CLASS SPECIFICATION
INFORMATION TECHNOLOGY TECHNICIAN II
DEFINITION OF CLASS
This is developmental level technology support work performing a variety of
tasks such as: operating, monitoring or maintaining hardware both in a central
computer center or specific department environment; writing computer code related
to hardware operations (JCL); installing equipment and software packages; preparing
a wide array of reports; assisting in installing, customizing and maintaining
operating and network system hardware and software; assisting in troubleshooting
and resolving complex computer operating system problems; responding to customer
service requests; maintaining program menus; maintaining system access and security
codes; assisting in the development of disaster recovery capability; providing
LAN support; operating a help desk; providing support in database management
functions; performing process and operational analysis functions; and maintaining
and updating web pages. Contacts are usually with others within the organization
or other parts of the government who are requesting assistance with technology
operational issues or problems. Contacts can also be with vendor representatives
to discuss specific characteristics of products and services. The work involves
providing limited service and assistance to the public.
An employee in this class possesses specialized skills in a wide range of technology
support work in specific software packages, JCL, hardware or a particular operating
system. At this level the worker proceeds on his or her own with routine work
assignments, but the supervisor provides specific instructions for new, difficult
or unusual assignments. At this level, specific objectives, priorities and guidelines
are provided, but the employee uses judgment in selecting and applying the appropriate
method for performing the work. The duties involve a variety of processes and
methods, and require analysis to choose a course of action. The work supports
the information technology function in a department/agency. An incumbent assures
that the necessary technology infrastructure support is provided to individuals,
groups of individuals, agency specific programs, or in some cases, applications
that cut across the government. The impact of the work performed can have an
impact on the daily operations of a unit, branch, division, office, or department
in assuring that essential systems and applications are fully functioning during
government operations. Service delivery is critical in maintaining system operation,
and the ability to quickly assess technology issues and provide solutions is
critical to success. 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 the first point of contact for support to government agencies for
local area network operational issues including terminal malfunctions, connectivity
issues and other operational issues. Quickly addresses daily operational issues
identified by end users, identifying the problem and taking the necessary corrective
action, either on own initiative or with higher level specialists.
Operates, maintains and monitors computer equipment in a multiprocessing environment.
Resolves operational problems with stand alone mainframes, 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 and support can include writing programs, testing new applications
or software packages, preparing reports, collecting data, or writing code to
modify an existing operating system in order to satisfy the needs of a particular
end user.
Provides assistance in the development of new system requirements or specification
requests for technology procurements. Works with technology specialists in the
conduct of research on the capabilities of various systems including hardware,
operating system environment, user support, applications, etc. Systems researched
can include small to large applications as well as systems that support an activity,
program or government wide application.
Provides assistance and support in the development, maintenance and monitoring
of web pages. Makes recommendations of enhancements to web packages based on
direct interaction and feedback from users.
Provides assistance and conducts studies in the technology security arenas.
Based on standard approaches and applications, randomly conducts security checks
on operating systems within an agency or department.
Assists in the writing of 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.
Works in a computer center environment and monitors computer systems operations
to help assure uninterrupted operating of mainframe computers, high-speed printers,
and other equipment commonly found in a computer center environment.
Performs other computer system support such as data entry and verification,
assembly and preparation of computer programs for processing and the review
of output for accuracy and completeness.
Maintains a wide range of computer operations supplies including forms, tapes,
disks and other items in support of computer operations.
Works with vendors to resolve basic operational issues with computer equipment.
Performs related duties as required.
MINIMUM QUALIFICATIONS:
Experience: Two years of experience related to the position providing
data processing/technician and support services to technology users or technology
specialists.
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 computer languages, including 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 mainframe computer operation and/or
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:
Ability to operate a variety of computer systems and peripheral equipment in
order to resolve a wide range of 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 recommendations or 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.
Some positions may require the ability to key both alpha and numeric data at
an average keystroke rate of 10,000 keystrokes per hour.
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