Technical Support 3

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.

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