County of Alameda

Under supervision of higher-level Infrastructure staff, Infrastructure Services Technicians perform a variety of technical duties. Incumbents provide technical support in the design, implementation, and maintenance of enterprise class systems, in the areas of network; servers; unified communications; Cloud-based services; database technologies, GIS Enterprise Tools Administration; DevOps; mainframe; information security; or endpoint management; and perform other related duties as required.  

DISTINGUISHING FEATURES

The class of Infrastructure Services Technician is the sub-journey level class in the multi-disciplinary, professional Infrastructure Engineering series, located in the Information Technology Department. Incumbents in this classification are responsible for performing duties of a technical nature relating to the design, support and maintenance of enterprise production systems, and projects within those systems, in support of professional staff.  Supervision is received from professional Infrastructure staff and will diminish as incumbents gain proficiency.

This class is distinguished from the Infrastructure Services Analyst in that the Infrastructure Services Technician performs selected technical duties, or portions of an enterprise project or function, as opposed to having full responsibility for a complete enterprise project or function. The Infrastructure Services Technician class is further distinguished from the countywide Information Systems Specialist in that the former provides multi-departmental enterprise support, while the latter works solely in support of the county department/agency to which assigned.    

Server Services Track

Incumbents in the Server Services discipline are typically responsible for evaluating, administering, architecting, designing, implementing, monitoring, maintaining, and supporting server and storage-based solutions in alignment with business initiatives, which requires a strong understanding of Cloud-based solutions, Microsoft BackOffice offerings and server technologies.

Network Services Track

Incumbents in the Network Services discipline are typically responsible for Cisco and other networking technologies, and working with other engineers in evaluating, architecting, designing, deploying, monitoring, maintaining, and supporting countywide network infrastructure in alignment with business initiatives.    

Security Services Track

Incumbents in the Security Services discipline are typically responsible for key security areas such as risk analysis, policy creation and auditing, operations, administration, monitoring and creating Information Security programs, such as vulnerability management, incident management, breach management, security operations and monitoring and security awareness. Incumbents in this discipline must possess knowledge of security best practices pertaining to endpoints, network, server, database, web services, identity management and access management.

Client Services Track

Incumbents in the Client Services discipline are typically responsible for planning, configuring, installing, troubleshooting and supporting various endpoints, including desktop and mobile solutions, and other enterprise class systems in support of multiple departments/agencies within the county; incumbents provide consultation to multiple departments’ support staff and management on hardware and software issues, and play an essential role in the development and implementation of countywide technical projects.

Unified Communications Services Track

Incumbents in the Unified Communications Services discipline are typically responsible for designing and implementing countywide communication systems, which include Skype, County voice infrastructure (VoIP) on a converged network, managing systems, services and platforms which include Avaya, AVST Unified Messaging, AT&T facilities, and adjunct voice systems.

Mainframe Services Track

Incumbents in the Mainframe Services discipline are typically responsible for supporting ZBC12 and Z/OS platform running CICS and DB2, associated vendor utilities, along with in-house utilities. Vendor packages include IBM, CA, ASG, and BMC. Incumbents assigned to this discipline are responsible for evaluating, architecting, designing, deploying, monitoring, maintaining, and supporting mainframe solutions in alignment with business initiatives.

Enterprise Tool Administration Track

Incumbents in the Enterprise Tools Administration discipline are typically responsible for coordinating and communicating with developers throughout the delivery of projects.  Incumbents may also be responsible for installing, maintaining, and administering software.  Incumbents establish standards and mentor other staff using best business practices, and partner with technical groups to maintain 24/7 high-availability for Enterprise level tools.

Database Services Track

Incumbents in the Database Services discipline are typically responsible for configuring, installing, and maintaining databases on Cloud, Windows, UNIX, and Mainframe environments; advising on database best practices, troubleshooting, and developing solutions to optimize system performance and scalability; developing backup and disaster recovery processes to ensure availability of databases, and developing and implementing strategy for database security, maintenance, and support. 

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 technical configuration and incident troubleshooting of countywide enterprise systems; resolves situation to the satisfaction of the requestor.
2. Participates in the planning and activities surrounding systems maintenance best practices and systems optimization.
3. Participates in initiatives contributing to an innovative and strategically aligned team.
4. Assists higher level staff with technical aspects of countywide technical projects, from design through implementation.  May also be required to plan and deploy small projects.
5. With guidance, participates in the daily maintenance of select production systems within network, server, and office technologies, including but not limited to implementing security patches and updates, reviewing logs, defining disaster recovery schedules, and monitoring up-time of services.
6. Creates customer and diagnostic reports; maintains inventory of hardware and software; inventory tracking.
7. Creates and maintains system procedural and technical documentation including project statuses and adding sufficient resolution notes to assigned tickets.
8. Assists with the planning, recommendation, and implementation of changes to operating system platforms, system hardware and related technologies in support of organizational goals.
9. May conduct operations, monitoring and support services including provisioning of user accounts and working with other groups to ensure timely user access that adheres to security policies.
10. May assist in implementing information security systems.
11. Coordinates with vendors to resolve technical issues.
12. May assist in training lower-level technical staff.  
13. May attend trainings, seminars, and programs to remain current on IT industry trends.

EITHER I

Experience:  

The equivalent of one (1) year of full-time experience in the class of Associate Infrastructure Services Technician in the Alameda County classified service.                                                                

OR II  

Experience:

The equivalent of one (1) year of full-time increasingly responsible infrastructure experience (in one or more of the areas described in the Description section), that included documentation and supporting enterprise project activities. (Possession of a Bachelor’s degree in Computer Science or related field from an accredited college or university may be substituted for the required experience.)  

Special Requirements:

• Must be available to participate in an on-call rotation and to work after hours, weekends and holidays.
• Possession of, or the ability to obtain, a valid class C California driver’s license may be required for some positions.

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:

• Microsoft Windows based architecture and associated technologies.
• Server hardware platforms and storage technologies.
• Cloud-based services and technologies.
• Mainframe architecture and associated technologies/tools.
• Messaging technologies.
• Network and systems management tools and technologies.
• Unified Communications/Telephony technologies management.
• Wireless technologies.
• Workstation, laptop, and mobile technologies.
• Database technologies.
• DevOps Tools Administration.
• Geographic Information System (GIS) Technologies.
• Content Management Technologies.
• Enterprise Resource Planning (ERP) Tools Administration.
• Information Security frameworks and controls.
• Information Security concepts.
• Middleware technologies.
• Remote access and Mobile technologies.
• Web internet/intranet environment.
• Client technologies, messaging software applications/mobile technologies.
• Industry trends and emerging technologies.
• Customer Service best practices.

Ability to:

• Communicate effectively orally and in writing.
• Analyze and problem solve.
• Make effective decisions.
• Manage small projects; prepare, maintain, and manage project plans and documentation.
• Organize and prioritize workload.
• Work effectively with others both inside and outside the department.
• Communicate technical concepts, problem solutions, and project progress in a clear manner to interested parties.
• Respond quickly and effectively to customer needs, proactively and reactively.
• Maintain the highest level of service to internal customers and the public.
• Document current and future procedures and processes.
• Lift up to 50 pounds; lift and carry computer hardware, including but not limited to; routers, switches, cables, and servers. 

Newspecs:  1828

LC:cs

CSC Date:  10/12/16

RE:ah Revised 1/16/19

CSC Date: 2/27/19

SK:sa Revised 12/21/2020

CSC Date: 01/13/2021