IT Services Analyst

Salary
$65,400.00 – $79,572.00 Annually$65,400.00 – $79,572.00 Annually
Location
CA, CACoast Colleges District Office, Costa Mesa, CA, CA
Job Type
Classified Staff
Department
District
Job Number
D-006-17
Closing
9/21/2016 11:59 PM Pacific

Definition

Under the general direction of the assigned supervisor, the IT Services Analyst is responsible for assigning, monitoring, and completing administrative and instructional technology support services, including: installation, maintenance, and repairing of all hardware, software, telecommunications, mobile devices, and networking equipment to support the sites’ administrative and instructional technology needs; apply best-practice security techniques; ensure system interoperability and compatibility; act as a lead, provide oversight, and train departmental  staff.

DISTINGUISHING CHARACTERISTICS: This position will perform the scope of duties similar to the IT Services Specialist in addition to overall project responsibility. Assigns and oversees completion of daily/routine work. Monitors progress and compliance in accordance with service level standards; prioritizes work of others; provides and coordinates training; assist with project development and implementation.

EXAMPLES OF DUTIES: Duties may include, but are not limited to, the following:

  1. Assist with project development and lead implementation which includes researching viable options, proposing recommendations, providing cost estimates, meeting with project team members, monitoring  progress of assigned tasks, providing regular progress reports, documenting issues, tracking vendor performance and escalating issues as necessary; perform testing and quality control, ensuring timelines are adhered to, and provide documentation for ongoing support.
  2. Direct and coordinate various assignments and activities of user support staff by providing work direction and guidance to ensure projects and activities comply with established standards, requirements and timelines.
  3. Confer with staff concerning technology needs, issues and malfunctions; provide recommendations and specialized assistance to staff and faculty in researching, evaluating, selecting and ordering computer hardware, software and peripherals to meet identified technology needs.
  4. Travel to various sites to move, install, repair, adjust, service and perform preventive maintenance on computer and telecommunications equipment, hardware, software, parts, components and peripherals.
  5. Perform the installation, testing, maintenance, and repair of assigned servers, networking equipment, storage systems, desktop clients, mobile devices, peripherals, and voice services in support of administrative and instructional technology needs; take proactive and preventative action as required; decommission obsolete equipment in accordance with policies and procedures; plan and coordinate activities as appropriate.
  6. Oversee the identification of technology needs for instructional labs, classrooms (physical or virtual) and specialized instructional and administrative programs; ensure they are functioning properly and needs are met; take appropriate action as necessary.
  7. Perform the installation and maintenance of software for assigned systems and equipment.
  8. Troubleshoot and resolve all issues and outages of assigned hardware, software, servers, and operating systems; respond to user requests; work with vendors and staff to restore services and perform disaster recovery.
  9. Provide management with regular assessment reporting the operational state of assigned systems including an overview of system utilization, schedule maintenance for the period, needed equipment upgrades or replacements.
  10. Assist in the development of departmental Standard Operating Procedures; oversee departmental staff to ensure adherence.
  11. Protect the confidentiality of data in accordance with Federal laws, State laws, District Board policies and administrative procedures, and other applicable laws.
  12. Perform the installation, repair, and maintenance of integrated audio-visual and multimedia systems, including projection systems, terminating video/audio cabling and installing components such as wall plates, speakers, cameras and projection screens.
  13. Perform system and user administration such as creating and maintaining security groups, user accounts, FTP sites, virtual infrastructure (servers and desktops).
  14. Provide regular assessment of the operational and security state of the site’s technology equipment.
  15. Train users and IT staff for the efficient use of assigned systems; develop and maintain user manuals and clearly articulated documentation; provide technical assistance to support staff.
  16. Maintain comprehensive documentation of all assigned systems and networks.
  17. Maintain current knowledge of technological advances in computer systems and networks.
  18. Keep abreast of current technology industry standards.
  19. Adjust work schedule to meet deadlines or respond to emergency situations.
  20. Perform other related duties as assigned.

Qualifications

MINIMUM QUALIFICATIONS

KNOWLEDGE OF:

