Thursday, November 23, 2017

Technical Support Analyst

Recruitment #17-0418-01

Introduction

THIS IS A NEW ASSEMBLED EXAMINATION. The eligible list resulting from this examination will cancel any existing list and may last approximately one year, but can be extended.

Applications must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing. Postmarks are not accepted. Applications will only be accepted on-line.

Supplemental Questionnaire: A properly completed Supplemental Questionnaire must be submitted with each application. Applications and Supplemental Questionnaires must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing. Applications will only be accepted on-line. Postmarks are not accepted. Failure to submit the Application or Supplemental Questionnaire will result in disqualification.

DESCRIPTION

THE AGENCY
We are currently recruiting for vacancies in the Public Works Agency. However, the eligible list resulting from this recruitment may be used by any County department or agency needing to fill a vacancy.

THE POSITION
Technical Support Analysts provide professional level support to the County's mini and microcomputer users including the development, support, and maintenance of assigned hardware and software systems; support of agency/departmental Local Area Networks (LANs), Wide Area Networks (WANs) and related equipment; coordinate the planning, configuration, installation, and maintenance of data/information systems; provide consultation to upper level management staff on hardware and software issues; may provide lead supervision over other data processing staff; and perform related duties as required.

THE IDEAL CANDIDATE
In addition to meeting the minimum qualifications stated below, the ideal candidate will possess the following critical attributes:
•Exceptional oral and written communication skills;
•Excellent project management skills; ability to design, implement, manage and prepare reports for ongoing projects; and coordinate the related resources, personnel and activities for successful project completion;
•Well rounded and current knowledge base of desktop and server support, Active Directory, server virtualization, application deployment, software packaging, and desktop imaging;
•Ability to clearly convey information and ideas with technical and non-technical staff;
•Work effectively under pressure, within tight timeframes;
•Recognize issues, problems or opportunities and determine appropriate course of action;
•Consistently maintain effectiveness when experiencing changes in work processes and procedures, work assignments, and personnel; and 
•A strong understanding of LAN/WAN and network security is desired.

 

For a detailed listing of the position of Technical Support Analyst duties, please see the complete job description at the following link: Technical Support Analyst Job Specification.

MINIMUM QUALIFICATIONS

EITHER I
Education:

The equivalent to graduation from an accredited two-year college or university (60 semester units or 90 quarter units) with a major in MIS, Computer Science, Computer Engineering or equivalent.

AND
Experience:

The equivalent of one year of full-time increasingly responsible experience in supporting and maintaining information technology systems including LAN/WAN systems.

OR II

The equivalent of two years of full-time increasingly responsible experience in supporting and maintaining information technology systems including LAN/WAN systems.

Certification:

Professional Certification as a Microsoft Certified Systems Engineer or equivalent can be substituted for one year of experience.

NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS

The most suitably qualified candidates will possess the following competencies:

Knowledge of:

• Modern computer technology to plan, develop and administer computers and network systems.
• Information technology concepts.
• Methodologies for analyzing systems, procedures and workflow.
• Office software applications.
• Functions and capabilities of database systems.
• World Wide Web technology.
• Network infrastructure technology.
• Cabling requirements, computer installations and communication hardware such as hubs and routers.

Ability to:

• Function as system(s) administrator.
• Maintain and modify existing office software applications.
• Analyze and problem solve.
• Make effective decisions.
• Plan and organize.
• Identify and correct problems with computers and related equipment.
• Analyze problems related to database design, system interactions and cross platform issues.
• Prepare and maintain documentation, records and logs.
• Communicate effectively both orally and in writing.
• Interface with users at all levels of the organization.

EXAMINATION COMPONENTS

The examination will consist of the following steps: 1) A review of candidates' applications to verify possession of minimum requirements. Those candidates who possess the minimum requirements for the class will move on to the next step in the examination process. 2) A review of candidates’ Supplemental Questionnaires to select the best qualified applicants to continue in the process. 3) An oral interview which will be weighted as 100% of the candidate's final examination score. The oral interview may contain situational exercises. CANDIDATES MUST ATTAIN A QUALIFYING RATING ON EACH PORTION OF THIS EXAMINATION. We reserve the right to make changes to the announced examination components.  

