Information Technology SS IV
1 month ago
Information Technology SS IV
Performs highly complex (senior-level) computer systems analysis work for Regional and State IT operations in a call center environment.
Work involves planning and analyzing user requirements, procedures, and problems to automate processing or to improve existing systems.
Work involves technical and tactical management of projects, technical solutions, enhancements, and modifications to desktop and network infrastructure.
Work involves installation, configuration, maintenance, and troubleshooting of local area network, servers, workstations, hardware and software.
Conduct research, testing, documentation, and implementation of new technical solutions or enhancements.
Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
Essential Job Functions:
Performs complex or advanced technology support functions for Regional and State IT operations in a call center environment including troubleshooting and solving problems related to computer systems or programs. 25%
Performs complex or advanced technology support functions for Regional and State IT operations in a call center environment including troubleshooting and solving problems related to computer systems or programs. 25%
Analyze and evaluate new or existing computer applications, procedures, information systems, or utility programs business requirements, system requirements, and equipment configurations in relation to business processes, equipment and techniques for applicability, reliability, efficiency, speed, cost, flexibility, and meeting customer needs. 20%
Directs activities/projects to resolution including the technical analysis, planning, design, implementation, coordination, organizing of tasks within the call center involving multiple resources both inside and outside the agency to ensure effective service delivery of HHS customers. 10%
Evaluates and recommends action on testing and certification of software and hardware upgrades. 10%
Oversees studies and the preparation of reports that include study findings, recommendations, and instructions for proposed system implementations; formulates logical descriptions of problems; and devises optimum solutions. 5%
Determines operational, technical, and support requirements for the location, installation, operation, and maintenance of data processing, data communications, and computer and management information systems. 5%
Assists in advising management and users regarding HHS policies and procedures (5%)
Attend meetings, trainings, seminars as assigned (5%)
Trains others (5%)
Completes special projects as assigned (10%)
Knowledge Skills Abilities:
Graduation from an accredited four-year college or university with major course work in computer networking, computer science, computer information systems, management information systems, or a related field is generally preferred.
Knowledge of agency business applications
Knowledge of the limitations and capabilities of computer systems
Knowledge of information technology equipment
Knowledge of computer hardware and software, of computer operating systems
Knowledge of computer hardware, software and LAN environments
Knowledge of supporting and maintaining Windows based servers
Knowledge of Microsoft Windows Active Directory Domain administration and support
Knowledge and experience in support of network facilities and data processing techniques, of personal computer hardware and software, of network operating systems, data security protocols; performance monitoring and capacity management tools.
Skill in coordinating and solving problems
Skill in scheduling, testing, installing, and implementing programs;
Skill in troubleshooting computer systems
Skill in technical documentation
Ability to analyze systems and procedures
Ability to analyze, identify, and solve technical problems
Ability to troubleshoot complex network problems in an Active Directory environment
Ability to write and revise standards and procedures
Ability to handle multiple projects
Ability to communicate with diplomacy, communicate effectively both orally and in writing
Ability to establish and maintain effective working relationships
Ability to organize and prioritize work
Ability to facilitate meetings and group training.
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