State of Connecticut Executive Branch

Incumbents in this class perform tasks of a moderate to complex nature in one or more of the following functional areas:

• Service/Help Desk: Provides resolution to problems of end users on a variety of hardware, software and/or network products in a moderately complex environment.
• Desktop Services: Provides routine to moderately complex services for desktop support.
• Network Services: Provides assistance in supporting network connectivity and other related network issues of routine to moderately complex systems.
• Software Development: Performs basic services related to application analysis and modification in support of routine agency application needs.
• Production Control: Performs complex services related to IT production and document control.

NOTES:

• For definitions of infrastructure and application complexity refer to the Addendum.
• Incumbents are responsible for performing lower level duties as outlined in the Information Technology Technician specification.
• The Examples of Duties listed in this class specification are not necessarily descriptive of any one position in the class. The omission of specific statements does not preclude management from assigning specific duties not listed. The intent of the listed examples is to give a general indication of the level of difficulty and the responsibility common to all positions in the class.

Service/Help Support: 

• Responds to calls, email and personnel requests for technical support; 
• Tracks status of all problems and monitors open problems; 
• Resolves simple to moderate problems by providing support on hardware and software products; 
• Resolves simple to moderate technical calls from customers; 
• Acts as liaison between other technical staff, users and vendors regarding Help Desk and service requests; 
• Monitors personal computer (PC) performance; 
• Performs related duties as required.

Desktop Services: 

• Diagnoses and resolves PC and simple software problems using a variety of diagnostic tools; 
• Uses diagnostic tools to identify hardware and/or software problems and initiates repair; 
• Rebuilds PCs and reconfigures user specific settings; 
• Installs new software releases of simple to moderate complexity; 
• Coordinates installation of and installs, modifies and maintains network components and PC hardware and/or software; 
• Assists in implementation of network and/or system hardware and software upgrades and/or enhancements; 
• Configures and installs terminal emulation software for host connection; 
• Performs related duties as required.

Network Services: 

• Provides first level support for network connectivity, or related network issues for user community; 
• Assists with diagnoses and resolution of simple network problems; 
• Assists with the configuration of network components; 
• Resets and reinitializes devices when appropriate; 
• Assist in executing specific disaster recovery plans; 
• Provides user support and on-the-spot training to users; 
• Performs related duties as required.

Software Development: 

• Prepares computer programs for solution of business problems from narrative statements, program specifications and other data as source materials; 
• Customizes software applications and designs templates and forms to meet user requirements; 
• Assists systems and application developers in analysis, design and development of information systems; 
• Prepares test data; 
• Performs system tests; 
• Debugs/corrects errors; 
• Diagnoses problems with operating systems specific to incompatibility with other applications; 
• Acts as liaison between other technical staff, users and vendors regarding basic application design and modification including database management systems; 
• Maintains and enhances existing programs; 
• Installs system upgrades and patches in support of application software; 
• Documents system changes and problem resolutions; 
• Participates in project planning sessions with team members to analyze requirements; 
• Uses programmer productivity tools; 
• Performs related duties as required.

Production Control: 

• Performs technical functions in areas of documentation control, production control, systems software and production scheduling; 
• Responsible for effective utilization of production control software; 
• Prepares production schedule for computer processing; 
• Analyzes and resolves production control problems related to area of involvement; 
• Performs related duties as required.

• Considerable knowledge of
  • data control functions; 
  • IT equipment and diagnostic tools; 
• Knowledge of
  • principles and techniques of computer programming; 
  • programming languages; 
  • principles of information systems; 
  • principles and concepts of network environments; 
  • computer operating systems; 
  • fundamental principles and theories of business and planning functions; 
  • principles and techniques of systems analysis, design and development; 
  • capabilities of computer equipment and technology; 
• Considerable
  • skill in technical problem-solving; 
  • skill in logic and analysis; 
• Skills
  • interpersonal skills; 
  • oral and written communication skills; 
• Considerable ability to install and maintain microcomputer hardware, software and network components; 
• Ability to
  • prepare and maintain records, logs, reports, documentation, and manuals; 
  • write, test and debug computer programs; 
  • use programming development tools; 
  • identify, analyze and resolve simple business and technical problems.

Infrastructure Complexity

• Routine: An infrastructure that relies on intranet, local storage and dedicated server(s) to provide computing support.
• Moderately complex: An infrastructure that relies on intranet, SAN storage and shared servers to provide computing support.
• Complex: An infrastructure that relies on internet, IT security, and application integration to provide computing support.
• Highly complex: An infrastructure that relies on integration with all of the following IT functional areas: networking, systems development, systems programming, IT security and database administration.

Application Complexity

• Routine: Executable application program, module, or subroutine using an operating-system or machine-interfacing language that reads programmed files, structured databases, or computer registers, and performs object processing involving graphic (algebraic), spatial (geometric) or computational (arithmetic) operations, character search or sorting, and creates a human or machine-readable output.
• Moderately Complex: Integrated set of multiple user-written programs using compiled language that reads from multiple files or Data Base Management System (DBMS) based database; processes intermediate files using arithmetic functions, character manipulation, and sorting; writes the processed data to one of several output files based on processing results; and produces multiple outputs.
• Complex: Highly integrated set of programs with the following: each program using compiled language may read multiple files or a DBMS based database; process intermediate files using the full range of software functions available; write the processed data to multiple output files based on processing results; update the master files, if any, with a capability for full error recovery; and produce multiple outputs.