Information Technology Technician (Information Systems Support Specialist)

Position Description

This position announcement will be used to fill a full-time, permanent, Information Systems Support Specialist, Information Technology Technician vacancy in the Office of Information Technology with Anne Arundel County. The IT Technician provides Level 1 and Level 2 support for computer systems and applications, including testing, implementation, and maintenance of hardware, software, and related systems.

NATURE AND VARIETY OF WORK
Employees install and configure hardware and software, troubleshoot and provide first line diagnosis for PC/telecommunications hardware and software problems, and provide help desk problem resolution. Employees receive general supervision from a higher-level supervisor. Work is reviewed in terms of effectiveness in meeting objectives. Guidelines in the form of County and departmental policies and procedures, technical manuals, and computer science principles and practices provide the parameters for employees to perform their work. Employees are required to use sound judgment as necessary to modify, adapt, or deviate from guidelines to accomplish work assignment objectives. Employees in this class interact with both technical and non-technical staff within other County departments. Depending on the area of assignment, the work may involve bending, lifting and moving boxes, walking, standing, may be sedentary in an office environment, and may include the operation of a County vehicle for pick up and delivery of equipment. Employees may be required to work an evening or night shift, some weekends, and include overtime work.

Examples of Duties and Knowledge, Skills and Abilities

(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)

Key Responsibilities include:
Tracking and monitoring PC problems to ensure timely resolution for customers.
Entering tickets into the JIRA Service Management system.
Assisting customers with the Employee Solutions Center (Self Service portal for JIRA).

Technical Support Duties:

• Determines requirements for applications systems, sharing of files and equipment, and data communications.
• Installs, configures, upgrades, and troubleshoots hardware, software, data communications and related problems, and assists users.
• Configures all software parameters for security and operational efficiency.
• Tests systems for integrity and performance.
• Troubleshoots, diagnoses, and resolves computer problems in both network/telecommunications and stand-alone environments.
• Provides technical support for multiple computer platforms, applications, and operating systems.
• Advises, trains, and assists users on optimum use of equipment and ensures installation of desktop hardware and software in accordance with technical standards.
• Ensuring installation of desktop hardware/software meets technical standards.
• Reviewing, preparing, and migrating all legacy/web application systems and documentation from development into production environments.
• Monitoring production environments for integrity and validity.
• Providing input on IT policies, standards, and procedures for operations, quality assurance, and security administration.
• Providing user training and documentation for hardware and desktop applications.
• Assisting with creation and maintenance of OIT/Help Center documentation and procedures related to PC setup, installation, and troubleshooting.
• Setting up and installing PCs and peripherals.
• Rebuilding existing PCs to improve performance.
• Independently diagnosing desktop computing problems.
• Ensuring system security consistent with county policies and procedures.
  
• Tests hardware and software for integrity and performance.

• Knowledge of computer science principles and practices, including knowledge of relational data base systems, structured design and programming, data communications, quality assurance, information technology security and knowledge-based systems.
• Knowledge of micro, mini and personal computer hardware and software and of system setup and troubleshooting same.
• Knowledge of PC LAN system design and operation. Knowledge of a variety of office automation systems. Knowledge of the organization and operation of business department to which assigned or the ability to rapidly acquire such knowledge.
• Knowledge of Quality Assurance and Information Technology security principles and practices. Knowledge of source and object code library management systems (e.g. Panvalet), and Web application developers (e.g. WebSphere) and JCL (Job Control Language).
• Skill in migrating and implementing application software from a development stage to a production stage. Skill in developing and maintaining operational documentation for production applications and processes for use by non-technical and technical staff.
• Skill level in the use of spreadsheets, word processing, graphics, communications, data base management systems, and integration of data between diverse systems.
• Ability to use and interpret technical manuals.
• Ability to install IS components, install and test software.
• Ability to understand and apply basic quality assurance and computer/network security practices and departmental Information Technology security policy and standards.
• Ability to work with and provide assistance and training to non-technical staff-clerical, and professional and managerial.
• Ability to effectively communicate in verbal and written form.
• Ability to work independently, and follow standard operating procedures and departmental policies and standards.
• Ability to communicate effectively, both orally and in writing.
• Ability to apply policies, standards and procedures in the absence of information technology management.

Minimum Qualifications

Two years of course work with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; two (2) years experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software.

Note: Two (2) years of course work with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; may be substituted on a year-for-year basis with additional years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software for a combined total of four (4) years of education and experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. These four (4) years must still be supplemented by coursework or certification in computer system administration or a related field.

Note: Two (2) years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software, may be substituted on a year-for-year basis with additional years of education in information technology or related degree program for a combined total of four (4) years of education and technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. These four (4) years must still be supplemented by coursework or certification in computer system administration or a related field. A year of education shall be defined as two (2) full-time semesters or 30 credit hours.

NOTE: Two years of course work with an AA certificate is defined as an Associate's Degree or higher. Related IT degrees such as a Bachelor's, Master's, or PHd should also indicate "Yes" to meeting this requirement.

NOTE: Accredited University or College is the recognition from an accrediting agency that an institution maintains a certain level of educational standards. The U.S. Department of Education maintains a database of accrediting agencies it recognizes for schools within the United States.

For a University or College outside the United States, the applicant must provide documentation of accreditation and educational equivalency, which can be accomplished through a credential evaluation service. Applicants with a foreign degree must provide this documentation upon the close of the announcement.

Supplemental Qualifications

Preference will be given to:
1) Experience with Google Suite
2) Public Sector Experience
3) Prior work experience with CJIS Security Policy
4) Prior work experience with HIPAA/Medicaid compliance requirements and best practices in Information Technology.