In support of information systems and users in an assigned area of responsibility, independently performs consulting, designing, programming, installation, maintenance, quality assurance, troubleshooting and/or technical support for applications, hardware and software products, databases, database management systems, support products, network infrastructure equipment, or telecommunications infrastructure, software or hardware.

Uses established work procedures and innovative approaches to complete assignments and coordinate projects such as conducting needs assessments; leading projects; creating installation plans; analyzing and correcting network malfunctions; serving as system administrator; monitoring or enhancing operating environments; or supporting, maintaining and enhancing existing applications.

The majority of assignments and projects are moderate in size and impact an agency division or large workgroup or single business function; or internal or satellite operations, multiple users, or more than one group. Consults with higher-level technical staff to resolve complex problems.

Conducts needs assessments, requirements analysis and evaluates products for applications, computing, and/or telecommunication technologies that may be applied to a division, large work group, or single business unit's requirements. Follows structured processes to determine requirements. Documents work flow, assists clients in defining and prioritizing requirements, analyzes customers’ service and equipment needs, provides information to clients on the capabilities and limitations of available systems;

Leads moderately sized projects. Develops project charter and plan, sets and maintains project schedule, coordinates design, maintenance, and testing, assigning and leading staff, ensures standards are met (quality assurance), develops and implements communications strategy. This may include system modeling, initial database design, system mapping and system connectivity; re-configuring existing systems, or building systems within existing standards. May provide project management assistance for large or complex projects. Provides quality assurance for moderate projects, or assists with providing quality assurance for large or complex projects;

Creates installation plans; independently installs and configures hardware/software. Customizes off-the-shelf applications, coordinates work with and/or oversees vendors responsible for installing hardware/software or telecommunication equipment and systems. Creates and supports processing environments (e.g. test, demo, and production). Orients users on functionality and manages software licenses;

Serves as system administrator. Identifies moderate operational problems that impact one division or large work group or single business function. Interacts with vendors to resolve straightforward problems. Works with vendors to identify and implement code changes; monitor service level agreements;

Analyzes and corrects network malfunctions. Assists users in ordering and installing data communication equipment. Replaces faulty hardware modules in network equipment;

Uses advanced 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;

Monitors and enhances operating environments to ensure optimal performance. Applies software patches and writes command procedures and programs to eliminate operating errors. Maintains, modifies, installs, tests, and debugs system-level software such as operating systems, device drivers, memory managers, and communications software. Provides maintenance and operations support for applications. Develops and implements emergency fixes and resolves hardware system problems;

Integrates acquisition needs with business plan for customer’s unit;

Assesses training needs, determines training approaches and develops course materials. Instructs users and computer support staff. Consults on desktop productivity tools/software;

Implements security policies and standards;

Identifies documentation needs. Creates documentation for systems and users;

Provides maintenance and operations support for applications. Develops and implements emergency fixes and resolves hardware system problems;

Conducts trend analyses. Sets up monitoring tools. Reviews systems logs and messages. Investigates performance problems. Conducts customer service surveys and makes recommendations for system enhancements;

Supports, maintains and enhances existing applications that generally impact one division, or large work group or single business unit;

May supervise lower level staff.

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.

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

New classes effective: June 1, 2005; Information Technology Specialist 3 (replaces 2407 Information Technology Systems Specialist III, 03293 Information Technology Applications Specialist 3, 03273 Information Technology Systems Specialist 3, 2417 Information Technology Applications Specialist III).
Revised: Deleted class series concept; changed subject heading from distinguishing characteristics to definition, same content (June 11, 2009).