  1. Best practices and expertise for the setup, configuration and maintenance of information technology such as computers, storage systems, media systems, switches, proxies, VoIP, LAN, WLAN, VLANs, SFTP sites, LDAP, DNS, DHCP, security systems, server and desktop virtualization.
  2. Proficient in supporting VMware Virtual Desktop Infrastructure (VDI) environment.
  3. Proficient in VMware vSphere, VMware View, VMware App Volumes, VMware vRealize, Liquidware Labs Profile Unity.
  4. Knowledge and experience with Liquidware Labs UX, Sophos Anti-Virus for vShield.
  5. Knowledge and experience administering Active Directory, GPO, DNS, and DHCP services.
  6. Knowledge and experience with scripting (Power Shell & VBScript).
  7. Knowledge of technical project management, requirement gathering, and project implementation.
  8. Proficient in Symantec Ghost Solution Suite and Microsoft System Center Configuration Manager, Microsoft Management Console, and Teradici PCoIP Management Console.
  9. Current software versions of Windows and Apple operating systems including Active Directory, Exchange, MS Office.
  10. Data security standards to ensure compliance with state, federal and international laws (such as FERPA) and District Board Policies and Administrative Procedures.
  11. Server and network security schemes such as rule-based ACL, IPsec, logical and physical level security, anti-virus software and appliances, SSL encryption, and certificates.
  12. Equipment, utilities, and tools used to proactively monitor hardware and network utilization: bandwidth, processors, memory, storage, and QoS.
  13. Intermediate Distribution Frames (IDF) configuration, inside wiring/cabling standards, cable management, and related voice and data equipment.
  14. Professional conduct and communications skills for effective participation in meetings.
  15. Customer service standards, practices, techniques and procedures.
  16. Business communication techniques for meetings and presentations.
  17. Appropriate safety precautions and procedures for all job related functions and interactions.

ABILITY TO:

  1. Effectively communicate and problem solve to ensure that our user community is provided with swift resolutions, deal appropriately with many tasks simultaneously, maintain composure and customer focus while troubleshooting and solving technical issues.
  2. Communicate at all levels, both orally and in writing.
  3. Communicate in a clear and concise manner of all planned upgrades, maintenance, and disruptions as appropriate; set realistic expectations on availability; provide immediate notification to employees of outages or intermittent disruptions.
  4. Communicate technical issues in terms that are understood by both technical and non-technical users.
  5. Work with users, technical staff, and vendors to perform or assist with diagnosing and resolving errors, malfunctions, and disaster recovery of the assigned site systems.
  6. Perform daily system monitoring, verifying the integrity, security, and availability of all hardware, server resources, systems and key processes, review system, application, and network utilization logs, and verify the completion of scheduled jobs.
  7. Prepare and maintain clearly articulated records and reports related to assigned systems, service requests, project status, and assigned activities.
  8. Lead and coordinate various assignments and activities by providing work direction and guidance to staff.
  9. Develop proposals, project plans, and reports; document technical and functional specifications.
  10. Install, test, repair, maintain, and decommission technology equipment such as servers, storage systems, switches, system backups, proxies, desktop clients, peripherals, mobile devices, and voice services, in accordance with policies and procedures.
  11. Install, test, and maintain software such as operating systems, virus protection systems, MS Office, databases, portals, cloud computing, virtual servers and desktops.
  12. Install and trouble-shoot integrated audio visual, multimedia, and control systems and components.
  13. Install and test communication wiring/cabling, racks, and related IDF equipment to meet current industry standards.
  14. Remain current with new advances in computer sciences and information technology.
  15. Deploy systems that assist in proactively notifying or solving potential outages.
  16. Ensure network, system, and desktop security meets industry standards, Board policy, and departmental procedures. Develop and provide technical training and support; provide backup to department staff as needed.
  17. Maintain user accounts and assist with password resets in various systems.
  18. Lead or participate in various meetings and training sessions as assigned.
  19. Meet schedules and timelines.
  20. Work effectively under pressure, either independently or as a team member, with minimal supervision.
  21. Be flexible in work schedule and assignment.
  22. Establish and maintain cooperative and effective working relationships with others.

EDUCATION AND EXPERIENCE:

  1. A Bachelor’s degree in Information Technology, Computer Science, Electronics or related field.
  2. Two years of experience working in a lead capacity to support diverse and complex IT systems.
  3. Must have one year of Virtual Desktop Infrastructure (VDI) experience with VMware.
  4. Three years of experience and proven track record related to the installation, repair, and maintenance of IT systems and LAN operations in an enterprise setting.
  5. Experience in an MS Windows environment.
  6. Or, any combination of education and experience that meets the required equivalent qualifications for this position.

DESIRABLE QUALIFICATIONS:

  • Possession of a technology certificate such as Microsoft MCSE: Enterprise Devices and Apps, MCSE: Desktop Infrastructure, or equivalent.

LICENSES AND OTHER REQUIREMENTS:

  • Valid California driver’s license and ability to drive personal or District vehicle to conduct work.
  • Travel to and from district sites to perform work as required.

Conditions of Employment

This is a regular, full-time, 12-month per year, classified position. The normal hours of work during the Fall and Spring Semesters are from 12:00pm – 9:00pm, Monday through Thursday, and 8:00am – 5:00pm, Friday. There is an additional 5% shift differential for this period. During Intersession and Summer semesters, the normal hours of work will be 8:00am – 5:00pm, Monday through Friday. There is no shift differential during this period. The effective date of employment will be arranged with the supervisor.

