INFORMATION TECHNOLOGIST 2

* Employee installs and maintains desktop computer system and connectivity to the infrastructure, local and wide area networks throughout the agency; analyzes and troubleshoots the performance issues of the desktop; coordinates information between end-users and IT staff to maintain a fully functioning desktop; documents issues and processes to isolate a component of failure before escalating to a senior technician.

* Technical troubleshooting/resolution of calls/incidents and tickets as it pertains to networking and software problems; consults with users on possible solutions.

Closes tickets/requests and updates other needing tracking mechanisms timely.

Deploys and installs approved hardware/software.

Completes computer imaging and reformatting hard drives.

Provides strong customer service focused on clear communication and timely follow through.

* Provides maintenance and documentation support to agency employee and associates; enters meta-data into repositories (such as Ticket system, MACI); troubleshooting of "Help Desk" support calls as it pertains to designated connectivity, hardware, and software.

Performs loading validation of software; executes unit or system test scripts; provides maintenance support for application software; develops, organizes, files, and maintains platform specific documentation.

* Generates enhancements for existing infrastructure, software, or database systems in compliance with specifications and standards; creates and/or modifies program modules; creates database diagrams; writes standard queries; writes test cases and/or scripts for unit and systems testing; verifies unit and system test results to ensure software is producing desired results.

Participates in IT advanced training/certification, supervisory conferences and other department/agency meetings as needed.

* Education: Technical institute degree/certificate in Computer Science or Information Systems or equivalent work experience.

AND * Experience: Minimum 18 months combined work experience in any combination of the following: computers and/or telecommunications software/hardware, applications, support products, projects or databases for small scale systems or programs or pieces of larger systems or programs including 12 months related work experience.

Two yrs.

PC based applications with all standard office productivity tools, network print management exp.

Experience in any combinations of the following: Service Now, Remedy, Altiris, Help Desk authority.

A knowledge of basic IT Identity management and IT security processes, configuring upgrading or installing ERP client-based application components (examples include AX, .net, Doc-u-sign, and other Microsoft products). Strong communication skills both verbal and written.

Monday through Friday, 8:00 a.m.

to 5 :00 p.m.