Information Technology Support Analyst II

Santa Cruz Metropolitan Transit District•Santa Cruz, CA

3d•$38 - $48•Onsite

About The Position

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. This 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.

Requirements

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 Protocol/Internet Protocol (TCP/IP) models), types of networks (such as wide area network (WAN), local area network (LAN), and wireless area local network (WLAN)), and hardware.
Network and directory services (such as Domain Name System (DNS) and Dynamic Host Configuration Protocol (DHCP), Active Directory (AD), and Microsoft Entra).
Principles of Information Technology Infrastructure Library (ITIL) framework for IT services (such as ITSM and asset management).
Operational characteristics of computer, network, and server hardware, software, and peripheral equipment.
Principles, practices, methods, and techniques of diagnosing, troubleshooting, and resolving tier 1 and tier 2 computer, network, and server hardware, software, and peripheral equipment issues using remote access and end point management technologies.
Principles and methods of tracking and maintaining an inventory of IT equipment and software.
Principles and practices of developing and maintaining technical documentation, files, and records.
Methods for writing basic computer scripts (such as PowerShell, Bash, and Python).
Basic cybersecurity best practices including endpoint protection, patch management, and user access controls.
Basic mathematics including percentages and basic statistics.
Methods of prioritizing, planning, and organizing work.
Customer service techniques and etiquette.
The effective use of modern office equipment, personal computers, and standard business software.
Perform a variety of tier 1 and tier 2 support functions in the installation, configuration, troubleshooting, and maintenance of computers, hardware, software, servers, network, and other related technologies and equipment.
Log, categorize, prioritize, and track service requests using ITSM.
Develop and maintain technical documentation.
Track assets and maintain inventory of IT equipment and software.
Work with users and co-workers on one-on-one or small group informal bases to demonstrate application and/or business processes.
Deal tactfully with the users and co-workers when providing information, answering questions, and providing customer service.
Respond to and effectively prioritize a high volume of phone calls and other requests for service.
Clearly and effectively present technical information to both technical and non-technical users.
Read and interpret technical manuals, procedures, and instructions.
Adhere to established work schedules and timelines.
Balance multiple assignments simultaneously and effectively.
Utilize standard office equipment and computer software and learn to use specialized Santa Cruz METRO software if assigned.
Communicate clearly and effectively in both oral and written form.
Establish and maintain effective working relationships within the department and with other divisions, departments, agencies, suppliers, vendors, and the public.
Drive a Santa Cruz METRO vehicle to perform assignments.
Associate’s degree or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
Four (4) years of technical computer support experience, including at least two (2) years providing customer support using an ITSM system.
A valid California Driver’s License will be required at the time of appointment and throughout employment.
Must be able to obtain and maintain a current, valid California Class “C” Driver’s License.

Nice To Haves

CompTIA A+ certification or equivalent demonstrated competency in hardware and software support preferred.

Responsibilities

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.

Benefits

Medical Insurance: For employee and qualified dependents. Choice between multiple HMO and PPO plans. Santa Cruz METRO contributes 95% of the monthly premium costs for any plan, employee responsibility is 5%. Premium participation continues after retirement.
Dental Insurance: Premium paid by Santa Cruz METRO for employee and qualified dependents.
Vision Insurance: Premium paid by Santa Cruz METRO for employee and qualified dependents.
CalPERS Retirement Pension: 2.5% at 55 - Employees who are vested and were hired before January 1, 2013, directly from another CalPERS-covered agency are eligible for the "Classic" CalPERS pension formula of 2.5% at age 55. Employees hired on or after January 1, 2013, who had prior CalPERS membership and a break in service of six months or less, will also retain the "Classic" formula of 2.5% at age 55. 2% at 62 for PEPRA CalPERS members - Those hired on or after January 1, 2013, who are new to CalPERS or have not worked for a CalPERS-covered agency in the past six months are subject to the Public Employees' Pension Reform Act (PEPRA) and receive the 2% at age 62 formula.
457(b) Deferred Compensation Plan: Two plan providers available. Similar to 401(k)
Life/AD&D Insurance: $25,000 Life coverage. $50,000 AD&D coverage provided by Santa Cruz METRO. Additional Life/AD&D coverage available.
Long Term Disability Insurance: Available after one year of service. Premium paid by Santa Cruz Metro. Monthly maximum of $3,000.00.
Employee Assistance Program: Confidential mental, financial, legal and other assistance. Premium paid by METRO.
Tickets at Work: Discounted rate program.
Pet Insurance: Discounted rate program.