Class Code: TO101
FLSA Status: Non-Exempt

Information Technology Support Analyst I 

Bargaining Unit: SEA

DEFINITION:

Under general supervision, an Information Technology Support Analyst I performs a limited range of technical computer support work while learning to perform the full scope of journey level work; performs system backups; resolves user’s technical support questions; receives, tests and installs networked and personal computers and related equipment; performs maintenance, troubleshooting and repair on computer hardware and routine user issues; and  performs related work as required.

DISTINGUISHING CHARACTERISTICS:

Information Technology Support Analyst I is the first working-level class in the series.  An incumbent in this class performs a limited range of hardware and software maintenance and user support tasks.  This class is distinguished from the higher-level class of Information Technology Technician II because an incumbent in the latter class performs the full-range of journey-level work.

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

The duties listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

  • Provides routine user support utilizing an established tracking system for help desk requests; responds to inquiries through the tracking system and over the phone; monitors and tracks problems and their resolution; identifies patterns of failure and applies knowledge of computer software and hardware procedures to implement solutions and diagnostic procedures. 
  • Performs routine system backup operations; performs the more routine installation, repair, and maintenance work on computers, printers, network hardware, switches, routers, and cabling; troubleshoots routine hardware problems and replaces failed components; installs technology systems and equipment in a proper and safe manner.
  • Assists in developing and writing user procedure manuals; teaches basic system operational procedures such as login and e-mail access; assists in configuring basic user environments to meet individual needs. 
  • Assists with inventory control of computer parts. 
  • Participates in assembling and testing new systems; assists with unloading, asset tagging, documenting and installing new computer equipment and removing, storing, and disposing of obsolete computer equipment. 
  • Assists with installing new application software as well as system hardware and software upgrades. 
  • Learns to perform user-level administration of Windows Active Directory (AD) and Exchange.
  • Assists in monitoring Windows servers, NIX  operating systems and networks; performs routine configuration maintenance; troubleshoots routine operation and configuration issues and tests system stability; performs reset, recovery and backup procedures.
  • Assists third party vendors with installations, upgrades, and application maintenance; helps with application troubleshooting, diagnostics, communication, and resolution.
  • Assists with minor procedures and related administrative tasks.
  • Creates, changes, maintains, data in ITS systems including installation, configuration, troubleshoot, data creation, builds images and deployment.
  • Assists with maintaining, monitoring and supporting transit ticketing systems including hardware, installations, upgrades, equipment, and applications.
  • Operates standard office equipment; utilizes computer software in performing job tasks. 
  • Drive a Santa Cruz METRO vehicle to perform assignments.
  • Performs related work as required.

EMPLOYMENT STANDARDS:

Knowledge of:

  • Workplace safety issues related to the use of computers.
  • Basic Microsoft Windows 
  • Basic (TCP/IP,  networking
  • Basic Microsoft Office application software including Word and Excel.
  • Basic knowledge of NIX operating systems.
  • Basic computer and networking hardware
  • Basic remote access technologies.
  • Basic anti-virus technologies.
  • Basic security protocols.
  • Workplace safety issues related to the use of computers
  • Basic mathematics including percentages and basic statistics.
  • The effective use of modern office equipment, personal computers, and standard business software. 

Ability to:

  • Clearly and effectively present technical information to both technical and non-technical users.
  • Read and interpret technical manuals, procedures, and instructions.
  • Troubleshoot and diagnose basic system and application problems in order to maintain system operation.
  • Adhere to established work schedules and timelines.
  • Balance multiple assignments simultaneously and effectively.
  • Utilize standard office equipment and computer software and learn to use specialized Santa Cruz METRO software if assigned.
  • Communicate clearly and effectively in both oral and written form.
  • Establish and maintain effective working relationships within the department and with other divisions, departments, agencies, suppliers, vendors, and the public.
  • Install computer hardware and software
  • Provide helpdesk support for desktop application
  • Utilize helpdesk tracking systems
  • Work with users and co-workers on one-on-one or small group informal bases to demonstrate application and or business processes.

MINIMUM QUALIFICATIONS:

Any combination of experience and education that would likely provide the required knowledge and abilities is qualifying.  A typical way to obtain the knowledge and abilities would be: 

Education, Training and Experience:

 One (1) year certification of proficiency from an accredited college in computer science.

AND /OR

Two (2) years of technical computer support experience.  

Experience providing customer support using a help desk ticket tracking system is desirable.

LICENSES AND CERTIFICATES:

A valid California Driver’s License will be required at the time of appointment and throughout employment.

Must be able to obtain and maintain a current, valid California Class “C” Driver’s License.

PHYSICAL AND MENTAL DEMANDS:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands 

While performing the duties of this job, the employee is frequently required to reach with hands and arms; walk, sit and stand; use finger dexterity; talk and hear; and use a keyboard.  Work often requires stooping at the waist and the repetitive use of both hands to grasp and feel objects.   Work may require lifting up to 20 pounds unaided.   Specific visual abilities required for this job include close vision, distance vision, the ability to see colors and shades, and the ability to perceive depth. 

Mental Demands 

While performing the duties of this job, an employee uses written and oral communication skills; reads and interprets data, information and documents; solves problems; uses math and mathematical reasoning; performs detailed work; deals with multiple concurrent tasks; and interacts with others encountered in the course of work.

Work Environment: 

The employee typically works in a standard office environment where the noise level is moderate.

OTHER CONDITIONS OF EMPLOYMENT:

  • Must pass requisite background check.
  • May occasionally work extended hours or hours outside of regular schedule. 

*Adopted: 12-11-18

*BOD Approved: 08-23-2019

*Revised: 00-00-00

*Job Family: Information Technology Technical

*Job Series: Information Technology Support Analyst

*Job Series Level: Entry/First working

*Confidential: No