Information Technology Support Analyst II

Salary Range

This is a great time to join Santa Cruz METRO!

Salaries are on a six-step salary range schedule with 5% increases yearly. Typical placement on this position is made at the first step of the salary range. Upon successful completion of probation, the second step shall be paid.

SALARY UPDATE: A salary increase for this position is pending Board approval. If approved, the new hourly salary range will be $37.94–$48.43

DEFINITION:

Under general supervision, an Information Technology (IT) Support Analyst II performs tier 1 and tier 2 hardware and software technical support work; is responsible for IT assets lifecycle management and maintains accurate inventory of IT equipment and software; receives and prioritizes requests, evaluates possible solutions, and implements or coordinates effective resolution; and performs related work as required.

DISTINGUISHING CHARACTERISTICS:

Information Technology Support Analyst II is the journey level class in the series. Incumbents at this level are distinguished from the IT Support Analyst I by the performance of the full range of tier 1 and tier 2 support duties as assigned, working independently, and exercising judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit.

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

The duties listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

• Provides tier 1 and tier 2 user support for incidents and service requests received via IT services management (ITSM) software, phone, email, chat, and self-service portal; logs, categorizes, and prioritizes each ticket and resolves or escalates to tier 3 with established incident management and request fulfillment processes.
• Installs, repairs, and maintains computers, printers, mobile devices, peripherals, and network hardware; troubleshoots hardware problems and replaces failed components or coordinates service with third party vendors.
• Creates and processes requisitions and invoices in accordance with agency policies and procedures for the IT department; tracks expenditures and recurring service agreements to ensure compliance with approved budgets and contract terms.
• Maintains an inventory of all IT equipment and software; ensures availability and quick deployment of IT equipment; tracks transactions using the ITSM software; conducts periodic inventory audits to validate accuracy.
• Participates in the assembly and testing of new systems; coordinates the unloading, asset tagging, documentation, and installation of new computer equipment and the removal, storage, and disposition of obsolete assets.
• Installs, configures, and supports on-premise and SaaS software using endpoint management tools; applies software, patches, upgrades, and configuration profiles.
• Performs user-level identity and access management across on-premise and cloud applications; manages accounts, group membership, mailboxes and distribution lists. Performs password resets and provisions/de-provisions access per principle of least privilege; adds, updates, and removes user building access.
• Develops, documents, maintains, and updates knowledge base articles, self-service content, standard operating procedures (SOPs), workflows, job aids, and user procedures related to assigned functions; provides basic end-user training.
• Conducts destination display programming and troubleshooting in support of service changes.
• Assists third party vendors with installations, upgrades, and application maintenance; helps with application troubleshooting, diagnostics, communication, and resolution. Maintains, monitors and supports transit ticketing systems including hardware, installations, upgrades, equipment, and applications.
• Performs related duties and assumes additional responsibilities as required, including any administrative tasks not specifically listed but within the general scope of the classification to support departmental operations.

EMPLOYMENT STANDARDS:

Knowledge of:

• Computer operating systems (such as Windows, macOS, iOS, Android and Linux), applications (such as Microsoft Office 365), and hardware.
• Server operating systems (such as Windows and Linux).
• Network design models (such as Open Systems Interconnection (OSI) and Transmission Control Protocol/Internet Protocol (TCP/IP) models), types of networks (such as wide area network (WAN), local area network (LAN), and wireless area local network (WLAN)), and hardware.
• Network and directory services (such as Domain Name System (DNS) and Dynamic Host Configuration Protocol (DHCP), Active Directory (AD), and Microsoft Entra).
• Principles of Information Technology Infrastructure Library (ITIL) framework for IT services (such as ITSM and asset management).
• Operational characteristics of computer, network, and server hardware, software, and peripheral equipment. 
• Principles, practices, methods, and techniques of diagnosing, troubleshooting, and resolving tier 1 and tier 2 computer, network, and server hardware, software, and peripheral equipment issues using remote access and end point management technologies.
• Principles and methods of tracking and maintaining an inventory of IT equipment and software.
• Principles and practices of developing and maintaining technical documentation, files, and records.
• Methods for writing basic computer scripts (such as PowerShell, Bash, and Python).
• Basic cybersecurity best practices including endpoint protection, patch management, and user access controls.
• Basic mathematics including percentages and basic statistics.
• Methods of prioritizing, planning, and organizing work.
• Customer service techniques and etiquette.
• The effective use of modern office equipment, personal computers, and standard business software.

