Technical Support

Job Title: Technical Support 3

Location: Detroit, MI

Duration: 1 year with extension likely

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

What is the function of the work area and how does this position fit into that function?

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.

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 CLIENT.
• 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 CLIENT.

Individual tasks related to the duty:

• Troubleshoot Local Area Network connectivity issues through cables, switches and hubs.
• Administer network groups, users and rights associations.
• Monitor and maintain local server backup systems.
• Assist in the rebuild of failed servers, including installation of hard drives, rebuilding network operating systems and restoring backed up files.
• Setup, support, test and troubleshoot print servers.
• On-site support for installation of Telecommunication hardware.
• Install and troubleshoot wiring and associated devices including transceivers, switches, hubs and routers.

General Summary of Duty 4 % of Time 10

• Other duties as assigned. Including local database administration, enforcing security standards, and virus/spyware remediation. Pursuing technical training and specialized client training in order to service all agency clients within a service area.

Individual tasks related to the duty:

• Provide for the updating of patches and virus repair.
• Seek out and attend relevant technical training.
• Attend special training sessions required by client sites to provide complete IT service.
• Carry out the directives of Management in support of providing customer service to clients of CLIENT.

Education/Experience Requirements.

Education:

• Information Technology Programmer/Analyst P11/12
• Possession of a Bachelor's degree with 21 semester (32 term) credits in one or a combination of the following: computer science, data processing, computer information systems, data communications, networking, systems analysis, computer programming, information assurance, IT project management or mathematics

Experience:

• Information Technology Programmer/Analyst P11
• No specific type or amount is required.
• Information Technology Programmer/Analyst 12
• Two years of professional experience equivalent to an Information Technology Infrastructure or
• Programmer/Analyst P11

Alternate Education and Experience –

• Information Technology Programmer/Analyst P11 - 12
• Possession of an associate's degree with 16 semester (24 term) credits in computer science,
• information assurance, data processing, computer information, data communications, networking, systems analysis, computer programming, IT project management, or mathematics and two years of experience as an application programmer, computer operator, or information technology technician; or two years (4,160 hours) of experience as an Information Technology Student Assistant may be substituted for the education requirement.

OR

• Educational level typically acquired through completion of high school and four years of experience as an application programmer, computer operator, information technology technician, or four years (8,320 hours) of experience as an Information Technology Student Assistant may be substituted for the education requirement.