000NEWCLASS

 
Job Class Title:  IS Technical Services Specialist 2
 
BASIC FUNCTION:
To participate with teams of Department of Information Services staff and client department personnel to provide support and administration of county-wide technical infrastructure components, including the county data network and centralized servers.  Install, troubleshoot, maintain, and modify server hardware, server-based software, server-based operating systems, and data network service hardware and software; provide input regarding hardware and software additions and changes; and perform related duties as assigned.  Work performed in this class will either focus on network services (data networking), or systems administration and applications (servers), or security administration or enterprise platform solutions (eg, Office 365).
 
(This is the intermediate level class in the Information Services Technical Services Specialist class series.  Work at this level is assigned and employee works considerably more independently than at the Specialist 1 entry level.  Work at this level provides the opportunity to refine the knowledge, skills and abilities gained through education and prior experience in order to develop the proficiency required for advancement to the full-performance level in the series.  Supervisory assessment of the relative level of complexity of tasks may be a consideration in assigning work to employees in this class.  Project assignments will tend to be broader in focus and larger in scale or impact than entry-level assignments and/or involve more advanced systems, applications, and security administration and/or data networking support functions.)
 
EXAMPLES OF WORK PERFORMED:

1. Assist with the installation, maintenance, and administration of basic server operating systems and data network services, applications and security.  Additional responsibilities in either networkrelated or server-related support areas may be performed.
2. Assist technical staff and departmental customers with entry-level server or network-based problems and respond to and resolve customer technical problems regarding equipment, operating and security systems, applications or network related software.
3. On a limited basis, provide individual instruction to both technical staff and departmental customers, as needed on the use of equipment and software, and on server and data network infrastructure features.
4. With guidance, oversee the operation of server or network-based software, applications, securities and services dealing with the overall server operating system. 
5. Respond to technical emergencies as needed in assigned area.

1. Responsible for the installation, maintenance, and administration of networking and related hardware including wiring, fiber optics, leased lines, routers, switches, hubs and repeaters. Responsibility in network-related areas such as network device software, network security or miscellaneous network service functions.  
2. Analyze departmental data network connection needs by conducting walk-through and installation of networkcabling for connection of PCs, printers, and other networked devices.   
3. Consult with and coordinate the work of electrical contractors to install network cabling.
4. Install and maintain, or assist more experienced staff with support of network and telecommunications hardware devices such as routers, switches, bridges, firewalls, gateways, repeaters, wireless LAN, CSUs/DSUs, and their associated connectors to the county’s data and/or voice network cabling.  
5. Assist with the configuration of software settings on data network and/or telecommunications devices as necessary.

1. Create and maintain documentation and schematics of the county’s network and/or telecommunications equipment and facilities.
2. Program, analyze and resolve problems related to the data wired or wireless networks and/or telecommunications systems.
3. Meet with network and/or telecommunications service users, to access current systems, determine needs and perform upgrades and installations, or coordinate with vendors.
4. Coordinate telecom and/or networking moves with additions or changes, maintain and document an inventory of devices and cabling, along with their location within the network. 
5. Maintain and document an inventory of devices, cabling and their location within the network.

1. Responsible for the installation, maintenance, and administration of basic server operating systems/platform applications with additional responsibility in server/ applications-related support areas such as e-mail services, web support services, security controls or miscellaneous systems administration functions.
2. Perform daily monitoring and troubleshooting of server, application,  or mid-range type devices by checking event logs, backup status of TSM (Tivoli Storage Manager), disk space, memory, allocation, risk mitigation and other functions for the specific server/application-based device.
3. Provide support, documentation and troubleshooting with difficult security, server, platform application, or networking problems.
4. Respond to and resolve technical or security domain problems regarding equipment and equipmentbased operating system or network-related software.
5. Under general direction of the supervisor or senior specialist install new applications or software releases and patches on server-based devices.   Document the process and assist desktop support staff with installation of client software. 
6. With guidance, manage and troubleshoot the Active Directory database, replication, Organizational Units (OU's) and group policies. 
7. With guidance from senior specialists, analyze and document issues with software or security and generate documentation for submission of server or network-based hardware and software problems to the vendor. Contact outside resources for input into resolving device or device-based software problems and apply corrective action.
8. Assist with the review of application system proposals to determine their impact on security, server and network related technical infrastructure and estimate the impact of the new application system proposal and any changes or additions that will be needed.
9. Assist with maintaining the IT portion of a Disaster Recovery Plan threat mitigation for critical county business processes and computerized systems.
10. Assist less experienced specialists by providing direction and writing appropriate documentation.

• Knowledge of computer hardware and software operations and capabilities including applications and security. 
• Knowledge of data processing professional standards.
• Knowledge of Ramsey County Department of Information Services standards and policies.
• Skill in installing and maintaining computer hardware and software including applications and security.
• Ability to maintain a variety of computer platform and operating systems.
• Ability to detect, analyze and resolve computer software and network problems.
• Ability to interact with customers, and provide instruction and training; or obtain necessary information to correct production problems on a timely basis.
• Ability to identify and monitor potential operational malfunctions and/or potential threats.
• Ability to correctly install and maintain computer hardware and software.
• Ability to follow verbal and written instructions.
• Ability to solve hardware and software, and applications problems in a logical manner.
• Ability to interpret processor and network operating requirements and error messages.
• Ability to prepare oral and written reports.
• Ability to assist less experienced staff on technical issues.
• Ability to provide highly effective technical customer service to I.S. departmental staff and customers.  Ability to establish and maintain effective working relationships with other technical staff, vendors and customers.
• Ability to respond quickly and effectively to uncertainty and constant changes in technology and information systems.Ability to read and analyze technical information to determine the usefulness of hardware and software to Ramsey County applications and security.
• Ability to understand how to effectively manipulate computer hardware, software, and network operations and capabilities and mitigate risk.
• Ability to communicate technical knowledge.