Coordinates, organizes, prioritizes, and provides advanced technology support services that are concentrated in academic labs, end user systems and application level and participates in administration and performance monitoring of servers for an assigned network function. Coordinates and provides advanced technical support and help functions that related to assigned network, and provides technical support to other technology staff.
Distinguishing Career Features
The IT User Support Analyst is part of a career ladder and a team leader for customer-oriented services encompassing network and enterprise-level applications support, and advanced technical support. The IT User Support Analyst is a subject matter leader for client server applications that balance workload so that enterprise and other applications can be used with minimal trouble. Along with User Support Technicians, the Analyst is capable of performing and training others in network operations, account setup, applying existing computer security and user access rules, conducting training, and hardware diagnostics, however, concentrates on supporting networked and standalone workstations and common administrative applications. The Analyst also requires the ability to customize applications in the software occupying servers, the knowledge of and ability to configure servers, and the ability to perform network programming.
Essential Duties and Responsibilities
The position incumbents are qualified to perform all of the following, however, may concentrate on a significant portion according to the needs of the functional area:
Serves as a subject matter leader for client server maintenance, configuration, testing, and troubleshooting using bandwidth monitoring tools and following district and vendor applications protocols to resolve connectivity, access, and file server issues.
Participates in upgrading and maintaining networks such as would be found in a remote or dedicated area or as backup to district-wide network infrastructure. Tasks include, but are not limited to operations, moves, changes, trouble detection/correction, path testing, and general maintenance.
Serves as a project coordinator over technicians engaged in installation and testing of upgrades to equipment, software applications, and connectivity among computer users.
Performs advanced troubleshooting to resolve network hardware and operations problems, including but not limited to connectivity, internet access, electronic mail, and file servers.
Participates in the design and planning of network infrastructure. Participates in developing network solutions that support efficient functioning of the district's network infrastructure and are consistent with district standards.
Participates in configuring, installing, and maintaining network hardware including and not limited to, switches, wireless routers, firewalls, voice-over-IP, video applications, network security, and other network-related software.
Participates in installing network file servers including network operating systems, network utilities, and peripheral devices. Sets up servers to enhance capacity of network function for communication on the internal and wide-area networks.
Configures, installs, and maintains directory structures, security, and applications software. May survey users to determine the common applications and variety of software as well as software needs.
Troubleshoots network hardware and operations problems, including but not limited to connectivity, internet access, email and file servers. • Works with fellow staff, vendors, and independent contractors to identify and resolve problems.
Provides advanced technical analytics and support to user support technicians and staff on using district-wide enterprise applications including remote access and on the proper use of peripheral electronic equipment use to enhance presentations and viewing.
Works with the network infrastructure analysts, vendors, and department teams to troubleshoot and resolve IT problems including those not resolved by technicians, to implement projects, and replace hardware and software.
Updates existing security software on networks and workstations. Tests existing operating systems and personal computers for potential viruses and security problems.
Installs, configures, and maintains specialized software that supports a variety of departments such as in academics and business. Tests software to ensure compatibility with the current operating environment and to equipment capability.
Develops and maintains up-to-date knowledge assigned and related areas of responsibility.
Performs other duties as assigned that support the overall objective of the position.
Qualifications and Physical Demands
Knowledge and Skills:
The position requires in-depth knowledge of the client server environment to monitor computer access to servers providing enterprise solutions and accessible data warehouses. Requires in-depth technical knowledge of networked computer operations, including the relationship and usage of various input and output components, business and education enterprise and client server applications, and terminology. Requires a working knowledge of operating systems. Must understand the protocols and procedures for setting up new equipment, troubleshooting and performing routine maintenance. Requires a working knowledge of local area networks for personal computers, and connectivity between servers. Requires working knowledge of protocols such as TCP/IP, Serial, Ethernet, and Access Lists. Requires knowledge of the physical elements of the network including cabling and connections, and routing, switching, and repeating equipment. Requires sufficient human relations skills to provide individual instruction and technical assistance on the use of PC-based software for business, internet, utility, and connectivity. Requires sufficient writing skill to document technical procedures.
Requires the ability to install, configure, and troubleshoot communications within computer-to-server environments, networked computer workstations, systems, and programs used in both instruction and administrative areas. Requires the ability to install and configure microcomputer components such as, but not limited to, cards and drivers. Requires the ability to fabricate and connect interface cables and connections between computers. Requires the ability to analyze and evaluate the needs of users and develop alternative solutions. Must be able to prioritize and organize work to meet deadlines and timetables. Requires the ability to read, interpret and apply complex technical information including equipment blueprints and schematics. Requires the ability to give one-on-one and small group training in the use of computers and business and specialized software applications such as those used in education.
Education and Experience:
The position requires an Associate's degree in computer science or related technical field and 6 years of experience in the setup of networked computer workstations and advanced computer technical support. Additional higher education and/or industry certifications may substitute for some experience. Or, any combination of education and experience that would meet the required qualifications.
Licenses and Certificates:
May require a valid driver's license.
Requires ambulatory ability to move to various office and classroom-type locations and to bend, stoop, crawl and reach to install cables and equipment. Requires sufficient hand eye coordination and dexterity to make small component connections. Requires sufficient visual acuity to read technical documents and instructions and align small components. Requires sufficient auditory ability to carry on routine conversations. Requires the ability to lift, push, and pull objects of medium weight (less than 50 lbs.) on an occasional basis. Requires the ability to work in confined areas with noise variations, dust, and limited ventilation.
THE COAST COMMUNITY COLLEGE DISTRICT IS AN EQUAL OPPORTUNITY EMPLOYER
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