CLASS SPECIFICATION
INFORMATION TECHNOLOGY TECHNICIAN III
DEFINITION OF CLASS
This is journey level technology support work performing a variety of tasks
such as:
monitoring, upgrading and maintaining web page sites; troubleshooting complex
technology problems for department or government wide systems; installing,
maintaining, and testing software and hardware; developing a variety of user
information guides, documentation, and procedures in such areas as systems
access and security related areas; providing input into specification requirements
relating to the purchase and installation of software and hardware, including
servers; developing ad hoc reports on a variety of technology related issues;
coordinating with other county departments and agencies, state agencies and
other outside groups; responding to data information requests for county government
programs; developing and delivering training in department or agency specific
operating systems from an end user standpoint; collecting data from users
in support of technology analysis functions; performing backup functions for
technology applications; troubleshooting operational problems in a help desk
environment; and performing technology support functions for technology specialists
and experts. Contacts are usually with others within the organization or other
parts of the government who are requesting assistance with technological operational
issues or problems. Contacts can be with individuals with their own organization,
other parts of the government, or outside groups including citizens. The purpose
of these contacts is to provide information, satisfy data requests, or resolve
operational and technology performance issues. The work involves providing
limited service and assistance to the public.
An employee in this class possesses specialized skills and experience in a
wide range of technology support work in specific software packages, JCL,
hardware or a particular operating system. At this level the worker is usually
proficient in the assigned work areas and exercises independent judgment and
initiative in carrying out assignments, handling problems and deviations in
work assignments in accordance with instructions, policies, procedures and
accepted practices. Guidelines for the work are normally available, but may
not cover new or unusual situations encountered. An employee uses judgment
and resourcefulness to modify or adapt guidelines to resolve situations. An
employee may recommend changes to guidelines based upon their experience.
The duties involve a variety of processes and methods, and require analysis
to choose a course of action. An incumbent performs functions that assure
the necessary infrastructure support of technology needs is provided to individuals,
groups of individuals, agency specific programs for applications that cut
across the government as well as services provided to the public. Service
delivery is critical in maintaining system operation, and the ability to quickly
assess technology issues and provide solutions is critical to success. The
breadth and depth of knowledge and skill of an incumbent of this class provides
assurance that essential systems and applications are fully functioning during
government operations. The work involves minimal exposure to hazards. The
work of some employees can be performed in a rotating shift operating environment.
Employees are required to lift and carry boxes, equipment, and other items
weighing as much as 50 pounds, and bend or stoop to connect equipment to floor
jacks.
EXAMPLES OF DUTIES: (Illustrative Only)
Serves as a department's or the government's primary point of contact to troubleshoot
technology performance and operational problems for complex operating systems,
software packages, web pages, and eGovernment transactions. Troubleshooting
might also involve network operational issues including terminal malfunctions
and connectivity issues. Quickly identifies the problem, and takes the necessary
corrective action.
Operates, maintains and monitors computer equipment in a multiprocessing environment
within a department or agency, or in locations throughout the county such
as libraries, service centers, police stations, and fire houses. Resolves
operational problems with stand-alone mainframes and peripheral equipment
such as high-speed printers. Initiates daily backup routines.
Provides assistance and support to individuals or a group of technology specialists.
This assistance usually includes providing support in systems analysis, system
installation and system testing activities. Writes reports in support of the
systems analysis activities.
May lead a team of technicians in the installation and upgrades of software
packages, hardware, LAN based systems, and database management/administration
activities. May coordinate work, review workload, determine priorities and
coordinate work assignment to increase effectiveness and efficiency.
May provide guidance to lower level technicians.
Administers a variety of software packages, scheduling tools, forms and report
generating tools in support of technology applications.
Provides assistance in the development of new system requirements. This role
can include working with technology specialists in the conduct of research
on the capabilities of various systems including hardware, operating system
environment, user support, etc. Systems researched can include small to large
applications as well as systems that support an activity, program or government-wide
application.
Writes specification requirements for technology support procurements. Works
with technology specialists in researching capabilities, requirements, application
and use of specific technology applications.
Develops, maintains, monitors or makes recommendations for enhancements to
web pages based on direct interaction and feedback from users.
Assists with technology contractor management by providing information as
to contractor performance and progress on contract milestones.
Conducts studies in the technology security arena. Based on standard approaches
and applications, randomly conducts security checks on operating systems within
an agency or department.
