State of Maryland

IT TECHNICAL SUPPORT SPECIALIST II (#004476)

- Hourly / - BiWeekly /
- Monthly / $53,214.00-$85,398.00 Yearly


GRADE

18

NATURE OF WORK

An IT Technical Support Specialist II is the full performance level of work maintaining and modifying operating systems for multipurpose, multi tasking computers. Employees in this classification do not supervise.

Employees in this classification receive general supervision from an IT Technical Support Specialist Supervisor or other data processing administrator. Employees may be required to work on evenings, weekends and holidays and may be subject to call in.

The IT Technical Support Specialist Trainee, IT Technical Support Specialist I and IT Technical Support Specialist II are differentiated on the basis of degree of supervisory control exercised by the supervisor over these employees. The IT Technical Support Specialist Trainee learns to perform duties under close supervision, the IT Technical Support Specialist I performs duties under close supervision at times and under general supervision at other times depending on the complexity of the specific duty being performed and the IT Technical Support Specialist II performs the full range of duties under general supervision. The IT Technical Support Specialist II is differentiated from the IT Technical Support Specialist Supervisor in that the ITTechnical Support Specialist Supervisor has full supervisory responsibility for lower level IT Technical Support Specialists.

EXAMPLES OF WORK

Installs, tests, debugs and maintains new and revised operating system software or data communication software;

Develops programs, procedures and standards for interfaces between software applications programs, the user processes, the communication subsystems and the computer operating system;

Documents and maintains operating system or data communication system procedures and revisions and informs data processing personnel as necessary;

Secures the central processing unit, peripherals and stored data from unauthorized access and disturbance or destruction of data or operating capability through system security software and recovery procedures;

Prepares disaster recovery plans and performs backup procedures to facilitate recovery of stored data and data processing operations;

Plans and participates in the conduct of long and short range studies for determining the feasibility of converting to or modifying existing data processing systems including the operating system capacity requirements;

Coordinates with vendor representatives in the installation or testing phases of new hardware or system software;

Resolves issues related to operating systems procedures with operations staff, other data processing personnel and systems users;

Programs supplemental service routines and utility programs using third generation or other generally accepted computer programming languages;

Monitors computer system performance and utilization, modifies operating system parameters and makes adjustments to disk space allocations to fine tune system performance according to established performance standards for system response times;

Studies technical literature and attends workshops, seminars and training classes to keep abreast of the latest developments in data processing technology;

May make recommendations for modifications to applications programming to enhance system performance and utilization;

Perform other related duties.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of the principles and practices of computer programming;

Knowledge of the principles and practices of maintaining and modifying operating systems for multipurpose, multi tasking computers;

Knowledge of machine or assembler computer language and other generally accepted computer programming languages;

Knowledge of the functions and capabilities of multipurpose, multi tasking computer systems and related data communications systems;

Skill in installing, modifying and maintaining operating system software and data communication software;

Skill in documenting new and revised operating system or data communication system procedures and standards;

Skill in using diagnostic and performance tools and other software products to maintain established data processing standards;

Skill in applying inductive and deductive reasoning to reach logical solutions to technical support problems;

Ability to communicate effectively and to establish and maintain effective working relationships with system users, vendors, computer operations personnel and programmer analysts.

MINIMUM QUALIFICATIONS

Education: Bachelor's degree from an accredited college or university in Computer Information Technology, Computer Science, Management Information Systems or other information technology related field to include course work in machine or assembler computer languages, and operating system and data communication technology for multipurpose, multi tasking computers.

 Experience: One year of experience maintaining and modifying operating systems for multipurpose, multi tasking computers.

 Notes:

 1. Thirty credit hours from an accredited college or university in Computer Information Technology, Computer Science, Management Information Systems or other information technology related field to include course work in machine or assembler computer languages, and operating system and data communication technology for multipurpose multi tasking computers may be substituted for the required education.

 2. One additional year of experience maintaining and modifying operating systems for multipurpose, multi tasking computers may be substituted for the required education.

 3. Experience operating multipurpose, multi tasking computer systems; or scheduling, controlling input and output or maintaining a tape library to process data on multipurpose, multi tasking computer systems; or converting data from project specifications by developing program code using third generation or other generally accepted computer programming languages; or designing, developing and maintaining communications networks may be substituted for high school on a year for year basis.

4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Computer Systems Operations classifications or Computer Systems Operations specialty codes in the Information Technology field of work on a year-for-year basis for the required experience and education.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

N/A

SPECIAL REQUIREMENTS

Employees in this classification may be subject to call 24 hours a day and, therefore, may be required to provide the employing agency with a telephone number where the employee can be reached or will be furnished with a pager.

ACKNOWLEDGEMENTS

Class specifications are broad descriptions covering groups of positions used by various State departments and agencies. Position descriptions maintained by the using department or agency specifically address the essential job functions of each position.

Date Established

Jul 1 1998 12:00AM

Date Revised

08/01/2014

Approved By

Director, Division of Classification and Salary

CLASS: 004476; EST: 8/1/2014; REV: ;

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