Information Technology Technician - LTE

Individuals in this classification provide junior and senior level professional services under close supervision. Job assignments which fall under this classification in the Department of Administration are: End User Services Supervisor. Job assignments which fall under this classification in the Department of Health and Human Services are: Applications Support Analyst and Technical Support Analyst.

Specific work assignment details can be found in the supplemental information section.

This is a broad classification in which the employees are professionals in one of the above areas. They have developed some skills in specific areas and are continuing to add to their skill and experience level. Work is done under close supervision. Principal Information Technology Professional and Senior Information Technology Professional level employees are used as mentors on the more complex and large technical projects. Work is done independently on less complex and smaller projects. Individuals must be able to take responsibility for prioritizing and completing their work in their assigned areas. They must be able to analyze information and problems, evaluate alternatives, resolve problems, implement solutions, and maintain existing applications. They may work on teams for large projects and must be able to function as a team member. They are responsible for getting new applications up and running and for ensuring that the existing systems are performing. In order to advance through this band, they must demonstrate that they are achieving new competencies in addition to experience. Individuals typically select one area to concentrate in at this level and work toward developing advanced level expertise in that area.

You must meet these minimum Training and Experience requirements:

• High school graduation or GED.
• Three (3) years of progressively responsible work experience in one or more appropriate areas such as computer operations, information processing, systems analysis, system support, applications development, microcomputer support, network support, database analysis or support or a closely related field.
• Post high school education from a recognized technical school, college, or university in computer science, management information systems, or a closely related area may substitute for the work experience on a year-for-year basis.

Reporting to the Technology Support Supervisor of Department of Health and Human Services (DHHS), this position performs tasks related to technical support for Department-specific software applications, application specific State Reporting and audio visual support and acts as a primary client liaison for end-user support. The staff will provide top level technical support for clients as needed, and serve on Department-wide technical projects. This position works collaboratively with the Department of Administration (DOA) Information Technology Division (IT) as it relates to applications. This position will provide support to all Department-supported areas and the position will be responsible for maintaining technical support systems that provide technology support infrastructure and support services to the Department.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES

• 
  Develops and maintains good customer service, collaborative and interpersonal communication skills.
• Perform routine system maintenance and configuration tasks for software applications.
• Serves as a lead worker in administration and operation of the HHS Technical Support Work Request system.
• Troubleshoot technical issues related to hardware/software.
• Ensures that quality of service standards are met.
• Develop and maintain documentation of procedures and work plans.
• Ensure that internal procedures and work tasks are easily understood and readily available.
• Attends meetings as directed, attends professional development offerings, and participates in County-wide technology support activities such as ad-hoc project teams and core services as appropriate.
• Thoroughly documents resolution of tickets within the HHS Technical Support request system for easy reference by other members of the BAS staff.
• Effectively prioritize HHS Technical Support Requests to ensure minimal down time for end users.
• Establishes and maintains effective working relations with staff, vendors, division managers, and other employees at all levels of the Department.
• Monitors technical support requests, monitors and maintains the support request ticketing system, and delivers solutions for technical support requests.
• Backup to Technical Support Supervisor maintaining and administering adds, deletions, updates to HHS user accounts.
• Perform testing and research on potential new hardware/software for use within the Department.
• Maintain documentation of user assigned hardware in the designated software application.
• Configure and track cell phone distribution.
• Collaborates with the Department Centralized Records Supervisor / HIPAA Privacy and Security Coordinator to provide security solutions that meet established County standards and industry best practices.
• Assists in planning events, plans dates, coordinates locations, materials, audio/visual, and/or other set-up requirements, and coordinates logistics on-site during event or program.
• Creates and maintains knowledge articles for end users to reference.
• Manages confidential and sensitive information and documents, situations and requests.