County of Alameda
1799
TECHNICAL SUPPORT SPECIALIST II
DEFINITION
Under general supervision, to provide the full range of first level network help desk and
advanced production support in an on-line multi-platform computing environment; to ensure a
high level of information systems services to all County users; to provide effective problem
management including the detection, capture, resolution and analysis of service disruptions; to
perform other related duties as required.
DISTINGUISHING FEATURES
Technical Support Specialist II is the journey level class in the two-level Technical Support
Specialist Series. Classifications within this series are flexibly staffed.
Positions in this classification are unique to the Information Technology Department. They are
distinguished from positions in classifications in other departments/agencies that provide
automated information systems, hardware and software support in that positions in those
classes provide assistance with respect to systems utilized within that department/agency or
between a limited number of departments/agencies. In contrast, Technical Support
Specialists II provide automated information systems, hardware and software support to
departments/agencies on a Countywide basis. They must, therefore, possess and apply
knowledge of the full range of varying systems and hardware utilized by and between ITD and
all of its customer departments/agencies for the benefit of those departments/agencies.
This classification is distinguished from the next lower class of Technical Support Specialist I in
that Technical Support Specialists II perform of the full range of help desk and advanced
production support activities at the journey level under general (as distinguished from close)
supervision. Technical Support Specialists I learn to perform these functions at the trainee
level, under more direct supervision. Additionally Technical Support Specialists II perform
advanced support functions with respect to production activities, whereas Technical Support
Specialists I do not.
Positions in this classification report to a Data Processing Systems Specialist, a Computer
Operations Supervisor, or a Senior Computer Operator. Positions in these latter classes are
distinguished from Technical Support Specialists II in that they plan, direct and coordinate the
activities of all Technical Support Specialists II, whereas Technical Support Specialists II are
responsible for providing advice and guidance to system users in ITD customer departments
and for providing advanced production support to ITD production staff.
EXAMPLES OF DUTIES:
NOTE:
The following are the duties performed by employees in this classification. However,
employees may perform other related duties at an equivalent level. Each individual
in the classification does not necessarily perform all duties listed.
Technical Support Specialist II - 1799
Page 2
EXAMPLES OF DUTIES: (Continued)
1.
2.
When primary assignment is the Help Desk:
a.
Provides first level technical support service by identifying problems in a wide variety
of computer environments, determining the cause, recommending or taking
corrective action; refers problems to second level support or vendors when
appropriate.
b.
Maintains, logs calls into help desk-tracking system and prepares reports on
incidents.
c.
Assists in the training of lower level specialists.
d.
Reviews outstanding problems to ensure that proper documentation and escalating
procedures are being followed; schedules meetings to resolve problems and informs
upper management of situations and recommends action to be taken.
e.
Recommends, implements, and documents Information Technology Department
policies and procedures.
f.
Provides support in monitoring and backing up the LAN/WAN server farm.
g.
Performs recovery procedures when requested by customers.
h.
Assists in the installation, training and documentation of new systems or equipment
prior to system utilization.
When primary assignment is Production Support Unit:
a.
Maintains and enforces Information Technology Department standards; maintains
and updates standard procedures manual.
b.
Performs moves of CICS, DB2, Source and Load modules in production activities;
performs JCL moves and changes.
c.
Maintains and updates Data Center training programs and schedules.
d.
Supports production system batch jobs; identifies causes of batch failures and
develops necessary documentation for changes in existing and future jobs.
e.
May perform scheduler or report distribution database administrator responsibilities
as needed.
f.
Attends, documents and publishes findings of problem and change control meetings.
g.
Produces Ad-Hoc and special reports when required.
h.
Performs special projects as directed, by collecting and compiling general reference
materials and information pertaining to department practices and procedures.
i.
Follows up on end-user requests for support and directing users to the most
appropriate solution.
Technical Support Specialist II - 1799
Page 3
MINIMUM QUALIFICATIONS
Either I
Both of the Following:
(A)
The equivalent of six months of full-time experience in the classification of Technical
Support Specialist I in the Alameda County classified service (“classified service” does not
include experience with the Office of the District Attorney, the Hospital Authority or the
Consolidated Courts); AND,
(B)
Satisfactory completion of the Technical Support Specialist I Training Program
requirements.
Or II
Both of the Following:
(A)
The equivalent of three years of recent, full- time experience in the operation of complex
multi-platform computer environments including a minimum of six months serving in a
journey level help desk function; AND,
(B)
Successful completion of a minimum of nine semester (or equivalent quarter) units in
information technology at an accredited college, university or technical institution.
License Requirement:
Possession of, or the ability to obtain, a valid class C California driver’s license may be
required for some positions.
Special Requirement:
The Information Technology Department operates on a 24 hour-per-day, 7 day-per-week,
365 day-per-year basis. In order to provide these services, all Information Technology
Department employees may be required to work grave, swing and day shifts, as well as
weekends and holidays as necessary.
NOTE:
The Civil Service Commission may modify the above Minimum Qualifications in the
announcement of an examination.
KNOWLEDGE AND ABILITIES
NOTE:
The level and scope of the following knowledge and abilities are related to duties
listed under the “Examples of Duties” section of this specification.
Technical Support Specialist II - 1799
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KNOWLEDGE AND ABILITIES (Continued)
Knowledge of:

Alameda County network system hardware and software.

Computer system and network trouble-shooting procedures and policies.

Operating Systems, Alameda County software packages, procedure language and other
computer systems used throughout the County.

Operation of large-scale computer systems, including the console, its components and
peripheral equipment.

Systems documentation and procedure standards.
Ability to:

Resolve basic procedure problems.

Operate medium to large-scale computer systems and peripheral equipment.

Troubleshoot network hardware problems.

Recover from system malfunctions.

Read, interpret, and follow flow charts, procedural manuals and other written instructions.

Work with software aids in order to perform duties in help desk teleprocessing functions.

Write clear and concise reports or job procedures.

Function effectively under general supervision.

Ability to follow oral instructions

Communicate effectively, both orally and in writing.

Effectively elicit information from customers regarding systems problems.

Communicate technical details to users, programmers, vendors, and others in an effective
and understandable manner in order to achieve timely problem resolution.
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Jobspecs\1799
co:updated 5/15/59