IT TECHNICAL SUPPORT ANALYST 3

TS313 $53,498 - $96,325
Creation Date: 06/13/2022
Change Date: 01/01/2025

FUNCTION OF WORK:
To provide analyses relative to technical support activities that are outside of the scope of the Office of Technology Services.

LEVEL OF WORK:
Advanced

SUPERVISION RECEIVED:
General from an IT Supervisor or IT Manager. Other reporting relationships may be approved by SCS.

SUPERVISION EXERCISED:
May provide guidance to lower-level personnel.

JOB DISTINCTIONS:
Differs from IT Technical Support Analyst 2 by the presence of advanced-level tasks relative to technical support activities that are outside of the scope of the Office of Technology Services.

Differs from IT Technical Specialist 1 by the absence of serving as a technical lead for technical support activities that are outside of the scope of the Office of Technology Services.

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 a variety of technical support activities that may include end user support, networking support, database infrastructure support, applications support, etc.

Performs configuration, troubleshooting, etc. using standardized and non-standardized procedures for information technology hardware and/or software.

Determine solutions for all levels of technical support requests; confers with higher-level IT personnel as needed on the most complex requests.

Provides remote and/or onsite support to resolve all levels of technical support requests. Confers with higher-level IT personnel as needed.

Provides technical support for PC desktops, laptops, tablets, cellular phones and other state-issued technical equipment.

Sets up new devices and resolves issues using standardized and non-standardized procedures. Serves as a team lead for larger deployments and maintenance projects.

Maintains inventory of information technology assets by running and reviewing reports, preparing requisitions, and coordinating deliveries. May also scan service tags of equipment, enter data in the asset management system and participate in onsite validation of property.

Performs network and application performance monitoring; resolves problems either by using standardized procedures or through root-cause analysis. May provide guidance to lower-level personnel to assist in training on more complex requests.

Updates statuses of technical support work orders in the appropriate system(s). Trains end users and lower-level IT personnel on supported technologies.

QUALIFICATION REQUIREMENTS:
MINIMUM QUALIFICATIONS:
Five years of experience in information technology; OR

Six years of full-time work experience in any field plus three years of experience in information technology; OR

An associate's degree in information technology plus three years of experience in information technology; OR

A bachelor's degree plus three years 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 plus two years of experience in information technology; OR

A master's degree plus two years of experience in information technology.

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.