IT OPERATIONS ANALYST I
DISTINGUISHING FEATURES OF THE CLASS: This IT Operations position carries with it responsibilities for completing most IT Operations tasks using influence, individual judgment and initiative. Additionally, the incumbent assists with customer support functions. The incumbent is expected to be a team leader who manages small projects and occasionally co-manages larger projects involving several departments and agencies/vendors. He/she provides input to project and departmental plans and directions and develops project plans for smaller projects. The work is done under the direct supervision of higher level IT staff/management. May be asked to provide input regarding employee performance. May be asked to supervise small groups and teams. Shift work and on-call duties may be required. Does related work, as required.
TYPICAL WORK ACTIVITIES:
Performs systems management and operations functions for infrastructure servers, storage, voice and data network switches and security firewalls. Servers may be physical or virtual running VMWare, Citrix or Microsoft Server Virtualization software. Equipment may be located on-site or in the cloud. Coordinates the repair and maintenance of all equipment with vendors;
Schedules and coordinates data backups to ensure application and server recovery. Documents and tests the recovery plan;
Maintains IP based, digital, analog or cloud-based telephone systems, adding, removing and programming telephone equipment (including telephones, switches and servers). Interfaces with local telephone providers to add, change or delete physical telephone lines or assess codes. Coordinates the repair and maintenance of the telephone systems with vendors;
Maintains and upgrades data communications equipment including switches and firewalls. Coordinates the installation and maintenance of owned and leased fiber lines. Coordinates the repair and maintenance of the equipment with vendors;
Installs, maintains, upgrades and coordinates the repair of PC/mobile computer equipment including peripherals and network equipment. Provides level-1 support to a varied customer base, supports desktop and mobile computer operating and applications software, assisting the customer support functions, e.g. helpdesk, training, etc.;
Collaborates and works as a consultant with other departments and agencies in the design and layout of data and voice communications for new facilities;
Assists the customer support function in investigating and resolving reported hardware, software and integration problems of a complex nature;
Maintains and updates equipment and software inventory and assists with asset management functions for IT equipment and software;
Perform operations management for Web sites and Internet/Intranet applications and equipment;
Maintains spare parts inventory for computing and telecom hardware;
Maintains appropriate documentation, activity logs, manuals libraries, etc. for efficient IT Operations;
Develops specifications pricing and configurations and recommends vendors and equipment for purchase of desktop/mobile computers, peripherals, servers, switches, firewalls, storage etc.;
Gathers and presents detail information on the quality and performance of computing and communications equipment and software;
Leads the implementation of projects with day to day decision making responsibility, including training, vendor management, etc.;
Writes project evaluation and participates in related employee evaluation.
The above examples of duties are intended only as illustrations of the various types of work performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND/OR PERSONAL CHARACTERISTICS: Good knowledge of the operation of a computer system and communications network/telephone system; good knowledge of the use and general maintenance of computer hardware and peripheral equipment; good knowledge of standard off-the-shelf application, e-mail and the internet; good knowledge of computer and network operating systems; good knowledge of the jurisdiction’s IT functions; working knowledge f hardware operations scheduling, job control language, use of systems commands and job executions; ability to read and interpret instructions related to data coding and the execution of program; ability to communicate effectively, both orally and in writing; ability to lead and work well in teams; ability to work effectively with vendors, users and the public; ability to resolve relatively complex, ambiguous technical and user problems; good initiative, self-motivation and organizational skills.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle, or feel objects, tools or controls; and reach with hands and arms. The employee is regularly required to walk, talk and hear.
The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet.
MINIMUM QUALFICATIONS: Graduation from high school or possession of an appropriate equivalency diploma recognized by the NYS Department of Education AND:
A. Graduation from a regionally accredited college or university or one accredited by the New York State Board of Regents to grant degrees with a Bachelor’s Degree which included or was supplemented by fifteen (15) credit hours of course work in management information systems, computer science, computer technology, information resource management, data processing, programming, systems analysis or related computer fields AND one (1) year of full time paid experience in maintenance configuration or installation of computerized management information systems, computer related project management, systems analysis and/or delivery of computerized management information systems;
OR
B. Graduation from a regionally accredited college or university with an Associate’s Degree which included or was supplemented by fifteen (15) credit hours of course work in management information systems, computer science, computer technology, or information resource related computer field AND three (3) years of full time paid experience in maintenance, configuration or installation of computerized management information systems, computer related project management, systems analysis and/or delivery of computerized management information systems;
OR
C. Five (5) years of full time paid experience in maintenance, configuration or installation of computerized management information systems, computer related project management, systems analysis and/or delivery of computerized management information systems;
OR
D. An equivalent combination of training and experience defined by the limits of (A), (B), or (C).
NOTE: Part time paid experience will be prorated
Competitive Class
Adopted 9/4/98
Revised 3/15/99, 11/19/99, 2/23/05, 11/19/2019