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INFORMATION TECHNOLOGY TECHNICAL SUPPORT ANALYST II

FILING PERIOD:
May 19, 2017 at 8:00 a.m. (PST) - May 26, 2017 by 5:00 p.m. (PST)
TYPE OF RECRUITMENT:
Open Competitive Job Opportunity

DEFINITION:

Under general supervision, provides a full range of technical information technology support services, including installation, configuration, testing, troubleshooting and repair of hardware, software, networks and applications in a centralized IT organization.
 

CLASSIFICATION STANDARDS:
Incumbents in this journey level class perform a wide variety of information technology support duties, following established procedures, including hardware and software installation and repair. Incumbents possess the ability to analyze user problems related to desktop, network and applications and apply a full range of corrective actions. Incumbents are generally based in a centralized location or may be required to assist end users at field sites. Incumbents possess a thorough knowledge of desktop computers and related equipment, basic knowledge of network technologies and multiple client platforms, and strong interpersonal skills to communicate effectively with customers/users.

Incumbents typically are responsible for installing, servicing and moving computers, printers, servers, networking devices, storage devices and related equipment.

 

Essential Job Functions

 

  • Installs, configures, maintains and tests computer hardware, software and peripheral equipment.
  • Acts as a technical resource to end users and other information technology staff and troubleshoots, diagnoses and resolves moderately complex hardware, software and network connectivity problems, including problems not covered by established procedures.
  • Identifies trends in the reported problem calls and implements improvements.
  • Analyzes and makes recommendations regarding user support needs or improving customer satisfaction.
  • Reviews, tests and finalizes user instructions and procedures; conducts formal and informal end user training and may develop technical orientation and training materials as necessary.
  • Leads small hardware and software installation and upgrade projects and participates in large and/or complex projects with general direction.
  • Assists in defining and recommending appropriate hardware and software configurations and standards to meet customer needs, and develops specifications to purchase new hardware, software and other peripheral devices based upon established departmental standards.
  • Configures software distribution tools.
  • Assists in the ordering of licenses for software packages, in consultation with appropriate management or other information technology staff as needed.
  • Coordinates equipment delivery, software licensing compliance and inventory/asset control as needed.
  • Acts in a lead capacity to other technical staff as needed.

 

Requirements

MINIMUM REQUIREMENTS:
 

OPTION I: One (1) year of experience at the level of an IT Technical Support Analyst I*

OPTION II: Two (2) years of experience installing, configuring, testing, troubleshooting and repairing client computing devices or software, in a centralized Information Technology** organization.

LICENSE:

A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.

PHYSICAL CLASS:

3 - Moderate: Include standing or walking most of the time, with bending, stooping, squatting, twisting, and reaching; includes working on irregular surfaces, occasionally lifting objects weighting over 25 pounds, and frequent lifting of 10-25 pounds.

SPECIAL REQUIREMENTS INFORMATION:

*Information Technology Technical Support Analyst I in the Los Angeles County is defined as: Under close supervision, using established procedures, provides a full range of technical support services in information technology including installation, configuration, testing, troubleshooting and repair of hardware, software, networking and applications in a centralized IT organization ** .

**Centralized IT organization is defined in the County of Los Angeles as that which is responsible, under the direction or guidance of the Chief Information Technology official (or, at Sheriff Department, the coordinated executive command structure) for the department or major organizational unit, for providing comprehensive IT services including analysis, design, acquisition, and/or development, implementation, maintenance, or support of information systems; and in which the work performed is in direct relationship to the IT requirements and initiatives of the department or major organizational unit.

 

Additional Information

EXAMINATION CONTENT:

This examination will consists of two parts:

Part I: A multiple choice test, weighted at 40% assessing the following competencies: Deductive Reasoning, Professional Potential, Achievement, Independence, Influence, Confidence and Optimism and Reliability.
 
Part II: Two multiple choice tests, weighted at 60% assessing two Technical Knowledge areas.
  1. Technical Help Desk (Microsoft) covering the following competencies: Hardware, Help Desk Operations, Internet Explorer, Microsoft Office, Networking and Connectivity, Operating Systems, PC Peripherals, Software and System Security and Maintenance
  2. Contact Center – Technical Support Agent covering the following competencies: Navigation, Service Orientation, Tactful Problem Solving, Data Entry Speed, Data Entry Accuracy, Professional Potential and Achievement Orientation

Only those candidates who achieve a passing score of 70% or higher in Part I, and a passing score of 70% in Part II will be placed on the eligible register.

TRANSFER OF SCORES:

Applicants that have taken the identical tests for other exams within the last 12 months, will have their test scores for the identical test part(s) automatically transferred to this examination.
 
This examination contains test parts that may be used in the future for new examinations. Upon acceptance of your online application, your score will be transferred to the new examination and you may not be allowed to re-take any identical test part(s) for at least a year.
 
APPLICANTS MUST MEET THE MINIMUM REQUIREMENTS AND MUST ACHIEVE A PASSING SCORE OF 70% OR HIGHER ON THE EXAMINATION IN ORDER TO BE PLACED ON THE ELIGIBLE LIST.

THE TESTS ARE NOT REVIEWABLE BY CANDIDATES PER CIVIL SERVICE RULE 7.19.

For more information please contact us.

 
Location: 
Los Angeles, CA 90010
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