Unit: SEIU - Professional Unit (Q)
$30.75-$41.20 Hourly / $5,329.43-$7,141.45 Monthly / $63,953.14-$85,697.46 Yearly
Unit: SEIU - Professional Unit (Q)
$33.94-$45.48 Hourly / $5,882.67-$7,882.87 Monthly / $70,592.08-$94,594.45 Yearly
Under general supervision, performs systems programming, database administration, systems administration, storage administration, and manages data center environments for the operation and maintenance of systems software for the Information Technology Division. Participates in the security, integrity, and efficient and effective operation of the City’s overall data center infrastructure.
The Systems Support Analyst I is the class approaching the journey-level of the Systems Support Analyst series. Under immediate to general supervision, incumbents are expected to identify and resolve routine problems causing abnormal system terminations or response time degradation, and to assist in resolving problems causing system failures. This is a flexibly-staffed position and incumbents my advance to the II level based upon the department’s staffing needs and the incumbent’s demonstrated ability to perform the full range of duties.
The Systems Support Analyst II is the advanced journey- level in the Systems Support Analyst series. Incumbents in this class are expected to provide highly advanced professional support in systems programming, database administration, systems administration, storage administration and data center environment. Positions identify and resolve the most complex abnormal system terminations or response time degradation.
The Systems Support Analyst series are distinguished from the Systems Analyst series in that the latter performs business process and systems analysis and develops application systems and programs to process the information of City Departments. It is further distinguished from the Systems Specialist by the latter’s supervisory responsibility for IT Operations and IT Service/Help Desk staff.
Duties may include, but are not limited to, the following:
Provides exemplary customer service to all individuals by demonstrating a willingness to be attentive, understanding, responsive, fair, courteous and respectful, and to actively participate in maintaining a positive customer service environment.
Analyzes hardware and software for performance and makes recommendations for systems and upgrades. Establishes and maintains development, training, backup and production environments.
Identifies and corrects errors which have caused abnormal termination of systems software.
Ensures that applications are available to users. Restores data, applications and individual files as required.
Tests, evaluates, recommends, installs, maintains, customizes, regression tests, and provides technical support and maintenance for various systems and software products.
Configures and implements system software and definitions.
Performs system performance management and assists in capacity planning and system upgrades.
Ensures that IT infrastructure complies with division business continuity and security policies, as well as the architecture and other standards defined in the Information Technology Division's strategy.
Assist with training, system and network problems, and automating operational procedures.
Assists IT Applications Team in diagnosing routine and complex application system problems.
Reviews vendor proposals, contracts, system hardware and software configurations, and maintenance support agreements for technical accuracy; provide recommendations.
Coordinates with vendors, including the supervision of and participation in vendor installations and support for City’s data center environments.
Monitors and controls the enterprise storage to ensure efficient performance and space utilization.
Analyzes and resolves complex systems problems including isolation and resolution of hardware and system software problems.
Performs data base design functions; monitors database performance; ensures the maintenance of the data bases including data base recovery. Provides support to IT staff in planning, designing and implementing databases; maintains database and file space allocations; plans future storage requirements
Assist in the design of application systems providing technical advice on alternatives with focus on optimizing available computer resources and performance.
Provides technical assistance for specially assigned projects and other work as required.
Documents data center environments, operations, and systems; adheres to and participates in development of standard operating procedures; prepares and makes formal presentations of technical recommendations after documenting facts.
Provides technical project management for various system software products. Plans and coordinates system/software migration testing.
Provides on-call assistance for data center emergencies and after-hours support.
Provides vacation and temporary relief as required.
Performs related duties as assigned.
Systems Support Analyst II only:
May serve as a lead in the absence of the supervisor.
When assigned to programs and/or projects, provides leadership and guidance to others. As a program and/or project leader may direct, assign, train, monitor, and review the work activities of team members; determines work priorities; oversees quality and quantity of work performed and ensures adherence to established procedures by instructing City staff accordingly; is a reference to employees by possessing specialized skills; develops and implements work improvements.
