In support of information systems and users, performs standard consulting, analyzing, programming, maintenance, installation and/or technical support.

Under general supervision, follows established work methods and procedures to complete tasks on computers and/or telecommunication software/hardware, applications, support products, projects, or databases for small scale systems or programs or pieces of larger systems or programs. Performs standard tasks such as consulting with customers to identify and analyze technology needs and problems; responding to and resolving trouble reports from users; processing equipment and service orders; coordinating installations, moves, and changes; analyzing problems for parts of applications and solving problems with some assistance; supporting and enhancing existing applications in compliance with specifications and standards; conducting unit, system or usability testing; writing specifications and developing reports; developing and conducting application, software and/or system operation training for users; or serving as part of a problem solving team addressing more complex issues. The majority of tasks are limited in scope and impact individuals or small groups. Complex problems are referred to a higher level.

Gathers customer service and equipment needs for client applications, hardware and software products, network infrastructure equipment, or telecommunications software or hardware. Attends fact gathering sessions, accesses and retrieves data, and analyzes problems. Solves problems with some assistance;

Processes equipment and service orders. Coordinates installations, moves, and changes;

Installs system hardware and software. Performs standard maintenance, preventive maintenance, modification, testing and debugging. Tests according to appropriate standards;

Maintains backup, batch queuing, directory maintenance, capacity and resource management, and printing systems;

Reviews system logs and messages to identify events and errors;

Runs tests using hardware and software diagnostic tools such as network analyzing equipment and operating system diagnostics to identify and either resolve or refer problems to other staff for analysis;

Provides help desk technical support, and/or responds to trouble reports from users and identifies and resolves problems within their control. Performs component-level diagnostics to determine need for replacement. Identifies and replaces faulty components to board level. Calibrates and/or tests for proper operation;

Advises users on the use of systems, hardware, and software; researches product information;

Monitors reports, billings, documents, and activity logs;

Drafts specifications;

Creates and supports operation of test environments for hardware and/or software. Develops test scripts. Develops tools such as elementary job control scripts, program parameters and program subroutines;

Applies pretested modifications to applications software;

Supports and enhances existing applications in compliance with specifications and standards. Reviews and re-writes previously-written code to improve and/or adapt code to changes;

Responsible for small, stand-alone applications with limited scope such as: facility scheduling, job scheduling, labeling, random number generator, and custom card catalog;

Assists higher-level analysts with larger projects. Assists in developing prototypes; develops preliminary application specifications; codes, tests (unit, system, and regression), and implements application components. Develops and updates documentation;

Develops data flow diagramming and/or process models;

Runs periodic audit reports. Performs trend analysis following pre-defined methods;

Tests new releases of elementary software/hardware. May assist higher-level staff in testing more complicated software/hardware or software/hardware with larger operational consequences;

Develops and conducts software application and system operation training for users such as explaining features and functionality; training users on use of applications; developing effective help screens;

Develops and maintains elementary reports.

There may be instances where individual positions must have additional licenses or certification. It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position.

Three years of information technology experience such as analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, or telecommunications or network infra-structure equipment, or providing customer or technical support in information technology.

New class effective June 1, 2005; Information Technology Specialist 2 (replaces 2416 Information Technology Applications Specialist II, 03272 Information Technology Systems Specialist 2, 03292 Information Technology Applications Specialist 2, 2406 Information Technology Systems Specialist II).
Revised: Deleted class series concept; changed subject heading from distinguishing characteristics to definition, same content (June 11, 2009).