Information Technologist 2

Schedule: Full-time

Working knowledge of information technology principles and methodologies to perform services

Responsible for Voice Over Internet Protocol (VoIP) installations and troubleshooting Works on multi-agency radio communication system (MARCS) radio systems

Creates and/or modifies programming modules

Provides support to ODRC Information System users and/or IT specialists in adherence to established ODRC policies and procedures

Provides support and services within the ODRC Telecommunications (TELECOM) Department to support ODRC customers, internal and external

Creates and analyzes incident and ServiceNow hardware tickets and tasks to ensure proper completion and assignment of incidents or hardware requests

Follows established policy and procedures for prioritization categorization

Follows escalation procedures established by ODRC

Initiates first level resolution within confines of access and security authority, utilizing published processes and procedures

Follows up ensuring first level resolution within time limits prescribed by service level agreements (SLAs)

Acts as liaison for services within Bureau of Information Technology Services (BITS) Telecommunications, Multi-Agency Communications Systems (MARCS) and mobile data solutions

Assists with installing and supporting DRC’s VoIP phone system; assists with on-boarding processes for new employees

Collaborate with other program areas by interfacing and utilizing other IT applications or platforms

Participates in and/or provides technical IT assistance related to projects, tasks and assignments.

Provides installation and monitoring support to IT specialists

Unpacks, stages and/or racks hardware

Performs set-up and installation for hardware and/or software and network connectivity Learns and changes application coding specifications

Installs telecommunications hardware and wiring; monitors systems and notifies higher-level staff of any concerns

Assists in creating task plans, training and job aids and attends meetings to gather and coordinate activities for requirements gathering

Works toward improved customer services through process and performance management

Assists with ODRC initiatives as needed.

Stays current regarding new technologies in area of IT assigned

18 mos. 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 mos. combined work experience as specified by the agency position description & job posting.

-Or completion of associate core program in computer science or information systems; 12 mos. combined work experience as specified by the agency position description & job posting.

-Or equivalent of minimum class qualifications for employment noted above. Note: The official position description on file with the designated agency is to reflect the required technical experience. Only those applicants possessing the required technical experience listed in the position description are to be considered for any vacancies posted. The job posting should also only list the required technical experience commensurate with the position in question.

Job Skills: Information Technology