Knowledge of: Principles and practices of computer science and information systems; principles and application of critical thinking and analysis; method and techniques of systems programming; principles, practices, methods, and techniques used in the installation, troubleshooting and maintenance of systems, networks, and applications; operational characteristics of a variety of computer and network systems, applications, hardware, software, and peripheral equipment; principles and practices of database maintenance and administration; methods and techniques of developing data security, integrity, backup and recovery processes; principles, practices, and administration of enterprise storage and enterprise backup software; principles, concepts and procedures of information technology infrastructure design and application design; administration and design of datacenter environments (e.g. cooling, power, fire suppression, etc.); operations, service and activities of local and wide area network systems; methods and techniques of evaluating business operations to develop technology solutions; methods and techniques of developing technical manuals and training materials, principles and practices of record keeping and reporting; techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.
Ability to: Provide support in the implementation and maintenance of information systems, networks, application, and programs; respond to and identify user needs and determine resolutions; apply critical thinking and analysis in completing assignments; Apply a variety of computer system programming languages; Prepare clear and concise reports, correspondence, charts, and other written materials from multiple layers of data; Detect, isolate, and resolve information systems problems; Read, interpret, and apply technical publications, manuals and other documents; Install, troubleshoot, upgrade, test and support systems programs; monitor, maintain, and administer a variety of operating systems; Provide technical support to systems and network design and development projects; Design, configure, install, troubleshoot and test local and wide area network servers, hardware, software, and associated components; Perform database maintenance and administration duties; Perform work of a specialized nature and develop the ability to use independent judgment and personal initiative.; Understand and carry out a variety of complex instructions in a responsible and independent manner; Use critical thinking techniques effectively; Establish procedures to analyze and solve technical problems; Select efficient methods of resolving operations problems; Isolate infrastructure access problems and resolve them; Communicate technical information effectively, both written and orally; Establish and maintain cooperative working relationships with all City staff.
License: Depending on assignment, possession of a valid California Class C driver's license may be required.
Environment: Works in indoor office conditions; may be required to work irregular work hours including evenings and weekends. Physical Abilities: Hearing and speaking to exchange information in person or on the telephone; uses both hands and fingers to operate personal computer; close vision and the ability to adjust focus to read and operate personal computer and printed documents; mental capability to read and interpret data, perform highly detailed work on multiple concurrent tasks and work under deadlines; sit for prolonged periods of time; and hear in the normal audio range, with or without correction; ability to lift, carry, push and pull materials and objects weighing up to 50 pounds. Hazards: Exposed to computer screens.
Both levels are required to undergo and successfully complete an extensive post-offer Police Department background investigation.
Systems Support Analyst I: A combination of education, training and experience equivalent to a Bachelor's degree in computer science, or a related field, and one year of increasingly responsible information systems enterprise-level experience in the areas of systems and server administration, database administration, systems programming, storage administration, and datacenter operations; experience working in a 24/7/365 production environment, experience in administration, maintenance; and design of design of datacenter environments (e.g. cooling, power, and fire suppression); experience as a computer systems administrator responsible for a functional WAN/LAN system meeting the daily operation needs of an organization, or the administration and support of hardware, software, applications, and users, are required. Possession of information technology industry recognized certifications is desirable.
Systems Support Analyst II: In addition to the education and training listed above, three years of increasingly responsible information systems enterprise-level experience in the areas of systems and server administration, database administration, systems programming, storage administration, and datacenter operations; experience working in a 24/7/365 production environment, experience in administration, maintenance; and design of design of datacenter environments (e.g. cooling, power, and fire suppression); experience as a computer systems administrator responsible for a functional WAN/LAN system meeting the daily operation needs of an organization, or the administration and support of hardware, software, applications, and users, are required. Possession of information technology industry recognized certifications is desirable.