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IT SUPPORT SERVICES ANALYST II

Recruitment #19-TT2-01

Introduction

Definition

THE JOB: Under general supervision, provide end user technical support and training, including performing help desk functions involving the installation, configuration, troubleshooting and support of desktop and laptop hardware, software, operating systems, printers and peripherals; and do other work as required. In a busy help desk environment, our IT Support Team provides a wide range of technical services to their fellow County workers. The ideal candidate will possess excellent troubleshooting, customer service, and account management skills. Prior enterprise-level experience with trouble ticket system(s), PC deployments and user migration, asset tracking, and general help desk operations is highly desired.

Employment Standards

THE REQUIREMENTS: Any combination of training and experience which would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

An Associate's degree from an accredited college in a computer related field and two years of experience performing both technical support and training.

OR

One year of experience performing both general technical support and training, which included level I support for at least one relevant enterprise level application.

OR

Three years of experience performing both technical support and training.

SPECIAL REQUIREMENTS: Background Investigation: Some positions may require fingerprinting and/or background investigation. License: Possession and maintenance of a California Class C Driver License. Physical Requirements: The ability to lift equipment weighing up to forty pounds. Other Special Requirements: Availability to work irregular hours, which may include evenings, nights, weekends and holidays.

Knowledge: Thorough knowledge of the methods and techniques used in the installation, configuration, support and troubleshooting of relevant operating systems, software applications, hardware and peripherals. Working knowledge of commonly and/or locally used operating systems, software applications and hardware; and basic network concepts. Some knowledge of the fundamentals of network administration.

Ability to: Independently install and troubleshoot local software applications, hardware, and peripherals at the desktop level; analyze information effectively; identify and solve basic networking problems; work independently in local and/or remote locations; prioritize multiple tasks; explain computing concepts to non-technical staff; provide technical training (one-on-one, small group, and/or formal presentations); learn new software applications; provide customer service; communicate effectively, both orally and in writing; work cooperatively and effectively with other staff members, customers and vendors; and lift equipment weighing up to 40 pounds.

Benefits

EMPLOYEE BENEFITS:
ANNUAL LEAVE - 22 days first year, increasing to 37 days after 15 years of service. Available for vacation and/or sick leave.
HOLIDAYS - 13 paid holidays per year.
BEREAVEMENT LEAVE - 3 days paid in California, 5 days paid out-of-state.
MEDICAL PLAN - The County contracts with CalPERS for a variety of medical plans. For most plans, County contributions pay a majority of the premiums for employees and eligible dependents.
DENTAL PLAN - County pays for employee and eligible dependent coverage.
VISION PLAN - County pays for employee coverage. Employee may purchase eligible dependent coverage.
RETIREMENT - Pension formula 2% at age 60 or 2% at age 62 as determined based on provisions of the CA Public Employees’ Pension Reform Act of 2013(PEPRA). Pension benefit determined by final average compensation of three years. County participates in Social Security.
LIFE INSURANCE - County paid $20,000 term policy. Employee may purchase additional life insurance.
DISABILITY INSURANCE - Employees in the General Representation Unit participate in the State Disability Insurance (SDI) program. This program is funded 100% by employee payroll deductions.
DEPENDENT-CARE PLAN - Employees who make contributions for child or dependent care may elect to have their contributions made utilizing “pre-tax dollars.”
H-CARE PLAN - Employees who pay a County medical premium may elect this pre-tax program.
HEALTH CARE FLEXIBLE SPENDING ALLOWANCE (HCFSA) - Employees may elect this pre-tax program to cover qualifying health care expenses.
DEFERRED COMPENSATION - A deferred compensation plan is available to employees.

Selection Plan

THE EXAMINATION: Your application and supplemental questionnaire will be reviewed to determine if you have met the education, experience, training and/or licensing requirements as stated on the job announcement. If you meet these criteria and are one of the best qualified, you may be required to compete in any combination of written, oral and/or performance examinations or a competitive evaluation of training and experience as described on your application and supplemental questionnaire. You must pass all components of the examination to be placed on the eligible list. The examination may be eliminated if there are ten or fewer qualified applicants. If the eligible list is established without the administration of the announced examination, the life of the eligible list will be six months and your overall score will be based upon an evaluation of your application and supplemental questionnaire. If during those six months it is necessary to administer another examination for this job class, you will be invited to take the examination to remain on the eligible list.

HOW TO APPLY: Apply Online Now!  Click on the link below; or print out an application and supplemental questionnaire and mail/bring them to: Santa Cruz County Personnel Department, 701 Ocean Street, Room 510, Santa Cruz, CA, 95060.  For information, call (831) 454-2600.  Hearing Impaired TDD/TTY: 711.  Applications will meet the final filing date if received in one of the following ways:  1) in the Personnel Department by 5:00 p.m. on the final filing date, 2) submitted online before midnight of the final filing date. 

WOMEN, MINORITIES AND PEOPLE WITH DISABILITIES ARE ENCOURAGED TO APPLY. IF YOU HAVE A DISABILITY THAT WOULD REQUIRE TEST ACCOMMODATION, CALL (831) 454-2600. 

To comply with the 1986 Immigration Reform and Control Act, Santa Cruz County verifies that all new employees are either U.S. citizens or persons authorized to work in the U.S.

NOTE: The provisions of this bulletin do not constitute an expressed or implied contract. 

An Equal Opportunity Employer

County of Santa Cruz 
  www.santacruzcountyjobs.com 


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