Writes systems documentation in support of computer applications. Written
documentation includes new systems requirements, modifications to existing
systems, changed requirements of system updates, and new versions of software
applications.
Conducts training for user groups.
Performs related duties as required.
MINIMUM QUALIFICATIONS:
Experience: Three years of experience in technology support or technician
work, at least one year of which must been at a progressively responsible
level involving the use of specialized knowledge, skills and abilities in
complex technology support activities such as LAN administration, web page
enhancements, troubleshooting, software administration, and/or mainframe operation.
Education: Completion of high school or High School Certificate of completion
recognized in the State of Maryland. Certifications in specific hardware,
software or other technology related matters may be necessary depending on
the duties of the position.
Equivalency: An equivalent combination of education and experience may be
substituted.
Core Competencies/Knowledge, Skills and Abilities (KSAs):
Technical Competencies (An incumbent possesses competency in one or more of
the technical
areas below):
Basic competency in/knowledge of operating systems, including a basic understanding
of desktop applications, database management, help desk operations and troubleshooting,
user training/support, LAN support, departmental programs, server administration,
network administration, systems design, emergency control center, and mainframe
operating systems and their applications in order to assure continual, uninterrupted
operation of computer systems and equipment.
Basic competency in /knowledge of programming languages and software packages
such as JCL, SQL, Visual Basic, Windows, word processing, and other database
and data presentation packages to design, develop and support end users.
Basic competency in/knowledge of program menus, project planning and evaluation,
program development, systems application development, management reporting,
web development/maintenance, software/hardware support, troubleshooting, program
support, strategic planning, network management, training and emergency control
center. Some positions in this class may require the knowledge of job control
language and ROSCOE in order to initiate certain operational requests, standard
reports and other applications associated with computer operations.
Basic competency in/knowledge of information systems/network security methods,
including plan network implementation, system security, training, mainframe
use, network administration, systems analysis, emergency control center and
RFP development, for ensuring, protecting and resolving the security of information
systems and network services.
Basic competency in technology applications to conduct research and development
activities to plan, implement and administer new technologies.
KSAs and General Competencies:
Knowledge of team dynamics and workload distribution and management principles
and practices in order to coordinate a team of technicians in the implementation,
installation, monitoring and/or maintenance of technology applications.
Knowledge of procurement and contracting practices and principles to develop
support-based specifications or monitor contractor performance
Knowledge of web-based technology to monitor, maintain, implement of design
web-based applications.
Knowledge of systems analysis practices and techniques in order to support
technology specialists and experts in systems review, systems life cycle and
user requirements identification.
Skill in installation requirements for hardware, software and other technology
applications in order to assure timely use of technology by users.
Skill in diagnosing technology applications capabilities and requirements
in order to resolve operational problems.
Skill in the use of spreadsheet software packages in order to present data
on technology operations.
Skill in data collection techniques in order to support technology specialists
in systems analysis and review functions.
Skill in designing forms in support of technology applications.
Skill in inventory control activities to keep track of equipment.
Ability to operate a variety of computer systems and peripheral equipment
in order to resolve basic operational problems.
Ability to work with clients and customers with courtesy and tact to satisfy
their expectations.
Ability to communicate effectively, both orally and in writing.
Ability to identify problems, use creative thinking and sound judgment to
generate and evaluate alternatives, and to make decisions regarding proper
course of action.
Ability to quickly adapt to change.
Ability to cooperatively work as a member of a team.
Ability to plan work, set well-defined and realistic goals, evaluate and monitor
progress, and effectively manage time.
Ability to lift boxes containing computer support items and equipment such
as printers, computers, modems and monitors up to 50 pounds.
Ability to attend meetings or perform other assignments at locations outside
of the office, if necessary.
PROBATIONARY PERIOD:
Individuals appointed or promoted to non-bargaining unit positions in this
class will be required to serve a probationary period of twelve (12) months
if appointed and six (6) months if promoted, during which time performance
will be carefully evaluated. Continuation in this class will be contingent
upon successful completion of the probationary period. Individuals appointed
or promoted to bargaining unit positions in this class will be required to
serve a probationary period of six (6) months, during which time performance
will be carefully evaluated. Continuation in this class will be contingent
upon successful completion of the probationary period.
MEDICAL PROTOCOL: Core Exam
Class Established: July, 2001
Revised: April 2010