GIS Analyst II

Job Overview

Service Desk Technician II (SDT II) under general supervision provides local area network (LAN) administration services for assigned departments; develops procedures and analyzes user requirements for LAN administration; provides technical assistance to the department to ensure effective delivery of services; coordinates activities within the Information Technology Services (IT Services) Department and performs related work within the Server and Desktop Systems Support (SDSS) team.

• Performs all activities associated with server backups.
• Performs user maintenance for the server(s) and all applications; works with the customer department to define security policy/requirements.
• Performs all aspects of electronic mail administration for the client department, following policy guidelines for electronic mail usage/retention.
• Acts as the primary contact for all LAN problems and coordinates the work within IT Services to resolve all LAN related problems.
• Performs first-level diagnostics and invokes necessary resources to resolve problems.
• Maintains the Novell menu or Windows menu developed by the customer department and IT Services.
• Monitors disk usage and recommends improved utilization and capacity planning.
• Works with the client departments to develop the workstation, server, documentation policy and network.
• Monitors the server and identifies performance/capacity problems; works with the customer department to evaluate new applications and provides capacity planning recommendations.
• Works with the assigned Office System Support Analyst to prepare the server and associated workstations for operating system upgrades.
• Manages maintenance of Configuration Item updates in the asset management systems and Service Desk ticketing system with the help of SDT I personnel.
• Installs all licensed application software on assigned PCs.
• Configures all new LAN attached PCs for network attachment.
• Installs all new server hardware.
• Assists with implementation of security patching and virus updates for customer Desktop organizations and runs reports routinely to ensure compliance.
• Provides first-level support on the Service Desk when required to back up SDT I's.
• Provides training to SDT I's to allow them to provide first-level support and/or elevate to more advanced technicians when needed.
• Develops written policies and procedures using Microsoft Word and Visio.

Some experience which provides a basic knowledge of Novell server administration and workstation configuration. Experience that has allowed the development of good oral and written communications skills.

Must possess a valid California driver's license.

Work is performed primarily in an indoor environment; may require travel to outlying County office locations.

• Basic knowledge of Novell and Windows server administration, workstation configuration, PC operating systems and memory management techniques.
• Directory system account management experience, such as IE Active Directory or eDirectory.
• Enterprise backup system experience.
• Experience supporting email clients.
• Demonstrated Help Desk or Service Desk support including customer service skills and the ability to resolve problems.