CLASS SPECIFICATION Systems Support Analyst I

Transcription

1 San Diego Unified Port District Class Code: B837-UE03 CLASS SPECIFICATION Systems Support Analyst I FLSA Status: EEOC Job Category: Classified: Union Representation: Exempt Professionals No Unrepresented GENERAL PURPOSE Under general supervision, performs responsible systems and network administration functions for Port computer/enterprise and network operating system platforms; installs and configures workstations and other devices; provides basic telecommunications support; provides second level problem resolution and technical support services to Information Technology customers for the operation and use of personal computer, telecommunication systems and peripheral equipment, local and wide area networks, Internet and Intranet services, various server platform connections and secure remote access; and performs related duties as assigned. DISTINGUISHING CHARACTERISTICS is the first-level class in the customer technology support class series. Initially, incumbents learn the District s information systems environment, platforms and network infrastructure and perform a variety of duties in network, hardware and software support services, including the installation, configuration and troubleshooting of equipment, devices and software. ESSENTIAL DUTIES AND RESPONSIBILITIES The following statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 1. Provide first-level Help Desk Technical Support via telephone and requests by end users within the District. Serves as systems technician for desktop operating system platforms; installs, configures, integrates and administers enterprise, file, print and applications, client workstations and other devices; authorizes or executes the creation of system objects, including data directories, files, subsystems, job and message queues, communication and work station devices; ensures operating system is performing properly; installs, tests and configures applications and new software functionalities to applicable server and client platforms; using applicable languages, tools and utilities, writes scripts to automate startup and shutdown of various software and applications; provides system support for databases; performs database startups, shutdowns and recoveries; establishes, performs, monitors and adjusts system backup and recovery procedures and schedules; supports audio and visual equipment; supports District and departmental software applications; researches, designs and plans global software implementation; provide enduser support for remote access system and enterprise support for anti-spam/anti-virus DOCS v6 Page 1

2 system, sets up system images for workstations; administers user accounts, including network security, user profiles and user/group access and rights. 2. Provides basic telecommunications support for enterprise phone system; simple changes in system such as password and reset failed attempts. 3. Participates with members of the systems support team, ERP support team, technical and business system specialists, vendors and end users to ensure effective integration and concurrent connectivity of multiple platforms and networks; acts as project leader on automation projects, including preparing work plans and milestone charts; participates in development of technology policies and procedures. 4. Interviews, analyzes and documents end user system and network requirements; researches, tests and evaluates vendor hardware and software products; evaluates products for their conformance with customer requirements and compatibility with the District s operating system and network environment; makes recommendations on the selection and purchase of hardware and software; participates on large hardware and software migration and conversion projects; assists in installing multi-platform interfaces using Oracle and other software tools. 5. Using desktop management software and other tools and utilities, reviews and monitors systems performance statistics and fine tunes CPU load, memory, disk usage and input/output to achieve optimal system speed, reliability and performance; benchmarks systems and identifies and implements improvements to improve reliability and performance; assesses system capacity issues, evaluates software and other alternatives and recommends and performs hardware and software upgrades or replacements; installs and tests operating system releases, upgrades and fixes. 6. Receives, documents and coordinates inquiries and requests for technical assistance from customers on computers, peripheral equipment, local and wide area networks, Internet and Intranet services, various server platform connections and secure dial-in access; researches, troubleshoots, diagnoses and resolves the more difficult, second-level hardware, software and network connectivity problems to minimize system downtime, including performance degradation, problems in interactions between hardware, software and network operating systems and hardware/disk failures; configures, maintains and troubleshoots servers, workstations, laptops, printers and other peripheral equipment and hardware. 7. Maintains technical system and configuration documentation and logs and maintains technical knowledge base; documents network components, such as network schematics, physical hardware, cabling and changes to systems; documents network history, such as business environment, user information, past system problems, usage patterns and baseline information. 8. Acts as department liaison between District divisions, vendors and end users; coordinates with vendors on warranty repairs to network servers, workstations, hardware and other equipment. DOCS v6 Page 2

3 OTHER DUTIES 1. Trains end users on specialized District systems. 2. Monitors trends and developments in systems, networking and multi-platform communication technologies. 3. Attends technical training and ensures knowledge transfer between IT team members. QUALIFICATIONS Knowledge of: 1. Operating system architecture, characteristics, commands and components applicable to Windows 2000 and XP Professional Workstation, Windows 2000, 2003 and 2008 server, Novell Netware 6.5 and Suse Linux Enterprise Server Knowledge and experience with help desk call tracking systems, creating, assigning and completing work orders. General understanding industry Help Desk standards and operating procedures. 3. Principles, practices and methods of systems and network administration and maintenance, including procedures for establishing network connectivity. 4. Basic principles and practices of systems analysis and design. Familiarity with Network architecture and basic theory and principles of network design. 5. Database management systems and software, including architectures, tools, commands and utilities, applicable to systems administration responsibilities. 6. Advanced methods, principles, practices and techniques for troubleshooting and determining the causes of system, computer and PC hardware problems and device errors and failures. 7. Cable and wiring standards. 8. Desktop and portable computers, including hardware and software installation, operation and maintenance. 9. Standard business support software, including word processing, spreadsheet, presentation, graphics and database programs. 10. Federal, state and local laws, codes and regulations pertaining to the use of computer hardware and software. 11. Internet/intranet technologies and techniques and network systems. 12. Project management tools and techniques. Ability to: 1. Analyze complex problems, evaluate alternatives and make sound recommendations. DOCS v6 Page 3

4 2. Plan, organize and complete projects efficiently and in accordance with District quality standards. 3. Configure, maintain, manage and tune the operations of complex operating and network systems to achieve optimal technical performance and user support. 4. Understand and apply the analysis of functional requirements to the development of proposals, specifications and recommendations for efficient, cost-effective systems and technology solutions. 5. Obtain accurate and complete information from customers, in person and by telephone, to identify their needs and problems and develop responses and solutions. 6. Troubleshoot complex system, hardware, software and network connectivity problems and make or recommend modifications. 7. Install and configure PCs, peripheral equipment, devices and other technology tools. 8. Prepare clear, concise and accurate program documentation, reports of work performed, and other written materials. 9. Make sound, independent judgments within established guidelines. 10. Communicate clearly and effectively orally and in writing. 11. Work collaboratively and effectively as a project leader and member. 12. Establish and maintain effective customer-focused working relationships with managers, customers, vendors, consultants, employees and others encountered in the course of work. MINIMUM REQUIREMENTS Education, Training and Experience: Graduation from a four-year college or university with a major in computer science, management information systems or a closely related field; and two years of progressively responsible experience in systems administration and/or customer support in an information systems operating environment similar in size and complexity to that of the Port or graduation from high school or G.E.D. equivalent; and four years of progressively responsible experience in systems administration and/or customer support in an information systems operating environment similar in size and complexity to that of the Port. Licenses; Certificates; Special Requirements: A current, valid California Class C driver s license at time of appointment and maintained at all times thereafter in order to operate a vehicle on District business. This position is subject to a pre-employment background check. DOCS v6 Page 4

5 An additional background check may be required to work at the San Diego County Regional Airport Authority (SDCRAA). PHYSICAL AND MENTAL DEMANDS Persons with disabilities may be able to perform the essential duties of this class with reasonable accommodation. Reasonable accommodation will be evaluated on an individual basis and depends, in part, on the specific requirements for the job, the limitations related to disability and the ability of the hiring department to accommodate the limitation. Resolution #: Dated: July 1, 2009 DOCS v6 Page 5