County of Alameda

Technical Support Specialist II (#1799)

Bargaining Unit: SEIU 1021 - Misc Sub/Para Prof (012)
$34.55-$38.00 Hourly / $2,591.25-$2,850.00 BiWeekly /
$5,614.38-$6,175.00 Monthly / $67,372.50-$74,100.00 Yearly


DESCRIPTION
Under general supervision, to provide the full range of first level network help desk and advanced 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 II is the journey level class 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 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.

This classification 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 and advanced production support activities 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 perform advanced support functions with respect to production activities, whereas Technical Support Specialists I do not.

Positions in this classification report to a Data Processing Systems Specialist, a Computer Operations Supervisor, or a Senior Computer Operator. Positions in these latter classes are distinguished from Technical Support Specialists II in that they plan, direct and coordinate the activities of all Technical Support Specialists II, whereas Technical Support Specialists II are responsible for providing advice and guidance to system users in ITD customer departments and for providing advanced production support to ITD production staff.

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. When primary assignment is the Help Desk:
a. Provides first level technical support service by identifying problems in a wide variety of computer environments, determining the cause, recommending or taking corrective action; refers problems to second level support or vendors when appropriate.
b. Maintains, logs calls into help desk-tracking system and prepares reports on incidents.
c. Assists in the training of lower level specialists.
d. Reviews outstanding problems to ensure that proper documentation and escalating procedures are being followed; schedules meetings to resolve problems and informs upper management of situations and recommends action to be taken.
e. Recommends, implements, and documents Information Technology Department policies and procedures.
f. Provides support in monitoring and backing up the LAN/WAN server farm.
g. Performs recovery procedures when requested by customers.
h. Assists in the installation, training and documentation of new systems or equipment prior to system utilization.


2. When primary assignment is Production Support Unit:
a. Maintains and enforces Information Technology Department standards; maintains and updates standard procedures manual.
b. Performs moves of CICS, DB2, Source and Load modules in production activities; performs JCL moves and changes.
c. Maintains and updates Data Center training programs and schedules.
d. Supports production system batch jobs; identifies causes of batch failures and develops necessary documentation for changes in existing and future jobs.
e. May perform scheduler or report distribution database administrator responsibilities as needed.
f. Attends, documents and publishes findings of problem and change control meetings.
g. Produces Ad-Hoc and special reports when required.
h. Performs special projects as directed, by collecting and compiling general reference materials and information pertaining to department practices and procedures.
i. Follows up on end-user requests for support and directing users to the most appropriate solution.

MINIMUM QUALIFICATIONS
Either I

Both of the Following:

(A) The equivalent of six months of full-time experience in the classification of Technical Support Specialist I 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 Technical Support Specialist I Training Program requirements.

Or II

Both of the Following:

(A) The equivalent of three 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,

(B) 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 network system hardware and software.
• Computer system and network 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.

Ability to:

• Resolve basic procedure problems.
• Operate medium to large-scale computer systems and peripheral equipment.
• Troubleshoot network hardware problems.
• Recover from system 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.
• Communicate technical details to users, programmers, vendors, and others in an effective and understandable manner in order to achieve timely problem resolution.

CLASS SPEC HISTORY
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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.