In a state agency Information Technology (IT) environment, this class is accountable for performing a range of information technology tasks and application development in an IT environment.
GUIDELINES FOR CLASS USE:
Incumbents in this class perform tasks of a moderate to complex nature in one or more of the following functional areas:
Service/Help Desk: Provides resolution to problems of end users on a variety of hardware, software and/or network products in a moderately complex environment.
Desktop Services: Provides routine to moderately complex services for desktop support.
Network Services: Provides assistance in supporting network connectivity and other related network issues of routine to moderately complex systems.
Software Development: Performs basic services related to application analysis and modification in support of routine agency application needs.
Production Control: Performs complex services related to IT production and document control.
NOTE:
1.
For definitions of infrastructure and application complexity refer to the Addendum.
2.
Incumbents are responsible for performing lower level duties as outlined in the Information Technology Technician specification. However, the primary focus of the incumbent’s work shall be consistent with the duties illustrated below.
3.
The Examples of Duties listed in this class specification are not necessarily descriptive of any one position in the class. The omission of specific statements does not preclude management from assigning specific duties not listed. The intent of the listed examples is to give a general indication of the level of difficulty and the responsibility common to all positions in the class.
SUPERVISION RECEIVED:
Works under the supervision of an Information Technology Supervisor or other employee of higher grade.
SUPERVISION EXERCISED:
May lead lower level IT staff and/or other paraprofessional and clerical staff as assigned.
EXAMPLES OF DUTIES:
Service/Help Support: Responds to calls, email and personnel requests for technical support; tracks status of all problems and monitors open problems; resolves simple to moderate problems by providing support on hardware and software products; resolves simple to moderate technical calls from customers; acts as liaison between other technical staff, users and vendors regarding Help Desk and service requests; monitors personal computer (PC) performance; performs related duties as required.
Desktop Services: Diagnoses and resolves PC and simple software problems using a variety of diagnostic tools; uses diagnostic tools to identify hardware and/or software problems and initiates repair; rebuilds PCs and reconfigures user specific settings; installs new software releases of simple to moderate complexity; coordinates installation of and installs, modifies and maintains network components and PC hardware and/or software; assists in implementation of network and/or system hardware and software upgrades and/or enhancements; configures and installs terminal emulation software for host connection; performs related duties as required.
Network Services: Provides first level support for network connectivity, or related network issues for user community; assists with diagnoses and resolution of simple network problems; assists with the configuration of network components; resets and reinitializes devices when appropriate; assist in executing specific disaster recovery plans; provides user support and on the spot training to users; performs related duties as required.
Software Development: Prepares computer programs for solution of business problems from narrative statements, program specifications and other data as source materials; customizes software applications to meet user requirements; assists systems and application developers in analysis, design and development of information systems; prepares test data; performs system tests; debugs/corrects errors; diagnoses problems with operating systems specific to incompatibility with other applications; acts as liaison between other technical staff, users and vendors regarding basic application design and modification including database management systems; maintains and enhances existing programs; installs system upgrades and patches in support of application software; documents system changes and problem resolutions; participates in project planning sessions with team members to analyze requirements; uses programmer productivity tools; performs related duties as required.
Production Control: Performs technical functions in areas of documentation control, production control, systems software and production scheduling; responsible for effective utilization of production control software; prepares production schedule for computer processing; analyzes and resolves production control problems related to area of involvement; performs related duties as required.
MINIMUM QUALIFICATIONS REQUIRED KNOWLEDGE, SKILL AND ABILITY:
Considerable knowledge of data control functions; considerable knowledge of IT equipment and diagnostic tools; knowledge of principles and techniques of computer programming; knowledge of programming languages; knowledge of principles of information systems; knowledge of principles and concepts of network environments; knowledge of computer operating systems; knowledge of fundamental principles and theories of business and planning functions; knowledge of principles and techniques of systems analysis, design and development; knowledge of capabilities of computer equipment and technology; considerable technical problem solving skills; considerable logic and analytical skills; interpersonal skills; oral and written communication skills; considerable ability to install and maintain microcomputer hardware, software and network components; ability to prepare and maintain records, logs, reports, documentation, and manuals; ability to write, test and debug computer programs; ability to use programming development tools; ability to identify, analyze and resolve simple business and technical problems.
EXPERIENCE AND TRAINING:
General Experience:
Five (5) years of experience in information technology (IT) operations support, programming or another IT related support area.
Special Experience:
Two (2) years of the General Experience must have been performing basic technical support work in one of the following areas:
1.
Help desk functions.
2.
Installing and maintaining basic computer hardware and software.
3.
Basic technical work in data communications, microcomputer support, production control or programming.
NOTE: For state employees basic technical support work is interpreted at the level of Information Technology Technician.
Substitution Allowed:
1.
College training in management information systems, computer science or information technology related area may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling six (6) months of experience to a maximum of four (4) years for a Bachelor's degree.
2.
A Master's degree in management information systems, computer science or electrical engineering may be substituted for one (1) additional year of the General Experience.
3.
For State employees, two (2) years at the Information Technology Technician may be substituted for the General Experience.
New Class
7609A 7/2/07 cm
CC
Item#
Occup.
Group
Bargaining
Unit
EEO
Eff.
Date
7603
1202
(07)-Information Technology
(15)-ENG, SCIEN, TECH P-4
(2)-Professional
Jun 22, 2007
7609
1202
(07)-Information Technology
(15)-ENG, SCIEN, TECH P-4
(2)-Professional
Jun 22, 2007
ADDENDUM
Industry Job Titles
For the purposes of recruitment, examples of typical industry titles may be utilized in advertisements and postings as illustrated below. Incumbent's official title with the State of Connecticut will be Information Technology Analyst 1.
Functional Area
Industry Title
Service/Help Desk
Service/Help Desk Specialist or Technician, PC Maintenance Technician
Desktop Services
Desktop Technician
Production Control
Production Control Specialist
Software Development
Software Developer, Software Specialist
Network Services
Network Technician, Network Specialist
Definitions
Infrastructure Complexity Routine: An infrastructure that relies on intranet, local storage and dedicated server(s) to provide computing support.
Moderately complex: An infrastructure that relies on intranet, SAN storage and shared servers to provide computing support.
Complex: An infrastructure that relies on Internet, IT security, application integration to provide computing support.
Highly complex: An infrastructure that relies on integration with all of the following IT functional areas: networking, systems development, systems programming, IT security and database administration.
Application Complexity Routine: Executable application program, module, or subroutine using an operating-system or machine-interfacing language that reads programmed files, structured databases, or computer registers, and performs object processing involving graphic (algebraic), spatial (geometric) or computational (arithmetic) operations, character search or sorting, and creates a human or machine-readable output.
Moderately Complex: Integrated set of multiple user written programs using compiled language that reads from multiple files or Data Base Management System (DBMS) based data base; processes intermediate files using arithmetic functions, character manipulation, and sorting; writes the processed data to one of several output files based on processing results; and produces multiple outputs.
Complex: Highly integrated set of programs with the following: each program using compiled language may read multiple files or a DBMS based data base; process intermediate files using the full range of software functions available; write the processed data to multiple output files based on processing results; update the master files, if any, with a capability for full error recovery; and produce multiple output.
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