County of Alameda

Technical Support Analyst (#0418)

Bargaining Unit: ACMEA - General Mgmt (R15)
$41.89-$56.14 Hourly / $3,351.20-$4,491.20 BiWeekly /
$7,260.93-$9,730.93 Monthly / $87,131.20-$116,771.20 Yearly


DESCRIPTION
Under general direction of department management or a higher level Information Systems classification, provides professional level support to the County's mini and microcomputer users including the development, support, and maintenance of assigned hardware and software systems; support of agency/departmental Local Area Networks (LANs), Wide Area Networks (WANs) and related equipment; coordinates the planning, configuration, installation, and maintenance of data/information systems; provides consultation to upper level management staff on hardware and software issues; may provide lead supervision over other data processing staff; and performs related duties as required.

DISTINGUISHING FEATURES

This is the above journey-level class in the a series that includes this class and that of Information Systems Specialist.

Positions in the Information Systems Specialist – Technical Support Analyst series possess broad information technology knowledge and are capable of performing most information technology activities within their department. Positions in the Technical Support Analyst class are distinguished from the class of Information Systems Specialist in that incumbents in the former class have broad operational responsibility for a major departmental computer program or activity and may have lead responsibility with respect to Information Systems Specialist positions or other journey-level technical or clerical staff. The classes in the Information Systems Specialist – Technical Support Analyst series are not flexibly staffed.

Technical Support Analyst is further distinguished from the next higher-level class of Information Systems Manager in that the latter has managerial responsibilities and supervises information systems staff at the levels of Information Systems Specialist and Technical Support Analyst and above.

Positions in the Information Systems Specialist series differ from the more specialized Information Systems Analyst class in that the latter works primarily on complex information systems design and administration activities such as software systems analysis, design and coding.

Positions in the Information Systems Specialist – Technical Support Analyst series differ from the more specialized Information Network Analyst class in that the latter works primarily on complex network design and administration activities such as designing, configuring, and installing a department’s network infrastructure.

EXAMPLES OF DUTIES
NOTE: The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all duties listed.

1. Has overall support responsibility for a major data processing function of the department, including security of the system, troubleshooting any software or hardware malfunctions, and creating and maintaining systems manuals; develops and maintains procedure manuals.

2. Develops methods for performing operational needs analysis and conducts analysis appropriate to the department's specific needs. Analyzes workflow and/or organizational structure and recommends improvements to systems or structures to increase productivity and efficiency.

3. Leads, coordinates and participates in providing technical assistance to mini and microcomputer users regarding hardware and software problems and the development of new systems; analyzes system output to determine problems and recommend corrective action.

4. Coordinates the implementation of new computer hardware and software systems; acts as liaison with the Information Technology Department in developing and implementing new computer systems/applications by providing input/output requirements, department standards, etc.

5. Maintains and updates application systems and databases; may develop database applications and produce reports from those applications.

6. Trains department personnel in the use of computer software and hardware.

7. Researches, analyzes, and evaluates new hardware and software products for use by County departments; stays abreast of new trends and innovations relating to the use of microcomputers; meets with hardware and software vendors to evaluate new hardware and related software products.

8. Conducts long term audits of computer systems and programs; analyzes results of these audits; makes recommendations regarding changes to existing systems in order to bring them up to maximum efficiency.

9. Leads and participates in the development of user instruction manuals, system procedures, and other system documentation.

10. Coordinates the training of Department/Agency users in the use of data processing systems.

11. May supervise subordinate staff involved in computer systems.

MINIMUM QUALIFICATIONS
EITHER I
Education:

The equivalent to graduation from an accredited two-year college or university (60 semester units or 90 quarter units) with a major in MIS, Computer Science, Computer Engineering or equivalent.

AND
Experience:

The equivalent of one year of full-time increasingly responsible experience in supporting and maintaining information technology systems including LAN/WAN systems.

OR II

The equivalent of two years of full-time increasingly responsible experience in supporting and maintaining information technology systems including LAN/WAN systems.

Certification:

Professional Certification as a Microsoft Certified Systems Engineer or equivalent can be substituted for one year of experience.

NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS
NOTE: The level and scope of the following knowledge and abilities are related to duties listed under the "Examples of Duties" section of this specification.

Knowledge of:

• Modern computer technology to plan, develop and administer computers and network systems.
• Information technology concepts.
• Methodologies for analyzing systems, procedures and workflow.
• Office software applications.
• Functions and capabilities of database systems.
• World Wide Web technology.
• Network infrastructure technology.
• Cabling requirements, computer installations and communication hardware such as hubs and routers.

Ability to:

• Function as system(s) administrator.
• Maintain and modify existing office software applications.
• Analyze and problem solve.
• Make effective decisions.
• Plan and organize.
• Identify and correct problems with computers and related equipment.
• Analyze problems related to database design, system interactions and cross platform issues.
• Prepare and maintain documentation, records and logs.
• Communicate effectively both orally and in writing.
• Interface with users at all levels of the organization.

CLASS SPEC HISTORY
RE:pf 3/7/2005
Newspec: 0418.doc
CSC Date: 4/27/2005
JO:po Revise/Retitle 4/5/06
[old title: Information Systems Specialist II]
CSC Date: 4/26/2006

BENEFITS

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being.  These benefits include but are not limited to*:

For your Health & Well-Being

  • Medical – HMO & PPO Plans
  • Dental – HMO & PPO Plans
  • Vision or Vision Reimbursement
  • Share the Savings
  • Basic Life Insurance 
  • Supplemental Life Insurance (with optional dependent coverage for eligible employees)
  • Accidental Death and Dismemberment Insurance 
  • County Allowance Credit
  • Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
  • Short-Term Disability Insurance
  • Long-Term Disability Insurance
  • Voluntary Benefits - Accident Insurance, Critical Illness, Hospital Indemnity and Legal Services
  • Employee Assistance Program

For your Financial Future

  • Retirement Plan - (Defined Benefit Pension Plan)
  • Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

  • 11 paid holidays
  • Floating Holidays
  • Vacation and sick leave accrual
  • Vacation purchase program
  • Management Paid Leave**
  • Catastrophic Sick Leave
  • Group Auto/Home Insurance
  • Pet Insurance
  • Commuter Benefits Program
  • Guaranteed Ride Home
  • Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
  • Employee Discount Program (e.g. theme parks, cell phone, etc.)
  • Child Care Resources
  • 1st United Services Credit Union 

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement.  This provides a brief summary of the benefits offered and can be subject to change.

** Non-exempt management employees are entitled to up to three days of management paid leave. Exempt management employees are entitled to up to seven days of management paid leave.