System Administrator - Level 1

The System Administrator 1 (On Call) supports implementing, troubleshooting, and maintaining Information Technology (IT) systems. Manages IT system infrastructure and any processes related to these systems. Provides support to IT systems, including day-to-day operations, monitoring, and problem resolution for all of the client/server/storage/network devices, mobile devices, etc. Provides Tier 1 (Help Desk) and Tier II (Escalation) problem identification, diagnosis, and resolution of problems.

Provides support for the escalation and communication of status to agency management and internal customers. Provides support for the dispatch system and

The Level 1 System Administrator shall possess the following capabilities:

• Provide support for the implementation, troubleshooting, and maintenance of IT systems.
• Provide Tier I (Help Desk) problem identification, diagnosis, and resolution of problems
• Manage the daily activities of configuration and operation of IT systems
• Assist users in accessing and using IT systems
• Provide Tier I (Help Desk) and Tier II (Escalation) problem identification, diagnosis, and resolution of problems
• Provide support to IT systems, including day-to-day operations, monitoring, and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
• Provide support for the escalation and communication of status to agency management and internal customers
• Optimize system operations and resource utilization, and perform system capacity analysis and planning
• Responsibilities include command-line system administration as well as application and data flow administration.

OPS On Call Coverage Details:

Responsible for 6 am to 6 pm standard business day coverage and 24x7 call-in after-hours support. For the 6 to 6 coverage, each team coordinates their schedules to make sure the team collectively covers the 6 to 6 hours. For after-hours support, our OPS teams do 1 week on call rotations. For the ETR team, each OPS member is on call every 7 to 8 weeks.

New team members are not added to the on-call rotation until they are trained (3 to 6 months). For the first couple of rotations, teams make sure someone is available to back them up if needed.