Information Technology Analyst (Open and Promotional)

County of San Mateo•San Mateo, CA

1d•Onsite

About The Position

The Business Systems Section of the Department of Public Works is seeking a qualified Information Technology (IT) Analyst. Under general direction, this role provides technical analytical support to departmental information systems in areas such as application programming/support, production/network/server support, and desktop support. The IT Analyst serves as a technical advisor and liaison to vendors, contractors, and department staff on system applications, hardware, and software. They may oversee and guide technical support staff on system installation and enhancement projects, and perform related duties as required.

Requirements

At least two years of increasing responsible experience in information technology support.
Proven analytical and problem-solving abilities with disciplined troubleshooting methodologies.
Extensive knowledge in implementing SQL queries, stored procedures, and ability to design and implement database schema.
Firm sense of accountability and ownership for end-to-end project lifecycles.
Strong written skillset for tracking and documenting reported issues and resolutions.
Ability to work effectively and efficiently with cross-functional teams.
Ability to actively participate in multiple projects simultaneously.
Possess understanding of technical design principles and experience in developing and implementing standards and best practices.
Possess outstanding written and verbal communication skills and the ability to interact with diverse technical and non-technical groups spanning all organizational levels.
Be self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
Ability to be flexible and work well in a high-pressure production environment with changing priorities and frequent "emergency issues".
Excellent customer service skills and experience in IT support of a diverse user community.
Knowledge of methods and techniques used in troubleshooting and maintaining computer hardware and software applications.
Knowledge of programming languages and operating systems.
Knowledge of data organization and access methods in automated systems.
Knowledge of operational characteristics of various hardware platforms, peripheral equipment and desktop applications including electronic mail systems, spreadsheets, word processing, database, presentation graphics, client/server applications, and communication protocols.
Knowledge of job planning and prioritizing techniques for self and others.
Knowledge of record keeping and filing principles and practices.
For the applications support area: Knowledge of operations, purposes, and functions of the application being supported.
For the applications support area: Knowledge of information needs and requirements of the systems users.
For the database administration support area: Knowledge of database troubleshooting and recovery procedures.
For the database administration support area: Knowledge of designated operating system design, techniques of programming, coding, programming languages, utilities, and command language.
For the Server/Production support area: Knowledge of server and mid-range computer hardware and software in use in the department and related communications systems.
For the Desktop support area: Knowledge of complex computer networks and systems, their operation, support, development and migration.
For the Desktop support area: Knowledge of computer hardware and software products in use on the department and across the industry.
Ability to provide advanced technical and analytical support to multiple users of broad based applications.
Ability to analyze operational and systems problems, evaluate alternatives and reach sound conclusions.
Ability to use initiative and sound independent judgment within established procedural guidelines to support automation systems and software applications.
Ability to communicate effectively, orally and in writing, with both technical and non-technical personnel.
Ability to prepare clear, concise and accurate documentation, instructions, correspondence and other written materials.
Ability to organize work, set priorities for self and others and meet critical deadlines.
Ability to evaluate, recommend, implement, test and install software applications.
Ability to install, test, configure and support hardware and software used by the department.
Ability to monitor, troubleshoot and maintain local area networks and local portions of wide area networks.
Ability to develop and present comprehensive training material for the appropriate area.
Ability to respond effectively to user problems and needs.
Ability to maintain accurate records and files.
Ability to establish and maintain effective working relationships with those contacted in the course of the work.
Graduation from a four year college or equivalent technical certification with coursework in computer science, information systems, or closely related field.
One year of experience providing technical and/or analytical support in computer operations or production support.

Nice To Haves

Experience in supporting Enterprise-level applications, including Asset Management Systems (e.g., IBM Maximo, Assetworks) and Cost Accounting Management System (e.g., WinCAMS).
Knowledge of Helpdesk/service management systems (Jira Service Management & Confluence).
Knowledge of scripting and/or programming logic (e.g, Powershell, batch).

Responsibilities

Perform a variety of business analytical duties in the design, implementation and maintenance of department information systems and applications.
Confer with department staff to define application requirements and translate business needs into technical solutions; prepare requirement specifications, designs and other documentation for departmental systems and/or subsystems.
Analyze business processes for opportunities to improve automation using available resources and technologies and prepare recommendations and proposals.
Organize staff application user-groups to provide training on application use, identify future needs, and provide information to software vendors on application requirements.
Determine short- and long-range departmental system application needs for County services; plan software enhancements and changes to meet the needs of system users.
Participate in departmental and countywide systems planning activities.
Monitor and guide the work of technical support staff, as assigned.
Create, update, and/or maintain intra and/or internet web pages, websites, and surrounding layers of files/links.
Administer County policies and procedures to ensure security and integrity of all departmental databases.
Design and deploy system utilities and monitoring software to configure hosts/servers, registries, security policies, network settings, server services and performance reporting; develop and/or modify native operating system scripts to ensure robust system and application performance.
Use database queries and programming languages to retrieve and develop data in department-specific databases and to maintain the integrity of database structures.
May evaluate and test system upgrades.
Install, configure, maintain, troubleshoot and upgrade department software applications and troubleshoot hardware and software related problems.
May receive requests for assistance related to complex desktop and computer related problems involving hardware, software applications and peripheral equipment; determine severity of problem and resolve or refer to appropriate personnel or vendor for resolution.
May install, configure, troubleshoot, maintain and upgrade mid-range computers and related equipment.
May evaluate new hardware and software products for use by department staff; and provide expert advice to users on software applications.
May train department staff in the use of computer hardware and software; develop programs and materials to maintain and upgrade the skills of departmental staff.
Perform related duties as assigned.
Occasional on-call duties are required.