PORT TECHNICAL SUPPORT ANALYST IV

Port of Oakland; Oakland (CA); On-site; USD 90,000 - 140,000; Full time

Job summary

The Port of Oakland seeks a seasoned MIS Support Analyst IV to lead technical support across PC, LAN/WAN and customer services for Port divisions.

You will supervise staff, coordinate projects, advise on software needs, and ensure system reliability through design reviews, testing and training. This on-site role offers impactful work within a public agency and a collaborative IT team.

Qualifications

• Bachelor's degree in a related field plus at least four years of end-user PC/LAN/WAN, Telecommunications Services and/or Customer Services experience.
• At least one year in a lead capacity.

Responsibilities

• Leads MIS Customer Services functions such as the Help Desk, Hotline and user service requests response and tracking.
• Advises departments on software options and provides project coordination or leads in project management.
• Prepares system design specifications and reviews; installs and maintains third party software packages.

Skills

Microcomputer systems

Visual Basic

HTML

C

4GL

Customer Services

Supervision

Project management

Networking

Telecommunications

Education

Bachelor's degree in computer science/electronics/math/business

Tools

MS Access

MS SQL

Oracle

HP Image

Job description

CLASS DEFINITION

Under direction, the Port Technical Support Analyst IV leads the technical support functions of the MIS department, including one or more of the following areas: PC & Network infrastructure maintenance, support & enhancement, project lead and/or management, voice and data communication systems maintenance and support, MIS Customer Services and system training for all Port divisions and departments computer users. Performs related work as assigned.

Any one position may not include all the duties listed, nor do the examples cover all the duties which may be performed. Incumbent may perform other related duties at the equivalent level.

• Plans, leads, organizes and conducts microcomputer operation functions, such as setting up and installing computer equipment, installing peripheral software and performing file backups, reassignment or relocation of user support infrastructure, or assigns to staff.
• Monitors and supports computer and network processing by setting batch files, system back-ups, troubleshooting, reformatting or restoring hard disk and files, or assigns to staff.
• Establishes and implements regular maintenance and repair schedules for microcomputer, LAN/WAN, and telecommunication equipment, or assigns to staff.
• Leads MIS Customer Services functions provided to Port-wide system users such as the MIS Help Desk, Hotline, and user service requests response and tracking management.
• Advises departments on types of applications or available software capable of meeting their defined needs. Provides project coordination or leads in project management.
• Organizes and assigns work; provides leadership and technical supervision for subordinates; may prepare performance appraisal reports for signature; assists in the preparation of annual work plans of subordinates.
• Advises in design, development and tests on application programs for Port Internet, Intranet and network application users. Recommends or develops custom program applications using appropriate systems and programming facilities.
• Prepares detailed system design specifications and reviews; installs and maintains third party software packages as required.
• Assists user departments in defining requests for computer service by preparing a project plan, a systems acquisition RFP/RFQ and/or a conceptual design of the proposed system Provides user education and training as required.
• Participates in training and the development of in-house software for Internet/Intranet applications, as well for systems processing and programming techniques.
• Performs related work as assigned.

EDUCATION AND EXPERIENCE

This position requires a combination of education and experience reflecting possession of the required knowledge, skills, and abilities. A typical combination would include a bachelor's degree from an accredited college or university in computer science, electronics, mathematics, business administration or closely related field PLUS at least four years of recent end-user PC/LAN/WAN, Telecommunications Services and/or Customer Services experience in a private or public organization, of which one year must be in a lead capacity.

KNOWLEDGE, SKILLS AND ABILITIES

To perform the typical tasks and duties of the position successfully, the knowledge, skills and/or abilities listed below are required.

Knowledge of:

• Microcomputer systems to solve common and complex hardware, software and application failures in a reasonable amount of time.
• One or more of the following computer languages: Visual Basic, HTML, C or other 4GL-system language.
• Working knowledge of at least one of the following data base systems: MS Access, MS SQL, Oracle and HP Image.
• Principles and practices of “Customer Services” in a technical environment
• Principles and techniques of effective supervision.
• Simple and complex programming methods and techniques, including online systems and data base design.
• Operations and interconnections of telecommunication equipment, networking components and peripheral equipment, including lines, servers, routers, and bridges.

Ability to:

• Supervise and direct subordinate professional and support staff.
• Interpret and enforce administrative/operational polices, practices and procedures.
• Analyze and solve problems of a complex nature.
• Coordinate and manage technical, systems or application development projects.
• Use a full functions of all Port’s standard PC, Internet and Intranet applications.
• Troubleshoot microcomputers, peripherals, telecom and network systems down to the problem component.
• Perform repairs or replacements to microcomputers and peripheral equipment.
• Create a reasonably complex turnkey database system in a microcomputer based relational database program.
• Use planning and project management tools to manage projects and assigned staff.
• Communicate clearly and concisely in both verbal and written presentations.
• Exercise sound independent judgment within general policy guidelines.
• Establish and maintain effective working relationships with those contacted in the performance of duties and to work as a team.

THE SELECTION PROCESS

Stage I: Application and Supplemental Questionnaire Evaluation (Pass/Fail) – The first stage in the selection process will consist of an application and supplemental questionnaire appraisal review (pass/fail). Applications submitted without the completed supplemental questionnaire will be deemed incomplete and not given further consideration. Meeting the minimum qualifications does not guarantee advancement to the next stage. Only the most suitably qualified candidates will be invited to Stage II.
Stage II: Assessment Examination (Weighted 100%) – The second stage of the selection process may consist of an combination of job-related situational project exercises and an oral panel interview designed to assess technical knowledge and any additional other KSAs. Job-related situational project exercises may consist of written exercises, performance exercises or other situational exercises that would assess the KSAs. The Assessment Examination is designed to test your overall aptitude for the position.

Candidates must achieve a scale score of 70 or more on this examination to be placed on the eligible list for employment consideration. The Port of Oakland reserves the right to modify the selection process as necessary to conform to administrative or business necessity.

ADVISORIES

Immigration and Reform Control Act: In compliance with the Immigration and Reform Act of 1986, the Port of Oakland will only hire individuals who are legally authorized to work in the United States. Social Security card must be presented, and the name on it must match the name on the application.

Americans with Disabilities (ADA): In compliance with State and Federal Laws, the Port will employ and promote qualified individuals without regard to disability. The Port is committed to making reasonable accommodations in the selection process and in the work environment. Individuals requesting reasonable accommodations during the selection process must notify Justin Lagman at [e-mail] seven (7) calendar days of the closing date of the job announcement. The Port requires applicants to provide supporting medical documentation to substantiate a request for reasonable accommodation.

The Port of Oakland is an Equal Opportunity Employer

This classification requires each incumbent to successfully complete a Transportation Security Administration (TSA) background check, which will include a fingerprint-based Criminal History Records Check (CHRC) and a Security Threat Assessment (STA), prior to being considered for this position. This status must be maintained for the duration of employment at the Port.