IT Support and Operations Specialist

Hardware and Software Support: Installs, configures, tests, maintains, repairs, and upgrades computer hardware, peripherals, operating systems and software applications. Determines hardware and software configuration requirements based on client and operational needs and develops or coordinates installation plans, schedules, floor plans, and contingency measures. Diagnoses and resolves hardware, software, and computer operations issues; customizes software settings and supports users with limited virtual machine and content management system needs. Evaluates the operational impact of new hardware and software products before implementation and monitors computer operations software following deployment. Develops, tests, implements, and maintains operations software programs and related report distribution, forms, and archival processes. Provides technical assistance and guidance to agency staff, coworkers, and customers regarding the installation and operation of new, existing, or upgraded hardware and software products. Schedules and coordinates customer training on the proper use and operation of new, existing, or upgraded hardware and software products. Performs site inspections and preventive maintenance to identify equipment or configuration issues. Maintains user accounts, identifiers, permissions, and authorizations in accordance with applicable federal and state requirements. Monitors system performance and distributes or manages client software through the network.

Problem and Change Management: Documents operational problems, incidents, service activities, and configuration changes in the appropriate problem, work, and change management systems. Researches and resolves operational, problem management, and change management issues and prepares supporting documentation.

General: Provides on-call and after-hours technical support when required. Consults with clients on technical issues and serves as a liaison among agency staff, State Network personnel, contractors, vendors, and customers regarding available, requested, and delivered services. Collects, analyzes, and summarizes system operations data and prepares technical documentation, project status reports, and other records supporting automation activities. Plans and prioritizes daily work independently and may assign, coordinate, mentor, lead, or review the work of other technical or analyst employees, agency staff, or contractors. Participates in planning, problem determination, and resolution activities and provides the technical interface between operations personnel and clients. Maintains adequate inventories of network and system equipment, materials, and supplies. Coordinates the pickup, delivery, receipt, and acceptance of vendor-provided equipment, materials, and supplies. Maintains technical proficiency through training, workshops, conferences, professional literature, and collaboration with peers and technical experts; shares relevant information and best practices with others.

Minimum Qualifications: Associate degree in computer science and two years of related technical and business experience. Two years of related technical and business experience may substitute for the required education on a year-for-year basis or post high school coursework in computer science and three years of related technical and business experience. Any equivalent combination of education and experience will be considered.

Other: Background/motor vehicle check will be required. Must have a valid driver’s license.

Knowledge Skills and Abilities

Knowledge of network planning, design and evaluation.

Skill in developing and implementing solutions to problems; operations analysis; identification of key causes; and system evaluation

Ability to communicate information to other electronically, telephonically, on paper and in person; read, understand and listen to communications from others.