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174760
IT STATEWIDE TECHNICAL SUPPORT ANALYST 2
TS309     $40,830 - $73,486
Creation Date: 01/31/2022
Change Date: 01/01/2025

FUNCTION OF WORK:
To provide technical support services for a statewide information technology end user function.
LEVEL OF WORK:
Experienced
SUPERVISION RECEIVED:
Direct from a higher-level IT Statewide professional with assigned supervisory responsibilities. May also receive supervision on a project basis from other IT Statewide professionals. Other reporting relationships may be approved by SCS.
SUPERVISION EXERCISED:
None.
JOB DISTINCTIONS:
Differs from IT Statewide Technical Support Analyst 1 by the presence of independence in performing basic technical tasks in support of a statewide information technology end user function.

Differs from IT Statewide Technical Support Analyst 3 by the absence of performing the full range of standardized technical tasks in support of a statewide information technology end user function.
CORE COMPETENCIES:
CORE COMPETENCIES HAVE NOT BEEN IDENTIFIED BY STATE CIVIL SERVICE FOR THIS JOB TITLE. MORE INFORMATION ON THE SCS COMPETENCY MODEL CAN BE FOUND HERE.

EXAMPLES OF WORK:
EXAMPLES BELOW ARE A BRIEF SAMPLE OF COMMON DUTIES ASSOCIATED WITH THIS JOB TITLE. NOT ALL POSSIBLE TASKS ARE INCLUDED.

Performs basic Level 1 configuration, troubleshooting, and/or support for a statewide information technology end user function such as technology deployment, systems technology, telecommunication services, training services, field operations, network services, network operations, service operations, provisioning services, consumer communications, etc.

Provides basic customer support, such as password resets and account unlocks.

Deploys end user devices by following documented procedures to unbox computers, setup in offices and connect peripheral equipment.

Images end user devices by following steps to connect to the imaging server and initiating the automated installation of standard software.

Conducts inventory of assets by scanning service tags of equipment, entering data in the asset management system and participating in onsite validation of property.

Performs basic warehouse operations by assisting with receiving or delivering equipment, moving and organizing items stored in the warehouse and completing paperwork related to property control.

Performs basic network and application performance monitoring; may resolve basic problems. Alerts other IT Statewide personnel as necessary for more complex situations.

Performs basic data entry to capture and update information in ticket and other management systems used for daily operations.
QUALIFICATION REQUIREMENTS:
MINIMUM QUALIFICATIONS:
Two years and six months of experience in information technology; OR

Six years of full-time experience in any field plus six months of experience in information technology; OR

An associate's degree in information technology plus six months of experience in information technology; OR

A bachelor's degree plus six months of experience in information technology; OR

A bachelor's degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field; OR

A master's degree.

EXPERIENCE SUBSTITUTION:
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.

NOTE:
A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.