Alameda County utilizes a Civil Service Selection System founded on merit. Such a system is competitive and based on broad recruitment efforts and equal opportunity for qualified applicants to test in an examination process designed to determine the qualifications, fitness and ability of competitors to perform duties of the vacant position. Many of our recruitments are targeted and specific to the needs of a current vacant position, in which case, the eligible list may be exclusively used for that current vacant position. Other recruitments may be more broadly used for both current and future vacancies, or for other alternate jobs with comparable scopes of work.  

To learn more about our recruitment and selection process, please visit the “What You Need to Know” section of our website, www.acgov.org/hrs.  

Selection Plan

Applicants will be informed via email with reasonable notice in advance of any examination process which will require their attendance.  The following dates are tentative and subject to change based on the needs of the Agency:

TENTATIVE SELECTION PLAN:  

Deadline for Filing:    5:00 p.m., Monday, November 13, 2017 

Review of Minimum Qualifications:    Week of November 27, 2017  

Review of Supplemental Questionnaire for best qualified:    Week of December 4, 2017

Panel Interviews:    TBD

Alameda County and the Human Resource Services Department will make reasonable efforts in the examination and/or selection process to accommodate qualified individuals with disabilities and/or medical conditions in accordance/compliance with the State Fair Employment and Housing Act (FEHA), Federal Americans with Disabilities Act (ADA) Alameda County’s Reasonable Accommodation Policy and applicable statutes. To request an accommodation due to a disability/medical condition during this or other phases of the examination/selection process, please contact the assigned Human Resources Representative listed on the job announcement before the last date of filing. Alameda County requires applicants to provide supporting documentation to substantiate a request for reasonable accommodation. In order to qualify for a reasonable accommodation, applicants must have a disability/medical condition pursuant to the ADA, FEHA and applicable statutes.  

For more information regarding our Reasonable Accommodation procedures, please visit our website, www.acgov.org/hrs.  

BENEFITS

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being.  These benefits include but are not limited to*:

For your Health & Welfare Benefits

  • Medical – HMO & PPO Insurance
  • Dental – PPO & DHMO Insurance  
  • Vision
  • Basic Life Insurance 
  • Supplemental Life Insurance (with optional dependent coverage) 
  • County Allowance (Employer Credit)
  • Health Flexible Spending Account
  • Dependent Care Flexible Spending Account
  • Accident, Critical Illness & Hospital Indemnity
  • Employee Assistance Program

For your Financial Future

  • Short-term Disability Insurance
  • Long-Term Disability Insurance
  • Retirement Plan – (Defined Benefit Pension Plan)
  • Deferred Compensation Plan

For your Work/Life Balance

  • 11 paid holidays
  • Vacation and sick leave accrual
  • Vacation purchase program
  • Management Paid Leave**
  • Group Auto/Home Insurance
  • Commuter Benefits Program
  • Group Legal
  • Guaranteed Ride Home
  • Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
  • Employee Discount Program (e.g. theme parks, cell phone, etc.)
  • Child Care Resources
  • 1st United Services Credit Union 

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement.  This provides a brief summary of the benefits offered and can be subject to change.

** Non-exempt management employees are entitled to up to three days of management paid leave. Exempt management employees are entitled to up to seven days of management paid leave.

Conclusion

All notices related to County recruitments for which you have applied will be sent/delivered via email. Please add @acgov.org and alamedacountyHR@acgov.org as accepted addresses to any email blocking or spam filtering program you may use. If you do not do this, your email blocking or spam filtering program may block receipt of the notices regarding your application for recruitments. You are also strongly advised to regularly log into your County of Alameda online application account to check for notices that may have been sent to you. All email notices that will be sent to you will also be kept in your personal online application account. You will be able to view all of your notices in your online application account by clicking on the "My applications" button on the Current Job Openings page.

Please take the steps recommended above to insure you do not miss any notices about a recruitment for which you have applied. The County of Alameda is not responsible for notices that are not read, received or accessed by any applicant for a County recruitment.

NOTE: All notices are generated through an automated email notification system. Replies to the email box alamedacountyHR@acgov.org are routed to an unmonitored mailbox. All notices are generated through an automated email notification system. Replies to the email box are routed to an unmonitored mailbox. If you have questions please go to our website at www.acgov.org/hrs. You may also contact the Human Resources Analyst listed on the job announcement for the recruitment for which you have applied.

Jordan Grow, Human Resources Analyst
Human Resource Services, County of Alameda
510-208-3954

 

 

ALAMEDA COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER