Provide enterprise and user support for implementation, troubleshooting, and maintenance of Information Technology (IT) systems. Help manage day-to-day IT operations, monitoring and problem resolution for all of the client, server, storage, network devices, mobile devices, etc. Bachelor’s degree in a technical discipline from an accredited college or university. Five years of additional system administration experience may be substituted for a Bachelor’s degree.
• Provides support for implementation, troubleshooting and maintenance of Information Technology (IT) systems.
• Manages IT system infrastructure and any processes related to these systems.
• Provide assistance to users in accessing and using IT systems
• Provides support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
• Provides Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems.
• Provides support for the escalation and communication of status to agency management and internal customers.
• Optimizes system operations and resource utilization, and performs system capacity analysis and planning.
• Provides support for the dispatch system and hardware problems and remains involved in the resolution process.
• Provides in-depth experience in trouble-shooting IT systems.
• Configures and manages UNIX and Windows operating systems and installs/loads operating system software, troubleshoots, maintains integrity and configures network components along with implementing operating systems enhancements to improve reliability and performance.
• Provides detailed analysis and feedback to agency management and internal customers for escalated tickets.
- Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
- Systems Analysis — Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
- Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
- Systems Evaluation — Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
- Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Operation Monitoring — Watching gauges, dials, or other indicators to make sure a machine is working properly.
- Programming — Writing computer programs for various purposes.
- Speaking — Talking to others to convey information effectively.
- Troubleshooting — Determining causes of operating errors and deciding what to do about it.
- Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
- Quality Control Analysis — Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
- Time Management — Managing one's own time and the time of others.
- Writing — Communicating effectively in writing as appropriate for the needs of the audience.
- Coordination — Adjusting actions in relation to others' actions.
- Equipment Maintenance — Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
- Equipment Selection — Determining the kind of tools and equipment needed to do a job.
- Operation and Control — Controlling operations of equipment or systems.
- Operations Analysis — Analyzing needs and product requirements to create a design.
- Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
Title: Job Zone Four: Considerable Preparation Needed
Education: Most of these occupations require a four-year bachelor's degree, but some do not.
Related Experience: A considerable amount of work-related skill, knowledge, or experience is needed for these occupations. For example, an accountant must complete four years of college and work for several years in accounting to be considered qualified.
Job Training: Employees in these occupations usually need several years of work-related experience, on-the-job training, and/or vocational training.
Job Zone Examples: Many of these occupations involve coordinating, supervising, managing, or training others. Examples include accountants, sales managers, database administrators, teachers, chemists, art directors, and cost estimators.
SVP Range: (7.0 to < 8.0)