  • Regular attendance is considered an essential job function; the inability to meet attendance requirements may preclude the employee from retaining employment.
  • The person holding this position is considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in Coast Community College District policies, procedures, and Title IX. (Reference: BP/AP 5910)
  • The Coast Community College District celebrates all forms of diversity and is deeply committed to fostering an inclusive environment within which students, staff, administrators, and faculty thrive. Individuals interested in advancing the District’s strategic diversity goals are strongly encouraged to apply. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose.

PAY PHILOSOPHY: 
All movement on the salary schedule will occur July 1 of each year for all classified employees. Additional Information

ATTENTION: Before applying, please be sure to review the Coast Colleges District Board Policy regarding Nepotism (BP 7310) to check if your application may be impacted. If you have any questions, please contact HR Recruitment at 714-438-4714 or 714-438-4716.

APPLICATION REQUIREMENTS:
To be considered for employment you must submit a COMPLETE application packet. A complete application packet includes:
1. A complete Classified/Management Employment Application.
2. A current resume (attached as a separate document – PDF recommended).
3. A cover letter highlighting your qualifications for the desired position (attached as a separate document – PDF recommended).
4. Answers to all Supplemental Questions (please provide clear, thorough responses as they will be carefully evaluated to determine the most qualified candidate(s) to be invited for an interview; please do not put “see resume.”).

Submission of all required application information and materials is the responsibility of the applicant.

APPLICATION PROCEDURES:
Applications must be received no later than the posted closing date. There are NO EXCEPTIONS. Electronic applications may be completed by visiting www.cccd.edu/employment. Once you have completed an electronic application, you may apply to open positions within the Coast Community College District by submitting the application and all other required materials. Required materials differ for each open position and must be complete when submitted for a specific posting. Instructions for completing applications and applying to posted positions are available online or by calling Applicant Processing at (714) 438-4714 or (714) 438-4716.

Information for TDD users is available by calling (714) 438-4755.

All application materials become the property of the Coast Community College District and will NOT be copied or returned. Any documents that you are unable to attach can be faxed to (714) 782-6065. Faxes must clearly indicate your name and the job to which you are applying.

To ensure consistency and fairness to all applicants, please do not submit materials in addition to those requested. Additional materials will not be considered or returned. Be sure to complete all questions and sections of the application. For questions which may not apply, indicate “n/a” (not applicable). If you do not know an answer, please indicate so, but do not leave any space blank. All applications will be screened under a process of utmost confidentiality by a committee of representatives from the college community.

Disability Accommodations:
If you require accommodations in the Application or Examination Process, please notify Human Resources by calling (714) 438-4714 or (714) 438-4716.

SELECTION PROCEDURES:

  1. All online applications and required materials received by the deadline date will be screened to determine which applicant(s) meet(s) the minimum qualifications as stated in the job announcement. Please note: Possession of the minimum qualifications does not ensure an interview.
  2. Applicants who meet the required qualifications and who are also deemed to possess the highest degree of desirable qualifications will be invited to discuss their qualifications in an interview with the College/District. Therefore, it is highly recommended that applicants submit clear, detailed responses to all supplemental questions in order to demonstrate his/her qualifications as related to the position.
  3. If any travel is required for an applicant to participate in-person during the interview process, this will be done so at the candidate’s own expense.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

  • The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • A detailed list of physical demands and work environment is on file and will be provided upon request.

The Coast Community College District is a multi-college district that includes Coastline Community CollegeGolden West College, and Orange Coast College.  The three colleges offer programs in transfer, general education, occupational/technical education, community services and student support services.  Coastline, Golden West and Orange Coast Colleges enroll more than 60,000 students each year in more than 300 degree and certificate programs.
Since its founding in 1947, the Coast Community College District has enjoyed a reputation as one of the leading community college districts in the United States.  Governed by a locally elected Board of Trustees, the Coast Community College District plays an important role in the community by responding to needs of a changing and increasingly diverse population.

Coast Community College District is an Equal Opportunity Employer
The Coast Community College District is committed to employing qualified administrators/managers, faculty, and staff members who are dedicated to student learning and success. The Board recognizes that diversity in the academic environment fosters awareness, promotes mutual understanding and respect, and provides suitable role models for all students. The Board is committed to hiring and staff development processes that support the goals of equal opportunity and diversity, and provide equal consideration for all qualified candidates. The District does not discriminate unlawfully in providing educational or employment opportunities to any person on the basis of race, color, sex, gender identity, gender expression, religion, age, national origin, ancestry, sexual orientation, marital status, medical condition, physical or mental disability, military or veteran status, or genetic information.

Source:https://www.governmentjobs.com/careers/cccd/jobs/1524668/it-services-analyst

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