DRAFT
IT OPERATIONS TECHNICIAN
I. DESCRIPTION OF WORK
Positions in this banded class perform technical work in the operation of a computer equipment and auxiliary equipment to meet clients’ needs and
to provide assistance to users of computer systems. Operation of the computer may include the set-up and scheduling of production jobs that run
on the computer, monitoring the computer through the steps and procedures to update the data bases and produce reports or other transaction
outcomes, and setting up and monitoring the equipment to produce print products required by users. Providing assistance to users may involve
answering calls for help as users experience difficulties with connections to the computer, with the computer use itself. Work may include
installation and modification of software and hardware, testing, and documentation on a variety of platforms. Work may include interaction with
customers, technicians, analysts, and specialists to troubleshoot problems related to the use of single and/or multiple information systems. This
may include work on multiple platforms including z/OS, Windows, Unix (multiple vendors). It may include installation and fiber optic wiring of
Storage Area Networks, as well as KVM over IP deployment and administration. Employees determine the nature of the problem, provide
additional assistance, or refer difficult problems to appropriate higher-level analytical and technical staff. Work may involve the identification of
trends that develop through troubleshooting and recommendations for future resolution or the understanding of systems interrelationships and the
development of new processes to improve timeliness and service to users. They may work with mainframe and/or other multi-platform servers.
II. ROLE DESCRIPTIONS BY COMPETENCY LEVEL
Contributing
Journey
Advanced
Positions at this level monitor and control a
computer under direct supervision or assist in
the operation of a computer. They can issue
standard commands and monitor proper
functioning of the computer. They report any
errors or problems to a higher level technician.
They may require some support to end users
or clients in basic problems; higher level
problems are escalated to a higher level
technician. Work is reviewed while in process
and upon completion of assigned tasks.
Technical guidelines are generally available.
Positions at this level require the ability to
operate a variety of computer and peripheral
equipment. They perform most normal routine
functions of a mainframe computer and
associated hardware without direct
supervision. They may set-up and run
schedule less complex production jobs than
are run on the computer. They may monitor
IMS transactions and utilize controls to
maintain computer operations. They may
perform diagnostics on equipment and correct
errors as needed, reporting any deviations to
higher level personnel. They may perform
regular backups, troubleshoot hardware and
software problems and the like.
Positions at this level serve as senior
operators on a mainframe computer or multiplatform environment and/or perform technical
work in setting up and scheduling computer
production runs. They may handle ad-hoc
scheduling requests. They may have
operations in a multi-platform setting requiring
knowledge of two or more operating systems.
They may serve as a lead to other computer
operators. They perform complex operational
procedures including operation of more
complex peripherals. They identify trends
and/or recognize potential problems and assist
in determining solutions. In-depth knowledge
of computer center operations is required at
this level.
Operations Technician Competency Profile
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September 2012
III.
COMPETENCIES
Competency
Definition
Knowledge - Technical
Possession of a designated level of technical skill or knowledge in the specific technical area(s) and
the ability to keep up with current developments and trends in areas of expertise.
Planning and Organizing
Ability to develop plans to accomplish work operations and objectives. Ability to arrange and assign
work to use resources efficiently. Ability to develop strategic plans, organizational structures, and
systems to fulfill legislative or mission driven organizational goals.
Technical Solution Development
Ability to demonstrate a methodical and logical approach to addressing customer needs. Ability to
use innovative solutions and/or designs where appropriate.
Technical Support
Ability to understand internal/external customer technologies and problem resolution techniques.
Ability to communicate effectively with customers. Ability to listen to symptom descriptions; to
analyze problems; to respond effectively and to provide constructive feedback to the client on
problem resolution.
Client/Customer Service
Develops and maintains strong relationships with clients or customers by listening to the
client/customer and understanding and responding to identified needs.
Note: Not all competencies apply to every position/employee; evaluate only those that apply. Competency statements are progressive.
Operations Technician Competency Profile
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September 2012
IV. COMPETENCY STATEMENTS BY LEVEL
Knowledge – Technical
Possession of a designated level of technical skill or knowledge in the specific technical area(s) and the ability to keep up with current developments
and trends in areas of expertise.
Contributing
Journey
Ability to verify/monitor proper functioning of
Ability to operate variety of computer and
simple computer operations.
peripheral equipment.
Ability to issue standard computer commands
Understanding of a wide variety of
to perform job.
commands to control operation of computer
and peripherals. Ability to respond with
appropriate command.
Understanding of routine functions of
mainframe computer and associated
hardware.
Ability to monitor IMS transactions and use
routine commands to maintain computer
operations.
Advanced
Understanding of non-routine functions of
mainframe computer and associated
hardware.
Ability to perform complex operational
procedures including operation of more
complex peripherals.
In-depth knowledge of computer center
operations.
Planning and Organizing
Ability to develop plans to accomplish work operations and objectives. Ability to arrange and assign work to use resources efficiently. Ability to
develop strategic plans, organizational structures, and systems to fulfill legislative or mission driven organizational goals.
Contributing
Understanding of tasks required in job and
ability to take ownership to complete tasks.
Ability to use initiative to plan and organize
daily activities and tasks.
Ability to work independently to complete
tasks. Ability to stay on task.
Operations Technician Competency Profile
Journey
Ability to set priorities and know when
priorities need to be changed.
Ability to work independently and manage
job without supervision.
Ability to organize and follow moderately
complex and/or detailed technical procedures.
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Advanced
Ability to provide leadership in planning and
organizing the work of other technicians.
Ability to independently reorganize work
plans of other employees and adapt due to
unanticipated changes.
September 2012
Technical Solution Development
Ability to demonstrate a methodical and logical approach to addressing customer needs. Ability to use innovative solutions and/or designs where
appropriate.
Contributing
Understanding of the standard technology
and systems in place and ability to support the
operation of this technology.
Journey
Ability to detect systems and programming
failures during production runs.
Ability to follow written directions to
implement solution.
Ability to make decisions on appropriate
course of action for unique problems.
Ability to apply technical theory to resolution
of problems of simple to medium complexity.
Ability to understand the impact of one
function on another.
Advanced
Ability to identify trends in reoccurring
problems and assist in developing solution.
Ability to apply technical theory to resolution
of problems of high complexity.
Ability to serve as a technical resource for
lower level technicians.
Technical Support
Ability to understand internal/external customer technologies and problem resolution techniques. Ability to communicate effectively with customers.
Ability to listen to symptom descriptions; to analyze problems; to respond effectively and to provide constructive feedback to the client on problem
resolution.
Contributing
Ability to take direct requests from client or
coworker in order to solve problems of limited
complexity or refer to appropriate technical
experts.
Ability to provide technical assistance to
clients by troubleshooting simple technical
problems.
Operations Technician Competency Profile
Journey
Ability to perform diagnostics on assigned
software and hardware according to standard
operating procedures.
Ability to resolve routine and some non-routine
technical problems independently through
standard troubleshooting procedures.
Ability to make decisions based on options
and consequences.
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Advanced
Ability to make suggestions for technical
modifications to prevent future problems.
September 2012
Client/Customer Service
Develops and maintains strong relationships with clients or customers by listening to the client/customer and understanding and responding to
identified needs.
Contributing
N/A
Journey
Ability to consult with clients on routine
technical problems.
Advanced
Ability to consult with clients, higher level
technicians and analysts to resolve technical
problems.
Note: This is a generalized representation of positions in this class and is not intended to identify essential work functions per ADA. Examples of competencies
are primarily those of the majority of positions in this class, but may not be applicable to all positions.
Operations Technician Competency Profile
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September 2012