Infrastructure Analyst

Job Summary

Performs and conducts elementary to advanced (Level 2) analysis and technical support for the county’s interconnected hardware, software, applications/platforms, operating systems, and/or local/wide area networks. Takes corrective action to resolve any problems or refers problems to the appropriate resource. Key role support for service interruptions and persistent problems by utilizing knowledge of root cause analysis and correct action planning. Coordinates work done by service providers on behalf of the county.

Job Description

Provides support of operating systems (Windows, OS/2, AS/400, UNIX, DOS, and Novell) and network infrastructure (TCP/IP, NetBIOS/NetBEUI, and SNA to Token Ring/Ethernet). 



Performs system administrative functions, including but not limited to operating system and application upgrades, some utility programming, security administration and monitoring. 



Provides general or technical assistance in response to requests from IT customers; provides support for customers regarding computer applications. 



Assists with various administrative duties to include maintaining the Operating Procedures Manual.   



Installs, monitors, configures, and administers computer and/or communication equipment/devices in a networked environment. 



Assists IT management with the evaluation of new technologies. 



Monitors and analyzes mainframe/network data for system/network problems; backs up, documents, and tracks systems and write reports regarding issues; researches problems to identify root cause - recommends appropriate solutions. 



Performs administration of mailboxes and user accounts; monitors and troubleshoots to resolve mail problems.  



Participates in various meetings, groups, and/or committees. 



Develops reports, ad hoc queries, automated queries, and/or alerts/notifications. 



Contributes to systems/program development, maintenance, and planning to support the County Strategic Plan.



Recommends enhancements, changes, and upgrades to obtain more efficient operational performance and systems utilization across all county business segments.



Utilizes various development tools. 



Adheres to and promotes ITIL disciplines and practices. 



Adheres to the ITSM management protocols and processes, including Change and Release management.



Identifies and uses appropriate debugging techniques.



Participates in testing and trial runs of new and revised systems.



Creates test plans and test data.



Conducts root cause analysis and provides resolution and/or guidance to vendors and/or internal end users on resolution.



Monitors and conducts analysis, anticipates performance problems and/or errors, identifies root causes, and plans, initiates, and expedites problem resolutions to meet system availability requirements.



Assists with and/or runs confidential reports on system access and usage as requested.



Monitors for, manages, and/or performs upgrades, patches, fixes, and alerts for network, systems, servers, databases, hardware, software/applications, and/or platforms and program products to maintain at current release levels.



Recommends and promotes optimal use of new technology for system architecture and infrastructure services.



Create users, assign roles and menus, monitor batch processes, and provide data extraction.



Authors and maintains detailed functional and technical documents of architectural designs, deployments, and/or operating procedures.



Conducts training for Information Technology staff on new and emerging systems, services, and/or technologies.



Works the hours and/or shifts assigned and begins and ends work on time.



Performs other related duties as required or assigned.

Minimum Qualifications
Requires the equivalency of an Associate's Degree and two years of system support experience troubleshooting, installing software, or providing help desk service in a complex or medium to large enterprise, including MS Operating systems and MS Office applications. Preference given for prior Help Desk, Windows, and ITIL Certification. A valid driver's license and a reliable form of transportation for the performance of work responsibilities is required.

Supervisory Controls
The employee is under the supervision of the IT Manager. The Manager will make work assignments via verbal and/or written instructions and provide assistance as required, occasionally reviewing work for adequacy and compliance with policies and/or instructions.

Core Competencies and Abilities
Customer Service - Delivers government services in a respectful, responsive, and solution-oriented manner.

Communication - Is always clear about what we're doing and why we're doing it.

Collaboration - Works with partners – communities, schools, faith groups, private business, and non-profit agencies – to see that services are not duplicated but rather are complimentary, aligned, and provided by the partners who can deliver the service most effectively.

Stewardship - Works proactively to make investments, guided by resident input, which will transform lives, communities, and government.

Empowerment - Works with individuals and families to affirm strengths, develop skills, restore hope, and promote self-reliance.

Resiliency - Fosters public preparedness and responds when families and communities face health and safety emergencies.

Innovation - Takes informed risks to deliver services more effectively and learns from successes and failures.

Knowledge – Knowledge and basic experience in the disciplines of solutions development and cross solution integration.

Knowledge and experience in using Project Management methods to effectively deliver assigned projects.  

Knowledge and experience in IT Service Management (ITSM) processes for release and change management that minimize business disruptions and meet service performance expectations.  

Knowledge of County key technologies, including: MS SQL Server, ServiceNow, Active Directory, O365 technologies, Web-Related Technologies, Relational Database Technologies, and multiple Programming Languages.  

Knowledge of application development and/or database design/data modeling methodologies and tools.

Knowledge in technology and industry solutions including office automation, data processing techniques and practices, software development methodology, forms and records management.  

Knowledge of statistical, analytical and research concepts and methods.

Knowledge of relationships between internal and external agencies and governing entities.  

Knowledge of e-business applications, and/or content management systems, Office 365 Suite including, Visio and Visual Studios.

Knowledge of ITIL Service Management and its service and delivery components.

Abilities – Ability to work in a team environment and effectively work with both technical and functional staff.  

Ability to remain flexible without losing focus on priorities, deadlines, and customer service perspective.  

Ability to work under the pressure of time constraints and frequent interruptions.  

Ability to evaluate and recommend new technologies to support the county business functions in the short and long term; including system architecture, application architecture and database architecture.  

Ability to apply systems thinking to public sector programs to try to streamline and improve processes.  

Ability to gather, analyze, document and communicate information appropriately based on project goals and audience.

Ability to develop and present information for routine business and project analysis; ability to express complex technical concepts effectively, both verbally and in writing.  

Ability to work well with people from different disciplines with varying degrees of technical experience.  

Ability to initiate and implement problem resolution, escalating issues appropriately.  

Ability to work independently without close supervision.  

Ability to speak, present, and interact in public arenas with composure, professionalism, and discretion.  

Ability to use MS Office software for the performance of essential duties.  

Ability to use appropriate discretion in dealing with matters of a confidential nature.

Work Environment and Physical Demands
Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in an office setting.

Physical activities include sedentary to light work: Reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, stooping, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis and 50 pounds occasionally in handling files and equipment necessary for performing the essential duties of the job.