Technical Support 3
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General Summary of Function/Purpose of Position
This position serves as an analyst performing a wide range of professional assignments in an Information Technology environment. Serving as a technical expert, provides problem diagnosis, implementation, administration, support and maintenance of computer hardware, software and network products. Analyst provides on-site or remote access diagnosis and resolution of computer hardware and software problems using a highly integrated and specialized set of diagnostic tools with elevated privileges. The position also serves to lead, coordinate and oversee teams that work on processes, procedures and technical specifications; plans, designs and oversees analytical and technical assignments and the implementation of computer hardware, software and network components.
What are the essential duties of this position?
- Communicate effectively, both orally and in writing, with users, unit staff and Managers
- Maintain a broad system knowledge, knowledge of computer related equipment, and end user software
- Analyze operational problems
- Investigate alternative solutions and potential risk
- Initiate corrective action
- Record and report status
- Teach and assist other staff and users
- Project management
- Server support
- Telecommunications support
- Database systems support
- Enforce security standards
Provide support to the agency end users to maximize the productivity and efficiency of their computer-related equipment and processes. This position serves as a technical analyst in the implementation of computer technology and automation initiatives.
Duty 1
General Summary of Duty 1% of Time 40
Serves as a technical expert and provides problem diagnosis, implementation, administration, support and maintenance of computer hardware, software and network products.
Individual tasks related to the duty:
- Provide on-site or remote access diagnosis and resolution of computer hardware and software problems using a highly integrated set of diagnostic tools and techniques utilizing a specialized set of diagnostic tool and elevated privileges.
- Research, analyze, develop and document solutions new processes and procedures to implement new solutions for use by technicians to meet future problem resolution needs.
- Serve as technical experts providing support to other technicians.
- Administer, implement, and provide technical support of applications and associated hardware used in a client server environment utilizing a specialized set of diagnostic tools with elevated privileges.
- Administers and implements automated data processing systems and computer application programs.
General Summary of Duty 2% of Time 35
Lead, coordinate and oversee teams that work on processes, procedures and technical specifications. Plan, design and oversee analytical and technical assignments, and implementation of computer hardware software and network components.
Individual tasks related to the duty:
- Provide planning, design, and implementation of computer hardware, software, and network components.
- Lead in the development of processes and procedures to be used by IT technicians in the division and elsewhere in DTMB.
- Develop operational and installation procedures to be used by other staff for communication systems, hardware, network, security, storage and software.
- Analyze the need for, and develops, documents, implements and monitors information technology quality assurance standards.
- Serve as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters.
- Maintains records and prepares reports and correspondence related to the work.
General Summary of Duty 3% of Time 15
Maintain, administer and support remote application and file servers, network operating systems and local area networks in partnership with other areas of DTMB.
Individual tasks related to the duty:
- Troubleshoot Local Area Network connectivity issues through cables, switches and hubs.
- Administer network grou
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