Ability to:

• Perform a variety of tier 1 and tier 2 support functions in the installation, configuration, troubleshooting, and maintenance of computers, hardware, software, servers, network, and other related technologies and equipment.
• Log, categorize, prioritize, and track service requests using ITSM.
• Develop and maintain technical documentation.
• Track assets and maintain inventory of IT equipment and software.
• Work with users and co-workers on one-on-one or small group informal bases to demonstrate application and/or business processes. 
• Deal tactfully with the users and co-workers when providing information, answering questions, and providing customer service. 
• Respond to and effectively prioritize a high volume of phone calls and other requests for service. 
• Clearly and effectively present technical information to both technical and non-technical users.
• Read and interpret technical manuals, procedures, and instructions.
• Adhere to established work schedules and timelines.
• Balance multiple assignments simultaneously and effectively.
• Utilize standard office equipment and computer software and learn to use specialized Santa Cruz METRO software if assigned.
• Communicate clearly and effectively in both oral and written form.
• Establish and maintain effective working relationships within the department and with other divisions, departments, agencies, suppliers, vendors, and the public.
• Drive a Santa Cruz METRO vehicle to perform assignments.

MINIMUM QUALIFICATIONS:

Any combination of experience and education that would likely provide the required knowledge and abilities is qualifying.  A typical way to obtain the knowledge and abilities would be:

Education, Training and Experience:

Associate’s degree or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field. 

AND/OR

Four (4) years of technical computer support experience, including at least two (2) years providing customer support using an ITSM system.

LICENSES AND CERTIFICATES:

A valid California Driver’s License will be required at the time of appointment and throughout employment.

Must be able to obtain and maintain a current, valid California Class “C” Driver’s License.

CompTIA A+ certification or equivalent demonstrated competency in hardware and software support preferred.

PHYSICAL AND MENTAL DEMANDS:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this job, the employee is frequently required to reach with hands and arms; walk, sit and stand; use finger dexterity; talk and hear; and use a keyboard.  Work often requires stooping at the waist and the repetitive use of both hands to grasp and feel objects.   Work may require lifting up to 20 pounds unaided.   Specific visual abilities required for this job include close vision, distance vision, the ability to see colors and shades, and the ability to perceive depth. 

Mental Demands

While performing the duties of this job, an employee uses written and oral communication skills; reads and interprets data, information and documents; solves problems; uses math and mathematical reasoning; performs detailed work; deals with multiple concurrent tasks; and interacts with others encountered in the course of work.

Work Environment:

The employee typically works in a standard office environment where the noise level is moderate.

OTHER CONDITIONS OF EMPLOYMENT:

• Must pass requisite background check.
• May occasionally work extended hours or hours outside of regular schedule.

 *Adopted:12-11-18
*BOD Approved:09-25-26
*Revised:07-21-26
*Job Family:Information Technology Technical
*Job Series:Information Technology Support Analyst
*Job Series Level:Journey
*Confidential:No
Class Code: T0102
FLSA Status: Non-exempt
Bargaining Unit: SEA

This employer does not sponsor applicants for work visas.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Health and Welfare Benefits for SEIU-Represented Employees

Employees are eligible for benefits on the first day of the month following the date of hire, unless otherwise noted below.

Medical Insurance:  For employee and qualified dependents. Choice between multiple HMO and PPO plans. Santa Cruz METRO contributes 95% of the monthly premium costs for any plan, employee responsibility is 5%. Premium participation continues after retirement.

Dental Insurance:  Premium paid by Santa Cruz METRO for employee and qualified dependents.

Vision Insurance:  Premium paid by Santa Cruz METRO for employee and qualified dependents.

CalPERS Retirement Pension:  

2.5% at 55 - Employees who are vested and were hired before January 1, 2013, directly from another CalPERS-covered agency are eligible for the "Classic" CalPERS pension formula of 2.5% at age 55. Employees hired on or after January 1, 2013, who had prior CalPERS membership and a break in service of six months or less, will also retain the "Classic" formula of 2.5% at age 55.

2% at 62 for PEPRA CalPERS members - Those hired on or after January 1, 2013, who are new to CalPERS or have not worked for a CalPERS-covered agency in the past six months are subject to the Public Employees' Pension Reform Act (PEPRA) and receive the 2% at age 62 formula.

457(b) Deferred Compensation Plan:  Two plan providers available.  Similar to 401(k)

Empower: https://participant.empower-retirement.com  

Voya: https://login.voya.com

Life/AD&D Insurance:   $25,000 Life coverage. $50,000 AD&D coverage provided by Santa Cruz METRO.  Additional Life/AD&D coverage available.                

Long Term Disability Insurance:  Available after one year of service. Premium paid by Santa Cruz Metro. Monthly maximum of $3,000.00.

Employee Assistance Program:  Confidential mental, financial, legal and other assistance.

Premium paid by METRO. https://www.anthemeap.com/prism

Tickets at Work: Discounted rate program. https://www.ticketsatwork.com (Use code SCMPERKS)

Pet Insurance: Discounted rate program. https://figopetinsurance.com/ (Request QR Code)