environments may include noise, dust and/or unpleasant odors, marked changes in temperature and humidity, and may occasionally require work in confined spaces.

Experience: Two years of journey-level technical experience comparable to an Information Technology Technician II with Placer County.

Training: Equivalent to completion of an associate’s degree from an accredited college or university in computer science, information technology or a closely related field. Additional relevant technical experience that demonstrates the ability to perform specialist level duties in assigned technology area may substitute for the required education on a year for year basis; or possession of one or more approved information technology certificates and/or completion of other approved technology-related training may substitute for all or part of the above-required education.

Knowledge of:

• Operations, services, concepts, terms and activities common to a comprehensive, state-of-the-art information technology program.
• Basic operational characteristics of local and wide area network systems.
• Automated systems/software utilized in area of assignment, including work processes, methods of data entry/retrieval, and system navigation.
• Standard office software such as word processing, electronic mail, and spreadsheet software.
• Principles and practices of troubleshooting computer system hardware and software problems.
• Process and workflow analysis.
• Tools and test equipment used in the installation, maintenance and repair of information systems.
• Basic project management principles and techniques such as organizing and managing a project, developing schedules, identifying critical paths, and breaking down a project into individual tasks.
• Basic principles and practices of technical network administration.
• Principles and practices of customer service.
• Methods and techniques of developing and presenting technical documentation and training materials.
• Principles and practices of record keeping.
• Modern office procedures, methods and equipment.
• Principles and practices of effective team building, team leadership and conflict resolution.
• Principles and practices of effective supervision techniques, training, and performance management.

Ability to:

• Operate, maintain and perform repairs on information technology equipment and software.
• Perform complex duties related to troubleshooting, configuring, performing repairs and assignment specific desktop and network hardware and software issues and respond appropriately to customer service requests.
• Test and repair electronic equipment using appropriate tools.
• Communicate technical information to a wide variety of users.
• Assist in planning and evaluating new systems and equipment.
• Execute system testing plans and test, troubleshoot and de-bug programs using appropriate technology to ensure system functionality.
• Plan, organize, prioritize and process work to ensure that deadlines are met; organize and manage multiple assignments and priorities.
• Prepare and present training materials related to specialized hardware and/or software.
• Prepare and maintain documentation for procedures, processes, and tables related to area of assignment.
• Independently analyze work methods, procedures, and operational needs; identify and recommend appropriate solutions.
• Learn and utilize specialized terminology if needed by the specific assignment.
• Read, comprehend and retain technical information on computer products and systems.
• Adapt quickly to changes in policies, procedures, assignments and work locations.
• Communicate effectively, both verbally and in writing.
• Supervise, train, assign, schedule, and evaluate the work of assigned technical and clerical staff.
• Establish and maintain effective working relationships with those encountered during the course of the work.
• Provide on-call service during off hours, evenings, weekends, and holidays.
• Mobility-frequent standing or sitting for extended periods; frequent walking; frequent to occasional twisting, depending on assignment; occasional pushing/pulling, bending, kneeling, squatting and crawling. Lifting–frequent lifting up to 20 pounds, occasional lifting up to 80 pounds. Vision–constant use of good overall vision for reading/close up work; frequent use of color perception and eye/hand coordination; occasional use of depth perception and peripheral vision. Dexterity–frequent repetitive motion from writing and using a computer keyboard; frequent grasping, holding and reaching. Hearing/Talking - frequent hearing/talking to others on the telephone and in person.