"Information Systems Analyst (Technology Support Services)"

Job Description

Provides technical and analytical support to District technology programs in diverse capacities ranging from responses to user-support problems, to technology system development, implementation, and administration; monitors systems to ensure performance and reliability standards are met; and performs specialized duties in support of an assigned technology program area.

Education and Experience

A bachelor's degree with coursework in information technology, computer science, or a closely related field and two (2) years of experience providing highly technical support to an information systems program; or an equivalent combination of education, training, and/or experience.

Knowledge of

• Principles, methods, and techniques in the design and operation of information systems, computers, and platforms.
• Methods and techniques of diagnosing a wide range of hardware and software issues, including the use and application of multiple diagnostic tools.
• Operational characteristics of a diverse range of hardware and software.
• Multiple programming languages used in information technology.
• Principles and practices of technology system security.
• Principles and practices of network monitoring and administration.
• Principles, practices, equipment, and protocols for the maintenance of networked equipment and associated security devices.
• Basic principles and practices of database administration and management.
• Server based operating systems and desktop software applications, including system standards and protocols.
• Client-server processing requirements and constraints.
• Principles and practices of MDM and MAM.
• Project planning, prioritizing, and scheduling techniques.
• Basic accounting, statistical, business, and office procedures commonly supported by system applications.

Ability to

• Provide technical support to a diverse range of technology systems, hardware, and software to business and academic users.
• Analyze complex user problems, evaluate alternatives, and devise efficient, cost-effective, user-friendly solutions.
• Communicate complex technology applications issues clearly to nontechnical parties, orally or in writing.
• Prepare clear, concise, and accurate documentation, user guides, reports of work performed, and other written materials.
• Manage and maintain a diverse range of physical and virtual servers and associated hardware and software.
• Deploy and authenticate applications on devices.
• Take measures to ensure the integrity of system data.
• Implement database and/or system security measures.
• Utilize appropriate diagnostic and testing equipment to detect and resolve hardware and software issues.
• Test, diagnose, program, calibrate, and repair a wide variety of electronic systems and equipment.
• Independently organize work, set priorities, meet critical deadlines, and follow up on assignments.
• Exercise independent judgment within general policy and procedural guidelines.
• Effectively use computer systems, software applications relevant to work performed, and business equipment to perform a variety of work tasks.
• Communicate effectively in the course of performing work tasks.
• Establish, maintain, and foster effective working relationships with those contacted in the course of work.
• Demonstrate clear evidence of sensitivity and understanding of the diverse academic, socioeconomic, disability, and ethnic backgrounds of students, staff, and the community.
• Provide efficient, high-level customer service to the public, vendors, contractors, and District personnel.

Duties and Responsibilities

• Provides technical and analytical support for assigned technology programs/systems in diverse capacities ranging from complex user support to technology system implementation and administration.
• Uses multiple devices to monitor systems evaluating reliability, conformance to performance metrics, and overall availability.
• Installs software patches and upgrades for assigned computer systems; maintains security; writes and maintains system-level scripts.
• Designs and develops custom code and automated solutions utilizing various programming languages for the District's computing environment.
• Coordinates the disposition and resolution of incidents; troubleshoots and determines corrective action.
• Coordinates information technology infrastructure implementation and update projects.
• Sets up, manages, maintains, and utilizes physical and virtual servers and services.
• Maintains records of work and documentation.
• Consults with faculty and staff for system needs, design, and operation.
• Conducts research and stays current on new trends and innovative solutions for technology programs.
• Administers, maintains, and plans services for mobile device management (MDM) and mobile application management (MAM) on District devices.
• Performs forensic data analysis on damaged or corrupt storage devices.
• Collaborates with management to develop requests for proposals/information and bids.
• Assists with coordinating and maintaining the inventory of computer hardware and software.
• Supports user environment by answering emails, phone calls, submitting and completing work orders.
• May provide work direction to part-time hourly staff, short-term employees, and/or work study students.
• Participates in District-provided in-service training programs.
• Performs other related duties as assigned.