County of Alameda

This flexibly-staffed class series specification describes the first level of the Technical Support Specialist classification series.  Incumbents of this classification, initially under close supervision, and as knowledge and proficiency increase, under general supervision,  learn to provide first level technical assistance and support related to computer systems, hardware, and software; 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; and to perform other related duties as required.  

DISTINGUISHING FEATURES

This flexibly-staffed class series specification describes two levels of the Technical Support Specialist classifications.  The class of Technical Support Specialist I is distinguished from the next higher class of Technical Support Specialist II in that the incumbents in the former class are appointed at the trainee level and learn to perform the full range of diagnostic and problem resolution activities performed by incumbents at the Technical Support Specialist II level.  These activities are performed under supervision that ranges from close to general as knowledge and proficiency increase.  In contrast, Technical Support Specialists II perform the full range of these duties under general supervision and at the journey level.  Incumbents receive lead direction from a Technical Support Specialist II or higher classification.  

Positions in this classification report to an Infrastructure Services Engineer or Infrastructure Services Manager and are unique to the Information Technology Department.  Technical Support Specialist I positions are distinguished from classifications in other departments/agencies that provide automated information systems, hardware and software support in that the latter provide assistance to systems utilized within that department/agency or between a limited number of departments/agencies.  In contrast, Technical Support Specialists I learn to and ultimately provide automated information systems, hardware, and software support to departments/agencies on a Countywide basis.  They must, therefore, acquire and ultimately possess and apply knowledge of the full range of varying systems and hardware utilized by ITD and all of its customers for the benefit of those departments/agencies.

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.

1. Participates in the ITD Information Technical Support Specialist I Training Program.  Completes required in-house computer technical courses and training projects as directed by the department.
2. Responds to incoming support requests and provides first call resolution support.
3. Provides timely and thorough customer service to end users and internal partners.     
4. Resolves technical issues for users via telephone or email and/or other remote methods in a professional, user friendly, and helpful manner.
5. Provide first level technical support by identifying a wide variety of computer and connectivity issues, determining the cause, and recommending or taking corrective action; or refer problems to second level support or vendors when appropriate.
6. Performs remote troubleshooting for system/software updates or installation processes on computers and laptops, through diagnostic techniques.
7. Assist in identifying process improvement for various processes and creating user-friendly documentation and Frequently Asked Questions (FAQ’s) to add to the existing Knowledge Base site.
8. Makes recommendations for procedure modifications or improvements to management.   
9. Performs follow-up and status update communications to end users in a timely and consistent manner following Service Desk Service Level Agreement (SLA) guidelines.
10. Provides detailed documentation in the ticketing system notes when reassigning a ticket to another team; including customer interactions, details of inquiries, comments, actions, or troubleshooting steps taken.
11. Shares knowledge with others for troubleshooting and diagnosing problems.
12. Assists with communication to/from IT staff and/or vendors including, but not limited to sending out communication to users.
13. Generate incident reports for review and analyst trends for common issues and problems. 
14. Will serve as a technical liaison with other departments by providing information including troubleshooting steps to assist with the investigation and research to resolve systems related issues in a timely manner.
15. Participates in various ITS projects and meetings.

EITHER I  

Experience:  

The equivalent of six (6) months of full-time experience in the classification of Information Technology Specialist III in the Alameda County classified service;  

OR II  

Experience:  

The equivalent of twelve (12) months of recent, paid, full-time experience equivalent in nature to that obtained in the Alameda County classification of Information Technology Specialist III;  

AND  

Education:  

Successful completion of at least 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 Requirements:  

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.

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.  

Knowledge of:

• Alameda County applications and systems.
• Computer system and endpoint trouble-shooting procedures and policies.
• Basic operating systems, Alameda County software packages, procedure language and other computer systems used throughout the County.
• Basic operation of large-scale computer systems, including the console, its components and peripheral equipment.
• Systems documentation and procedure standards.
• Customer Service best practices.  

Ability to:

• Learn to and resolve basic procedure problems.
• Learn to and operate medium to large-scale computer systems and peripheral equipment.  
• Learn to recover from system malfunctions.
• Learn to function effectively under general supervision.
• Learn to work with software aids in order to perform duties in help desk network functions.
• Troubleshoot application and system issues remotely.
• Read, interpret, and follow flow charts, procedural manuals, and other written instructions.
• Follow oral instructions.
• Maintain the highest level of service to internal customers and the public.
• Achieve target performance goals.
• Communicate effectively both orally and 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.
• Recover from system and application malfunctions.
• Write clear and concise reports or job procedures.
• Operate and respond professionally under pressure.

JO:bl

4/12/00

Jobspecs\1798

co: updated 5/15/00

CSC Date:  5/10/00

SK:sa Revised 03/23/2021

CSC Date: 05/05/2021

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 & Well-Being

• Medical – HMO & PPO Plans
• Dental – HMO & PPO Plans
• Vision or Vision Reimbursement
• Share the Savings
• Basic Life Insurance 
• Supplemental Life Insurance (with optional dependent coverage for eligible employees) 
• County Allowance Credit
• Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Voluntary Benefits - Accident Insurance, Critical Illness, Hospital Indemnity and Legal Services
• Employee Assistance Program

For your Financial Future

• Retirement Plan - (Defined Benefit Pension Plan)
• Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

• 12 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Catastrophic Sick Leave
• Pet Insurance
• Commuter Benefits Program
• 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
• 1^st 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.