Information Technology Specialist

DEFINITION

Under general supervision, provides technical and specialized hardware and software application and system support for Technology Services operations; ensures the accessibility, integrity, and security of computer local area networks (LAN) and wide area networks (WAN) and systems; performs user support and training; serves as an advisor to user departments in order to maintain existing databases and develop future database applications; and performs other related duties as required.

DISTINGUISHING CHARACTERISTICS

This journey level classification is responsible for independently performing specialized technical duties in support of the Agency’s technology services and operations. Positions at this level exercise judgment and initiative in their assigned tasks, receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit.

SUPERVISION RECEIVED/EXERCISED

Receives general supervision from the Information Technology Manager. Exercises no direct supervision over staff.

EXAMPLES OF ESSENTIAL FUNCTIONS (Illustrative Only)

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

Duties may include but are not limited to the following:

• Performs complex configuration, modification, testing, and implementation of vendor software
• Develops, coordinates, and implements plans to test functional agency processes.
• Manages and executes installation upgrades and system patches, tracks system enhancements and equipment upgrades to resolve problems
• Installs, configures, and maintains SQL and Oracle data servers, including capacity planning, monitoring growth, and developing and configuring database management tools for client uses.
• Manages user accounts, roles, and privileges to ensure data security; performs regular audits, monitors transaction logs and addresses vulnerabilities to maintain database integrity
• Performs regular database backups; develops and tests recovery plans and ensures database maintenance; responds to database outages and performance issues restoring normal operations efficiently.
• Develops, validates, and deploys scripts for database operations ensuring smooth and efficient database functionality.
• Assists with the development and administration of request for proposals (RFP) to acquire applicable programs or systems from vendors to meet department needs.
• Prepares cost/benefit analysis, project cost estimates and justification for new or enhanced computer applications; plans, schedules, monitors, and leads project implementations.
• Participates in the development and administration of budgets, revenue rates, and expenditures.
• Performs and coordinates local and wide area network activities to ensure hardware/software compatibility and compliance with policies, goals, and objectives.
• Installs new equipment, systems, programs, and software upgrades; interfaces computers with peripheral equipment; administers computer systems, usage, and programs.
• Provides desktop support to Agency staff; evaluates, troubleshoots, diagnoses, and resolves computer hardware, software, network, related equipment, and communication connectivity problems; determines when service calls are needed.
• Trains users in operating systems, software, and hardware.
• Participates in special projects, as directed.
• Maintains related files, logs and records related to assigned activities
• Maintains current knowledge of technological advances in the field
• Performs other related duties as required.

PHYSICAL, MENTAL AND ENVIRONMENTAL WORKING CONDITIONS

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; to operate a motor vehicle and visit various Agency sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 25 pounds.

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing divisional policies and procedures.

OTHER REQUIREMENTS

Some of these requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations. For more information, see SCV Water Employee Manual Policy No. 4 – Americans with Disabilities, or the following link: SCV Water Employee Manual.

According to California state law, all Agency employees are disaster service workers and are expected to participate in emergency response initiatives. This could include contributing to the emergency planning process, participating in disaster exercises and training, as well as potentially responding to support actual emergency events. For more information, please see Section 6.10 of SCV Water Employee Manual Policy No. 6 – Recruitment and Hiring, or by clicking this link: SCV Water Employee Manual.

QUALIFICATIONS (The following are minimal qualifications necessary for entry into the classification.)

Education:

• An associate degree in computer science, information systems, business information systems, or closely related field.

Experience:

• Four (4) years of increasingly responsible experience providing technical support for information technology systems and infrastructure.

Licenses and Certifications

• Possession of a valid California Driver's License, or evidence of equivalent mobility, to be maintained throughout employment.
• Possession of a Microsoft Certified Professional or comparable certification to be maintained throughout employment.

KNOWLEDGE / SKILLS / ABILITIES (The following are a representative sample of the KSAs necessary to perform the essential duties of the position.)

Knowledge / Skills of:

• Operational characteristics of computer, network, server, and communication systems, hardware, software, and peripheral equipment.
• Principles, practices, methods, and techniques of troubleshooting, diagnosing, and resolving computer, network, server, and communication systems hardware, software, and peripheral equipment issues.
• Relational database practices.
• Common application programming languages.
• Standards and protocols for data communications and methodologies for database management.
• Principles and practices of information technology security.
• Methods and techniques of eliciting information and performing diagnostic procedures on technology systems.
• The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
• Applicable federal, state, and local laws, codes, and regulations as well as industry standards and best practices pertinent to the assigned area of responsibility.
• Modern office practices, methods, and equipment, including a computer and applicable software.
• Methods and techniques of effective record-keeping and report preparation.
• Oral and written communication skills.
• Agency and mandated safety rules, regulations, and protocols.
• Techniques for providing a high level of customer service, by effectively dealing with the public, vendors, contractors, and Agency staff.
• Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.
• Interpersonal skills using tact, patience, and courtesy.

Ability to:

• Monitor assigned systems for performance issues.
• Use new and existing hardware and software.
• Diagnose, troubleshoot, and analyze problems and identify solutions for database management, communication, and network systems.
• Deal tactfully with the users and staff in providing information, answering questions, and providing customer service
• Maintain a variety of filing, recordkeeping and tracking systems.
• Respond to and effectively prioritize a high volume of phone calls and other requests for service.
• Understand emerging technology and its application to agency programs and services
• Lead, coordinate, and track activities that are part of complex simultaneous projects
• Use tact, initiative, prudence, and judgment within general policy and procedural guidelines.
• Organize work, set priorities, meet deadlines, and follow-up on work assignments
• Work independently and as part of a team.
• Make sound decisions within established guidelines.
• Observe safety principles and work in a safe manner.
• Effectively use computer systems, software applications, and modern business equipment to perform a variety of work tasks.
• Communicate effectively, both verbally and in writing.
• Establish and maintain effective working relations with Agency staff, outside agencies, and the public.