IT Statewide Systems Technician 1-4 AP

MINIMUM QUALIFICATIONS:
Four years of experience in information technology; OR

Six years of fulltime work experience in any field plus two years of experience in information technology; OR

An associates degree in information technology plus two years of experience in information technology; OR

A bachelors degree plus two years of experience in information technology; OR

A bachelors degree with twentyfour semester hours in an information technology computer science engineering mathematics or business analytics field plus one year of experience in information technology; OR

A masters degree plus one year of experience in information technology.

EXPERIENCE SUBSTITUTION:
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of fulltime work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.

NOTE:
A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion provided the appointment is made from a Certificate of Eligibles.

FUNCTION OF WORK:

To serve as a technical lead for a statewide information technology end user function.

LEVEL OF WORK:

Experienced.

SUPERVISION RECEIVED:

Direct from a higherlevel IT Statewide professional with assigned supervisory responsibilities. May also receive supervision on a project basis from other IT Statewide professionals. Other reporting relationships may be approved by SCS.

SUPERVISION EXERCISED:

May provide guidance to lowerlevel IT Statewide personnel.

LOCATION OF WORK:

Division of Administration Office of Technology Services

JOB DISTINCTIONS:

Differs from IT Statewide Technical Support Analyst 3 by the presence of serving as a technical lead in support of a statewide information technology end user function.

Differs from IT Statewide Systems Technician 2 by the absence of serving as a technical lead involving moderately complex tasks for a statewide information technology end user function.

The Office of Technology Services aims to be a responsible partner in delivering innovative effective and reliable solutions that support and enhance the IT functions within Executive Branch Departments. The Office of Technology Services will work to increase the return on the States investment in technology by promoting smart decisionmaking solving problems intelligently increasing the rate of project success and fostering a skilled and professional staff.

The OTS End User Computing unit provides support for approximately 30000 end users and devices in 600 offices statewide. The Statewide Systems Technician is primarily responsible for responding to requests and resolving problems that are reported via the phone email and the service management ticketing system. The incumbent in this position and is directly responsible for providing excellent customer service through interaction with end users as the secondary or first point of contact for service requests. In addition they may provide software and application technical support for OTS customer devices and associated peripherals along with basic and intermediate troubleshooting of the Local Area Network and server equipment. The incumbent may fully resolve and complete user requests as well as coordinate and assist other OTS services teams and third party vendors to troubleshoot and resolve hardware and software problems. The systems technician also participates in training for customers on the use of hardware software and applications and participates in statewide emergency preparedness and response planning and support activities. The hardware to be supported includes a variety of brands models and form factors that are in use across the state and the software and applications to be supported include offtheshelf as well as custom developed packages. The OTS customer field offices around the state range in size and complexity and may require support for specialized software and equipment as well as complex network video conferencing and Audio/Video equipment in conference rooms and training labs.

All work tasks are assigned and monitored through the service management ticket system and the automatic call distributor.

35 Will act primarily as the second point of contact and secondarily as the first point of contact to provide end user support to the customer by providing but not limited to ticket creation information updates tracking of service requests performing basic and advanced hardware and software troubleshooting. Performs user and system account management tasks such as resetting passwords and updating user information. Performs advanced password administration for specialized programs. Provides support to user by providing guidance to questions about intermediate and advanced usage of software network and hardware. Will assist the customer by the installation maintenance and configuration of standard and advanced software and applications. Will performs escalations of incidents and requests to higherlevel staff. Functions as the lead liaison with the end user and the vendor community. Provides intermediate and advance support for: hardware troubleshooting software troubleshooting network troubleshooting and application troubleshooting support for devices including laptops tablets phones printers scanners audio video units fax units and associated peripherals.

20 Performs installation configuration break/fix and troubleshooting tasks. Performs intermediate and some advanced local area network troubleshooting of network routers switches and hubs and cabling. Performs Active Directory administration of user and computer objects.

20 Performs as the lead in coordinating and interacting with technical staff from other teams third party contractors and manufacturers/vendors to assist with providing: hardware device software and application troubleshooting for resolution of issues and problems as needed. Identifies opportunities for improvement of services and operations and may act as a resource to implement improvement changes. Performs trend root cause analysis and research then makes recommendations to management staff. Functions as a subject matter expert for computer support for one of more state agencies. Acts as a team leader on project initiatives. Performs complex troubleshooting information gathering research and documents solutions for issue and problem resolution.

10 Participates in scheduled oncall rotation to provide afterhours support. May function as an escalation resource for the teams on call process. Develops complex SOPs (technical procedure documentation technically advanced instructional documentation and technical customer support guides). Will provide technical knowledge transfer and training for lower level technical services staff. Participates in the continuation of higher education and skills growth training related to end user support tasks. May need to provide additional level 1 support to the incident management team. Participates in meetings with supervisors technical and program office staff. Participates in statewide emergency preparedness response planning and may lead in support activities for the team.

10 Aids with onboarding and training new employees. Will function as a lead tech on the remote desktop support team. Will function as liaison between the Remote Desktop Support and Incident Management Team supervisors. Will be able to provide at least limited support for all other areas of the Advance Remote Support unit. Primary resource to attend meetings if supervisor is unable to do so. Will act as service owner for Executive VIP process in the absent of the supervisor.

5 Work on other assigned tasks such as but not limited to special projects analysis studies and plans as directed.