Information Technology Support Analyst II

Salary Range $34.19 - $48.01

This is a great time to join Santa Cruz METRO!

Salaries are on a six-step salary range schedule with 5% increases yearly. Typical placement on this position is made at the first step of the salary range. Upon successful completion of probation, the second step shall be paid.

SALARY UPDATE: A salary increase for this position is pending Board approval. If approved, the new hourly salary range will be $37.94–$48.43

DEFINITION:

Under general supervision, an Information Technology (IT) Support Analyst II performs tier 1 and tier 2 hardware and software technical support work; is responsible for IT assets lifecycle management and maintains accurate inventory of IT equipment and software; receives and prioritizes requests, evaluates possible solutions, and implements or coordinates effective resolution; and performs related work as required.

DISTINGUISHING CHARACTERISTICS:

Information Technology Support Analyst II is the journey level class in the series. Incumbents at this level are distinguished from the IT Support Analyst I by the performance of the full range of tier 1 and tier 2 support duties as assigned, working independently, and exercising judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit.

EXAMPLES OF

DUTIES AND RESPONSIBILITIES:

The duties listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

Provides tier 1 and tier 2 user support for incidents and service requests received via IT services management (ITSM) software, phone, email, chat, and self-service portal; logs, categorizes, and prioritizes each ticket and resolves or escalates to tier 3 with established incident management and request fulfillment processes.

Installs, repairs, and maintains computers, printers, mobile devices, peripherals, and network hardware; troubleshoots hardware problems and replaces failed components or coordinates service with third party vendors.

Creates and processes requisitions and invoices in accordance with agency policies and procedures for the IT department; tracks expenditures and recurring service agreements to ensure compliance with approved budgets and contract terms.

Maintains an inventory of all IT equipment and software; ensures availability and quick deployment of IT equipment; tracks transactions using the ITSM software; conducts periodic inventory audits to validate accuracy.

Participates in the assembly and testing of new systems; coordinates the unloading, asset tagging, documentation, and installation of new computer equipment and the removal, storage, and disposition of obsolete assets.

Installs, configures, and supports on-premise and SaaS software using endpoint management tools; applies software, patches, upgrades, and configuration profiles.

Performs user-level identity and access management across on-premise and cloud applications; manages accounts, group membership, mailboxes and distribution lists. Performs password resets and provisions/de-provisions access per principle of least privilege; adds, updates, and removes user building access.

Develops, documents, maintains, and updates knowledge base articles, self-service content, standard operating procedures (SOPs), workflows, job aids, and user procedures related to assigned functions; provides basic end-user training.

Conducts destination display programming and troubleshooting in support of service changes.

Assists third party vendors with installations, upgrades, and application maintenance; helps with application troubleshooting, diagnostics, communication, and resolution. Maintains, monitors and supports transit ticketing systems including hardware, installations, upgrades, equipment, and applications.

Performs related duties and assumes additional responsibilities as required, including any administrative tasks not specifically listed but within the general scope of the classification to support departmental operations.

EMPLOYMENT STANDARDS:

Knowledge of:

Computer operating systems (such as Windows, macOS, iOS, Android and Linux), applications (such as Microsoft Office 365), and hardware.

Server operating systems (such as Windows and Linux).Network design models (such as Open Systems Interconnection (OSI) and Transmission Control…