State of Connecticut Executive Branch

Incumbents in this class perform basic technical IT tasks in one or more of the following functional areas:

• Service/Help Desk: Provides routine support to end users on a variety of hardware, software and/or network issues.
• Production Control: Provides assistance in performing basic technical work related to IT production and document control work.

Incumbents follow established procedures and guidelines to complete information system tasks of low to moderate complexity.

Notes:

• For definitions of infrastructure and application complexity refer to the Addendum.
• The Examples of Duties listed in this class specification are not necessarily descriptive of any one position in the class. The omission of specific statements does not preclude management from assigning specific duties not listed. The intent of the listed examples is to give a general indication of the level of difficulty and the responsibility common to all positions in the class.

Initially works under the close supervision of an Information Technology Supervisor or other employee of higher grade; works more independently with acquired experience.

• Knowledge of
  • functioning and use of information systems and technology; 
  • IT equipment; 
  • help desk management tools and utilities; 
  • computer operations and methods of preparing work for processing; 
  • data control functions specific to job stream maintenance and documentation; 
  • concepts of network and microcomputer operating systems; 
• Skills
  • interpersonal skills; 
  • oral and written communication skills; 
  • technical problem solving skills; 
  • logic and analytical skills; 
• Ability to
  • install and maintain microcomputer hardware, software and basic network components; 
  • analyze and troubleshoot simple operational and data communications problems; 
  • prepare and maintain records, logs and reports.

Three (3) years of experience in information technology (IT) operations support or another IT related support area.

NOTE: For state employees this experience is interpreted at the level of a Data Processing Operations Support Specialist 1.

• College training in management information systems, computer science or information technology related area may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of two (2) years.
• For state employees one (1) year as an Information Technology Technician Trainee may be substituted for the General Experience.

Infrastructure Complexity

Routine: An infrastructure that relies on intranet, local storage and dedicated server(s) to provide computing support.

Moderately complex: An infrastructure that relies on intranet, SAN storage and shared servers to provide computing support.

Complex: An infrastructure that relies on Internet, IT security, application integration to provide computing support.

Highly complex: An infrastructure that relies on integration with all of the following IT functional areas: networking, systems development, systems programming, IT security and database administration.

Application Complexity

Routine: 

• Executable application program, module, or subroutine using an operating-system or machine-interfacing language that reads programmed files, structured databases, or computer registers, and performs object processing involving graphic (algebraic), spatial (geometric) or computational (arithmetic) operations, character search or sorting, and creates a human or machine-readable output.

Moderately Complex: 

• Integrated set of multiple user written programs using compiled language that reads from multiple files or Data Base Management System (DBMS) based data base; 
• Processes intermediate files using arithmetic functions, character manipulation, and sorting; 
• Writes the processed data to one of several output files based on processing results; 
• Produces multiple outputs.

Complex: 

• Highly integrated set of programs with the following: each program using compiled language may read multiple files or a DBMS based data base; 
• Processes intermediate files using the full range of software functions available; 
• Writes the processed data to multiple output files based on processing results; 
• Updates the master files, if any, with a capability for full error recovery; 
• Produces multiple outputs.