Information Technology Specialist

About the role

This journey level classification is responsible for independently performing specialized technical duties in support of the Agency’s technology services and operations. Positions at this level exercise judgment and initiative in their assigned tasks, receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit.

Responsibilities

• Performs complex configuration, modification, testing, and implementation of vendor software
• Develops, coordinates, and implements plans to test functional agency processes
• Manages and executes installation upgrades and system patches, tracks system enhancements and equipment upgrades to resolve problems
• Installs, configures, and maintains SQL and Oracle data servers, including capacity planning, monitoring growth, and developing and configuring database management tools for client uses
• Manages user accounts, roles, and privileges to ensure data security; performs regular audits, monitors transaction logs and addresses vulnerabilities to maintain database integrity
• Develops, validates, and deploys scripts for database operations ensuring smooth and efficient database functionality
• Assists with the development and administration of request for proposals (RFP) to acquire applicable programs or systems from vendors to meet department needs
• Prepares cost/benefit analysis, project cost estimates and justification for new or enhanced computer applications; plans, schedules, monitors, and leads project implementations
• Participates in the development and administration of budgets, revenue rates, and expenditures
• Performs and coordinates local and wide area network activities to ensure hardware/software compatibility and compliance with policies, goals, and objectives
• Installs new equipment, systems, programs, and software upgrades; interfaces computers with peripheral equipment; administers computer systems, usage, and programs
• Provides desktop support to Agency staff; evaluates, troubleshoots, diagnoses, and resolves computer hardware, software, network, related equipment, and communication connectivity problems; determines when service calls are needed
• Trains users in operating systems, software, and hardware
• Participates in special projects, as directed
• Maintains related files, logs and records related to assigned activities
• Maintains current knowledge of technological advances in the field

Requirements

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; to operate a motor vehicle and visit various Agency sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment.

Qualifications

• Education: An associate degree in computer science, information systems, business information systems, or closely related field
• Experience: Four (4) years of increasingly responsible experience providing technical support for information technology systems and infrastructure
• Licenses and Certifications: Possession of a valid California Driver's License, or evidence of equivalent mobility, to be maintained throughout employment. Possession of a Microsoft Certified Professional or comparable certification to be maintained throughout employment

Skills

• Knowledge / Skills: Of Operational characteristics of computer, network, server, and communication systems, hardware, software, and peripheral equipment
• Principles, practices, methods, and techniques of troubleshooting, diagnosing, and resolving computer, network, server, and communication systems hardware, software, and peripheral equipment issues
• Relational database practices
• Common application programming languages
• Standards and protocols for data communications and methodologies for database management
• Principles and practices of information technology security
• Methods and techniques of eliciting information and performing diagnostic procedures on technology systems
• The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar
• Applicable federal, state, and local laws, codes, and regulations as well as industry standards and best practices pertinent to the assigned area of responsibility
• Modern office practices, methods, and equipment, including a computer and applicable software
• Methods and techniques of effective record-keeping and report preparation
• Oral and written communication skills
• Agency and mandated safety rules, regulations, and protocols
• Techniques for providing a high level of customer service, by effectively dealing with the public, vendors, contractors, and Agency staff
• Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed
• Interpersonal skills using tact, patience, and courtesy
• Ability: To monitor assigned systems for performance issues
• To use new and existing hardware and software
• To diagnose, troubleshoot, and analyze problems and identify solutions for database management, communication, and network systems
• To deal tactfully with the users and staff in providing information, answering questions, and providing customer service
• To maintain a variety of filing, recordkeeping and tracking systems
• To respond to and effectively prioritize a high volume of phone calls and other requests for service
• To understand emerging technology and its application to agency programs and services
• To lead, coordinate, and track activities that are part of complex simultaneous projects
• To use tact, initiative, prudence, and judgment within general policy and procedural guidelines
• To organize work, set priorities, meet deadlines, and follow-up on work assignments
• To work independently and as part of a team
• To make sound decisions within established guidelines
• To observe safety principles and work in a safe manner
• To effectively use computer systems, software applications, and modern business equipment to perform a variety of work tasks
• To communicate effectively, both verbally and in writing
• To establish and maintain effective working relations with Agency staff, outside agencies, and the public