County of Alameda

DESCRIPTION

This flexibly-staffed class series specification describes the journey level of the Technical Support Specialist classification series.  Incumbents of this class, under general supervision, provide the full range of technical assistance and support related to computer systems, hardware, and software; 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; and to perform other related duties as required.    

DISTINGUISHING FEATURES  

This flexibly-staffed class series specification describes two levels of the Technical Support Specialist classifications.  The class of Technical Support Specialist II is distinguished from the next lower class of Technical Support Specialist I in that Technical Support Specialists II perform of the full range of help desk responsibilities at the journey level under general (as distinguished from close) supervision.  Technical Support Specialists I learn to perform these functions at the trainee level, under more direct supervision.  Additionally, Technical Support Specialists II provide technical and operational guidance to Technical Support Specialists I.  

Positions in this classification report to an Infrastructure Services Engineer or Infrastructure Services Manager and are unique to the Information Technology Department. Technical Support Specialist II positions are distinguished from classifications in other departments/agencies that provide automated information systems, hardware and software support in that the latter provide assistance to systems utilized within that department/agency or between a limited number of departments/agencies. In contrast, Technical Support Specialists II provide automated information systems, hardware, and software support to departments/agencies on a Countywide basis.  They must, therefore, 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.

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. Responds to incoming support requests and provides first call resolution support.
2. Provides timely and thorough customer service to end users and internal partners.
3. Resolves technical issues for users via telephone or email and/or other remote methods in a professional, user friendly and helpful manner.
4. Provide first level technical support by identifying a wide variety of computer and connectivity issues, determining the cause, and recommending or taking corrective action; refer problems to second level support or vendors when appropriate.
5. Performs remote troubleshooting for system/software updates or installation processes on computers and laptops, through diagnostic techniques.
6. Assist in identifying process improvement for various processes and creating user-friendly documentation and Frequently Asked Questions (FAQ’s) to add to the existing Knowledge Base site.
7. Makes recommendations for procedure modifications or improvements to management.   
8. Performs follow-up and status update communications to end users in a timely and consistent manner following Service Desk Service Level Agreement (SLA) guidelines.
9. Provides detailed documentation in the ticketing system notes when reassigning a ticket to another team; including customer interactions, details of inquiries, comments, actions or troubleshooting steps taken.
10. Assists in the training of new employees and shares knowledge with others for troubleshooting and diagnosing problems.
11. Assists with communication to/from IT staff and/or vendors including but not limited to sending out communication to users.
12. Generate incidents reports for review and analyze trends for common issues and problems.
13. Serve as a technical liaison with other departments by providing information including troubleshooting steps to assist with the investigation and research to resolve systems related issues in a timely manner.
14. Participates in various ITD projects and meetings.

MINIMUM QUALIFICATIONS

EITHER I  

Experience:  

The equivalent of six (6) months of full-time experience in the classification of Technical Support Specialist I in the Alameda County classified service.  

OR II  

Experience:  

The equivalent of three (3) years of recent, full- time experience in the operation of complex multi-platform computer environments including a minimum of six months serving in a journey level help desk function.  

AND

Education:  

Successful completion of a minimum of 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 Requirement:  

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 applications and systems.
• Computer system and endpoint trouble-shooting procedures and policies.
• Operating Systems, Alameda County software packages, procedure language and other computer systems used throughout the County.
• Operation of large-scale computer systems, including the console, its components and peripheral equipment.
• Systems documentation and procedure standards.
• Customer Service best practices.  

Ability to:

• Resolve basic procedure problems.
• Operate medium to large-scale computer systems and peripheral equipment.
• Troubleshoot network hardware problems.
• Recover from system and application malfunctions.
• Read, interpret, and follow flow charts, procedural manuals, and other written instructions.
• Work with software aids in order to perform duties in help desk teleprocessing functions.         
• Write clear and concise reports or job procedures.
• Function effectively under general supervision.
• Ability to follow oral instructions.
• Communicate effectively, both orally and in writing.
• Effectively elicit information from customers regarding systems problems.
• Maintain the highest level of service to internal customers and the public.
• Achieve target performance goals.
• Communicate technical details to users, programmers, vendors, and others in an effective and understandable manner in order to achieve timely problem resolution.
• Write clear and concise reports or job procedures.
• Operate and respond professionally under pressure.

CLASS SPEC HISTORY

JO:bl
5/1/00
Jobspecs\1799
co:updated 5/15/00
SK:sa Revised 03/23/2021
CSC Date: 05/05/20/21

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

• 12 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
• 1^st 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.