Systems Support Analyst

Salary: $4,881 - $5,646/Monthly (Starting Salary) - Range 56/Classified 1096 Salary Schedule

DEFINITION

Under General Direction of the Information Technology Supervisor, provides support to School District personnel in utilization of computers, phone system, network systems and related equipment. Evaluates, recommends, installs, and supports local area network (LAN), wide area network (WAN) and phone system hardware and software. Demonstrated ability to work independently with little supervision and adapt to fast paced changing environments. Responsible for all facets of technical support, diagnosis and resolution of hardware and software problems. Writes and revises system documentation, operation procedures and does related work as required.

DISTINGUISHING CHARACTERISTICS
The Systems Support Analyst is a classified position within the Information Technology Department. The Systems Support Analyst performs tasks requiring a high level of problem solving and specific knowledge and skills normally acquired through specific training courses and actual experience. Maintain technical expertise in all areas of network and computer hardware and software interconnection and interfacing, such as routers, switches, hubs, gateway, etc. Responsible for maintenance and administration of phone system and related applications.  Able to pass a performance and written or oral examination of qualifications.

EXAMPLES OF DUTIES

• Evaluates LAN/WAN hardware and software requirements and capabilities related to user needs, and makes recommendations.
• Coordination and installation of required hardware and software.
  Coordinate, program and install telephone equipment, such as telephone sets, sound stations, voice mail and fax machines
• Participates in systems requirements analysis to identify hardware and software needs and upgrades, and participates in planning and implementing projects to meet them.
• Assists system users to resolve problems with the network system
• Performs complex analysis of systems and procedures
• Participates in the review and definitions of problems with emphasis on networking, personal computers and phone systems
• Operates, controls, and installs computer equipment along with auxiliary and peripheral components in accordance with standard operating procedures
• Assist users in troubleshooting data communications problems
• Ability to manage projects and work flow for timely completion
• Communicate effectively in both oral and in written form;
• Maintains a positive image of the Information Technology Department with all users and works cooperatively with those contacted within the course of work
• Ability to develop and conduct training programs
• Monitor data processing services to ensure district-wide management information needs (example: SASI System) are assessed and ranked, so available hardware, software, staff and services are utilized efficiently to fulfill District requirements.
• Maintain and update inventories of the District’s technology hardware, software and authorized systems users
• Maintain workstation imaging server and assist with image creation and deployment
• Backup systems setup, testing, troubleshooting, support, performance tuning, and maintenance
• Related duties as assigned

LICENSE REQUIRED
Requires possession of a valid California Driver’s License and of auto liability insurance.

QUALIFICATIONS
Knowledge of:

• E-mail packages, MS-Exchange, TCP/IP networks
• Windows Client and Server operating systems
• Phone and Voice Mail systems administration and troubleshooting
• Access and use of the Internet, microcomputers and software applications
• Technical and Office software applications
• Data processing theories, concepts and capabilities, systems analysis
• Data communications and usage of data lines
• Related hardware such a routers, switches, hubs, bridges, nics
• Operations and coordination of data processing equipment
• Personal computers and related software and hardware
• Modern office methods and procedures
• Operation of computer equipment and office machines
• Cisco IOS, IP networks, and TCP/IP
  • Web development, Linux, Apple, VERITAS Backup Exec, SASIxp, scripting.
  • Database management, including ability to do basic data import/export, manipulation, and reporting.

• Voice/Data networks design, implementation and administrations
• LAN/WAN experience should include DNS, DHCP, and WINS.

Ability to:

• Perform routine and repetitive work to completion
• Attend meetings and in-service training
• Work closely with users of personal computers
• Work at any employer work location

EDUCATION AND EXPERIENCE
Bachelor’s degree in Computer Science or related field or equivalent experience with emphasis in computers and networking. Professional certification: CNE, MSCE, CCNA or equivalent. 

Two years of technical support experience in a LAN/WAN environment, network design, installation, and phone systems maintenance and operation.
 

PHYSICAL ABILITIES AND WORKING CONDITIONS OF EMPLOYMENT

• Eyesight corrected or uncorrected sufficient to read fine print
• Speech sufficient to speak in an articulate and understandable manner
• Hearing sufficient with or without use of hearing aid to hear telephone conversation
• Stoop, carry, and lift lightweight materials (up to 25 pounds)
• Manual dexterity and coordination sufficient to operate computer equipment
• Able to lift boxes of computer paper and equipment in cartons
• Able to sit for extended periods of time