County of Alameda

Technical Support Specialist I (#1798)

Bargaining Unit: SEIU 1021 - Misc Sub/Para Prof (012)
$31.36-$32.89 Hourly / $2,352.00-$2,466.75 BiWeekly /
$5,096.00-$5,344.63 Monthly / $61,152.00-$64,135.50 Yearly


DESCRIPTION
Initially under close supervision, to learn to, and as knowledge and proficiency increase, under general supervision to provide, first level network help desk and production support in an on-line multi-platform computing environment; to ensure a high level of information systems services to all County users; to provide effective problem management including the detection, capture, resolution and analysis of service disruptions; to perform other related duties as required.

DISTINGUISHING FEATURES

Technical Support Specialist I is the entry/trainee level classification in the two-level Technical Support Specialist series. Classifications within this series are flexibly staffed.

Positions in this classification are unique to the Information Technology Department. They are distinguished from positions in classifications in other departments/agencies that provide automated information systems, hardware and software support in that positions in those classes provide assistance with respect to systems utilized within that department/agency or between a limited number of departments/agencies. In contrast, Technical Support Specialists I learn to and ultimately provide automated information systems, hardware and software support to departments/agencies on a Countywide basis. They must, therefore, acquire and ultimately possess and apply knowledge of the full range of varying systems and hardware utilized by and between ITD and all of its customer/departments/agencies for the benefit of those departments/agencies.

Technical Support Specialist I is distinguished from the next higher class of Technical Support Specialist II in that the incumbents in the former class are appointed at the trainee level and learn to perform the full range of diagnostic and problem resolution activities and advanced production support activities performed by incumbents at the Technical Support Specialist II level. These activities are performed under supervision that ranges from close to general as knowledge and proficiency increase. In contrast, Technical Support Specialists II perform the full range of these duties under general supervision and at the journey level. Technical Support Specialists I report to a Data Processing Systems Specialist, a Computer Operations Supervisor, or a Senior Computer Operator. Incumbents receive lead direction from a Technical Support Specialist II or higher classification.

Technical Support Specialist I is distinguished from the class of Information Technology Specialist IV in that the former performs technical support duties the majority of the time and on a day-to-day basis. Information Technology Specialists IV may provide help desk services on an incidental, infrequent or emergency basis but the primary duties of incumbents in that class involve journey level data production scheduling, coordination and generation through the operation of large-scale, multi-platform computers and auxiliary equipment.

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. Participates in the ITD Information Technical Support Specialist I Training Program. Completes required in-house computer technical courses and training projects as directed by the department.
2. When primary assignment is the Help Desk:
a) Learns to and provides first level teleprocessing customer service support, identifying problems, determining the cause, providing solutions whenever possible by taking immediate corrective action or by referring problems to a higher level specialist, the appropriate support group or other support resources, as appropriate.
b) Logs calls and maintains the help desk service tracking system including records of service requests, action taken, equipment failures and other incidents noted. Prepares reports concerning and derived from tracking system records.
c) Activates CRT’s, printers, and PC’s using the appropriate network or system commands.
d) Learns to and provides on-going monitoring of networks, enterprise server and the server farm by utilizing various software tools.
e) Learns to and provides support in backing up the server farm; performs program restoration when requested by customers; assists in tape rotation.
f) Reports malfunction of computer system to immediate supervisor and programmers; determines cause of machine stoppages and takes action to maintain processing.
g) Gives guidance to lower level Information Technology Specialists who are being trained to operate the large-scale computers.
h) Learns to work independently with vendors to resolve problems.
3. When primary assignment is Production Support Unit:
a) Learns to and performs moves of CICS, DB2, JCL, Source and Load modules in production activities.
b) Assists specialists or supervisors with documentation, correspondence, manuals and procedures related to problem resolution.
c) Learns to and operates a complex computer and its components through a master console; receives input data and processes it through the computer system; performs JCL or equivalent code corrections as needed.
d) Learns to perform scheduler or report distribution database administrator responsibilities as needed.

MINIMUM QUALIFICATIONS
Either I

Both of the Following:

(A) The equivalent of six months of full-time experience in the classification of Information Technology Specialist III in the Alameda County classified service (“classified service” does not include experience with the Office of the District Attorney, the Hospital Authority or the Consolidated Courts); AND,

(B) Satisfactory completion of the Information Technology Specialist III Training Program requirements.

Or II

Both of the Following:

(A) The equivalent of twelve months of recent, paid, full-time experience equivalent in nature to that obtained in the Alameda County classification of Information Technology Specialist III; AND,

(B) Successful completion of at least nine semester (or equivalent quarter) units in information technology at an accredited college, university or technical institution.

License Requirement:

Possession of, or the ability to obtain, a valid class C California driver’s license may be required for some positions.

Special Requirements:

1. Technical Support Specialists I who successfully complete training at this level will be advanced to the next flexibly staffed level, Technical Support Specialist II, upon successful completion of training. For this reason, it is a job expectation that incumbents successfully complete the ITD Technical Support Specialist I Training Program within six months and it is a requirement that they do so in no more than twelve months. In completing the Training Program, Technical Support Specialists I are expected to learn the duties performed by Technical Support Specialists II and to become capable of performing them under general (as distinguished from close) supervision.

2. The Information Technology Department operates on a 24 hour-per-day, 7 day-per-week, 365 day-per-year basis. In order to provide these services, all Information Technology Department employees may be required to work grave, swing and day shifts, as well as weekends and holidays as necessary.

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:

• Alameda County teleprocessing network hardware and software.
• Computer system and network trouble-shooting procedures and policies.
• Basic operating systems, Alameda County software packages, procedure language and other computer systems used throughout the County.
• Basic operation of large-scale computer systems, including the console, its components and peripheral equipment.
• Systems documentation and procedure standards.

Ability to:

• Learn to and resolve basic procedure problems.
• Learn to and operate medium to large-scale computer systems and peripheral equipment.
• Learn to recover from system malfunctions.
• Learn to function effectively under general supervision.
• Learn to work with software aids in order to perform duties in help desk network functions.
• Troubleshoot teleprocessing hardware problems.
• Read, interpret, and follow flow charts, procedural manuals and other written instructions.
• Follow oral instructions.
• Communicate effectively both orally and writing.
• Effectively elicit information from customers regarding systems problems.
• Communicate technical details to users, programmers, vendors, and others in an effective and understandable manner in order to achieve timely problem resolution.
• Recover from system and application malfunctions.
• Write clear and concise reports or job procedures.

CLASS SPEC HISTORY
JO:bl
4/12/00
Jobspecs\1798
CSC Date 5/10/00
co: updated 5/15/00

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) 
  • 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
  • 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.