EXAMPLES OF DUTIES AND RESPONSIBILITIES:

(The duties listed are typical examples of the work performed by this job classification. This is not an exhaustive statement of duties, responsibilities or requirements and does not limit the assignment of additional related duties for the position. Not all duties assigned are included, nor are all duties listed performed in every office or every day)

Under general supervision and guidance performs first level support for technology hardware and software in maintenance offices. Performs all tasks associated with the IT systems support specialist.

ITSS Intern - Grade 18

Under close supervision the ITSS Intern assists in general maintenance and performing first level support; such as: routine maintenance, performing triage, preparing for assessments, and resolving issues as able for technology hardware and software in schools and office.

IT Systems Specialist I - Grade 20

Under general supervision and guidance the ITSS I performs first level technology support for users, software, and hardware. Such as:

Provides customer support and user assistance for MCPS applications, network infrastructure, WAN/LAN technologies, approved software, and hardware.

Responsible for initial troubleshooting of technical issues, problem/resolution summaries, and resolution or escalation of issues. Serves as the technical liaison between the assigned location(s) and the Office of Technology and Innovation (OTI).
Coordinates and arranges for hardware, telecommunications, and maintenance repairs with in-house staff and designated contractors.

Serves as a liaison to secure other technology services such as training or second level support.

Supports network connectivity provided devices within OTI guidelines.

Schedules and performs routine maintenance and cleaning of desktops, mobile devices, servers, networks and peripheral technologies as directed.

Responsible for small scale hardware integration, computer peripheral integration, and hardware inventory management.

Responsible for software installation, image management, and version control as directed in accordance with the software installation and approval guidelines.

Responsible for scheduling and executing regular, on-site, physical inspections of server hardware and routine tests of backup systems.

Proactively participates in projects including the contribution to knowledge tools and planning of professional development.

Provides regular, routine, on-site support to assigned locations. May also provide backup support as needed.

Supports technology policies, regulations, network, and responsible use practices, and escalates issues as necessary.

Supports user accounts, including profile issues, local provisioning, group permissions, server space quotas, trouble-shooting, and escalating as appropriate.

Provides just in time training and aids users in self-support.

IT Systems Specialist II - Grade 23

Able to perform the duties of the IT Systems Specialist I. The level II duties may also consist of the following tasks which require consistent exercise of independent judgment and discretion:

Performs escalated second level support for technology hardware, software, and networks in assigned locations; including hardware health, data restoration, automation of work through scripting and batch files, analyzing network traffic, performance, and login/response times.

Supports system-wide applications, initiatives, and programs; including email applications, security, infrastructure upgrades, identity management/user account creation tools, parts ordering, or inventory management.

Serve as an escalation point for account issues - including password changes, syncing issues, location assignment issues, roaming accounts, persistent profile issues or special needs situations.

Actively participates on project teams overseeing implementation and process improvement of technology solutions including the technology modernization project, security initiatives, telecommunications, and instructional software support. May serve as a project manager.

Assists in system wide research and development initiatives; including gathering system design and user specifications, image development, database management and design, creation of software install packages, extensive testing of updates, auditing of peer updates, documentation, analysis, and testing of prototypes.

Participates in the professional development of peers by collaborating, documenting, and sharing knowledge. Uses system resources to maintain and utilize a knowledge base.

Assists with the orientation and training of new ITSS I staff. May serve as mentors for the newly hired or referred employee.

IT Systems Specialist III (Grade 25)

Able to perform the duties of the IT Systems Specialist I and II. The level III duties may also consist of the following tasks which require a significantly higher level of independent skill, judgment, and discretion:

Enterprise-wide network architecture design, process improvement, and documentation; including processes, project management, problem mapping/resolution documentation, post-implementation review, and non-technical descriptions appropriate for all stakeholders.

Research and development: Including requirements gathering, systems integration, supporting multiple systems (past and future). Image development, updates and patching. Developing procedures, solutions, and documentation. System-wide collaboration in support of new technologies, initiatives, and online testing.

Central administration and support of enterprise systems: examples include centralized backups, network management tools, user identity management, office productivity tools, databases, and portals - including upgrades, patches, escalation support, and training.

Serves as a lead project manager for key technology initiatives; including development of project plans, reports to management, vendor relations, managing resources including people and funding.

High level network support: including serving as escalation point; troubleshooting extraordinary, high impact, persistent problems. Monitoring hardware, software and network performance for capacity and potential problems. Performing preventive maintenance and monitoring change control/impact. Implementing emergency response such as Lifeboat.

Aid in the professional development of ITSS I & II: Including collaboration, documentation, knowledge sharing, training development and presentation in group sessions as well as one-on-one. Serving as a mentor and/or coach to other ITSS.

Reporting locations may vary. May be assigned to a project, initiative, office(s) or combination.

Performs related duties consistent with the scope and intent of the position.