Information Technology Analyst

Position Overview The Business Systems Section of the Department of Public Works is seeking a qualified Information Technology (IT) Analyst . Under general direction, provides technical analytical support to departmental information systems in two or more of the following general areas: application programming and/or application support; production, local area network and/or server support, and desktop support as needed; serves as technical advisor and liaison to vendors, contractors and department staff on system applications, hardware and/or software products, services and issues; may oversee and guide the work of technical support staff participating in system installation and or enhancement projects; and performs related duties as required. Ideal Candidate Have at least two years of increasing responsible experience in information technology support. Have proven analytical and problem-solving abilities with disciplined troubleshooting methodologies. Extensive knowledge in implementing SQL queries, stored procedures, and ability to design and implement database schema. Have firm sense of accountability and ownership for end-to-end project lifecycles. Have strong written skillset for tracking and documenting reported issues and resolutions. Have the ability to work effectively and efficiently with cross-functional teams. Have the ability to actively participate in multiple projects simultaneously. Possess understanding of technical design principles and experience in developing and implementing standards and best practices. Possess outstanding written and verbal communication skills and the ability to interact with diverse technical and non-technical groups spanning all organizational levels. Be self‑motivated with the ability to prioritize, meet deadlines, and manage changing priorities. Have the ability to be flexible and work well in a high‑pressure production environment with changing priorities and frequent "emergency issues". Have excellent customer service skills and experience in IT support of a diverse user community. About the Department The Department of Public Works is unique by being one of the few departments in San Mateo County to have its own internal, full‑service IT unit, Business Systems Section. BSS is a small group of dedicated IT staff who are responsible for a wide range of roles in Information Technology: from handling core IT functions to providing GIS support to handling access control. Working in BSS, staff have the opportunity to learn and work with many different aspects of technology including desktop support, enterprise application support, design/implement/maintain server, and network infrastructure, creating GIS maps and spatial applications, internet/intranet web design and support, databases, and even some programming opportunities. Examples Of Duties Experience in supporting Enterprise‑level applications, including Asset Management Systems (e.g., IBM Maximo, Assetworks) and Cost Accounting Management System (e.g., WinCAMS) Knowledge of the following systems is desired: Helpdesk/service management systems (Jira Service Management & Confluence) Perform a variety of business analytical duties in the design, implementation and maintenance of department information systems and applications. Confer with department staff to define application requirements and translate such business needs into technical solutions; prepare requirement specifications, designs and other documentation for departmental systems and/or subsystems. Analyze business processes for opportunities to improve automation using available resources and technologies and prepare recommendations and proposals. Organize staff application user‑groups to provide training on application use, identify future needs, and provide information to software vendors on application requirements. Determine short‑ and long‑range departmental system application needs for County services; plan software enhancements and changes to meet the needs of system users. Participate in departmental and county‑wide systems planning activities. Monitor and guide the work of technical support staff, as assigned. Create, update, and/or maintain intra and/or internet web pages, websites, and surrounding layers of files/links. Administer County policies and procedures to ensure security and integrity of all departmental databases. Design and deploy system utilities and monitoring software to configure hosts/servers, registries, security policies, network settings, server services and performance reporting; develop and/or modify native operating system scripts to ensure robust system and application performance. Knowledge of scripting and/or programming logic (e.g., Powershell, batch). Use database queries and programming languages to retrieve and develop data in department‑specific databases and to maintain the integrity of database structures. May evaluate and test system upgrades, Install, configure, maintain, troubleshoot and upgrade department software applications and troubleshoot hardware and software related problems. May receive requests for assistance related to complex desktop and computer related problems involving hardware, software applications and peripheral equipment; determine severity of problem and resolve or refer to appropriate personnel or vendor for resolution. May install, configure, troubleshoot, maintain and upgrade mid‑range computers and related equipment. May evaluate new hardware and software products for use by department staff; and provide expert advice to users on software applications. May train department staff in the use of computer hardware and software; develop programs and materials to maintain and upgrade the skills of departmental staff. Perform related duties as assigned. Occasional on‑call duties are required. Qualifications Methods and techniques used in troubleshooting and maintaining computer hardware and software applications. Programming languages and operating systems. Data organization and access methods in automated systems. Operational characteristics of various hardware platforms, peripheral equipment and desktop applications including electronic mail systems, spreadsheets, word processing, database, presentation graphics, client/server applications, and communication protocols. Job planning and prioritizing techniques for self and others Record keeping and filing principles and practices Skill/Ability to: Provide advanced technical and analytical support to multiple users of broad based applications. Analyze operational and systems problems, evaluate alternatives and reach sound conclusions. Use initiative and sound independent judgment within established procedural guidelines to support automation systems and software applications. Communicate effectively, orally and in writing, with both technical and non-technical personnel. Prepare clear, concise and accurate documentation, instructions, correspondence and other written materials. Organize work, set priorities for self and others and meet critical deadlines. Evaluate, recommend, implement, test and install software applications. Install, test, configure and support hardware and software used by the department. Monitor, troubleshoot and maintain local area networks and local portions of wide area networks. Develop and present comprehensive training material for the appropriate area. Respond effectively to user problems and needs. Maintain accurate records and files. Establish and maintain effective working relationships with those contacted in the course of the work. Education and Experience Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is: Education: Graduation from a four year college or equivalent technical certification with coursework in computer science, information systems, or closely related field; and Experience: One year of experience providing technical and/or analytical support in computer operations or production support. #J-18808-Ljbffr County of San Mateo