INFORMATION RESOURCE SUPPORT SPECIALIST 3 - 04012025-66742

Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF MENTAL HEALTH AND SUBSTANCE ABUSE SERVICES, MIDDLE TENNESSEE MENTAL HEALTH INSTITUTE, DAVIDSON COUNTY

This is an interim appointment, which is a position for a period not to exceed one (1) year.

This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.

This is an on-site position.

Qualifications

Overview

Responsibilities

1. Repairs and maintains advanced equipment by assembling/disassembling equipment and identifying and replacing errant components.
2. Evaluates multiple hardware instances for the need to enhance/upgrade components in equipment including memory, hard drive, etc.

1. Uses simple and advanced computer systems to enter data, utilize email and office productivity tools.

1. Maintains good working relationship with managers, peers, and the customer served.

1. Develops test plans for quality assurance tasks.
2. Conducts, identifies, and analyzes inventory and estimates needs and surplus.
3. Identifies advanced software or hardware solutions to resolve technical issues.

1. Performs advanced hardware diagnostics via hands-on inspection or diagnostic software by assembling and disassembling equipment to determine usability and/or disposition.
2. Simulates and reproduces multiple error conditions for diagnostics and issue resolutions.
3. Identifies any minor or major violations to the state's acceptable-use policy and recommends appropriate actions to supervisor.
4. Inspects advanced mobile and telephone devices to identify and resolve issues.

1. Administers, including, but not limited to, opening, closing, and updating, the help desk ticketing system in a timely and accurate manner.
2. Maintains a hardware and software inventory plan for the Agency, including change of location, updating and asset tagging.
3. Maintains physical and electronic files to track software licensing, renewal and hardware warranties.
4. Performs backup duties for databases and data stores used within the department.
5. Maintains permission controls - security, system access, building access, user admin. May serve as a liaison to the OIR security team.
6. Maintains records management plan and executes records disposition requests.
7. Procures hardware, software and services for the agency when needed. Follows orders via Edison via order tracking and receiving.
8. Develops and maintains an inventory tracking system for the agency.

1. Develops and maintains complex installation instructions for various hardware and software solutions for the agency.
2. Creates and maintains user manuals for proper use of software applications.
3. Creates test scripts for software and applications while adhering to testing requirements of the project.
4. Maintains knowledge base of issue resolution to be used by IT peers to help solve problems.
5. Develops and maintains training materials for software projects.

1. Evaluates compliance with Agency, State, and Federal laws, guidelines, etc.
2. Evaluates and ensures Service Level Agreement (SLA) compliance.
3. Evaluates network security standards, AUP, etc. and determines needs.
4. Ensures compliance with State contract for ordering hardware and software (procurement).
5. Evaluate s system specifications to ensure systems are written in compliance.

1. Documents the startup, backup, maintenance and daily operations activities associated with software and hardware.
2. Documents and maintains system configurations consisting of peripheral devices, communication lines, and user profiles.
3. Tests the compatibility of software and hardware products within the computer.
4. Writes installation procedures for software or hardware products to be used by the IT staff to support customers.
5. Writes documentation for ad-hoc reports, data formatting and extraction, or command language programs.

1. Communicates effectively with outside vendors while representing the state in a professional manner.
2. Maintains a communication plan and executes the plan to keep customers informed of status, timelines, expectations, etc. for all IT projects and events.

1. Estimates appropriate inventory levels for agency's annual desktop replacement plan and monitors the resources needed to maintain proper levels.
2. Estimates resource capacity, capabilities and requirements and makes recommendations based on findings.
3. Determines time, material, and resources for an assigned task or project.

1. Develops and/or administers training and instruction to other technicians on specific system operations.
2. Trains support staff and end-users in the installation and use of hardware or software products.
3. Maintains a technical training plan for the Agency training needs.
4. Explains, in technical work shops or group meetings, the operational functions of hardware or software products.

1. Determines hardware usability (repair or replace) by detailed inspection when needed.
2. Assesses the value of used equipment to determine the disposition and initiates the surplus process if needed.
3. Evaluates a product to determine if it meets the needs sufficiently and determines justification and documentation needs.
4. Recognizes strength and abilities of staff.

1. Gathers requirements from end-users for developing requirements documentation for assigned projects.
2. Uses various methods to perform research from technical knowledge base and other resources.
3. Reviews and extracts pertinent information from detail requirements documents when needed.
4. Becomes familiar with and adheres to acceptable-use policy.

1. Reviews trends and patterns in trouble tickets to identify trouble areas and makes suggestions to improve.
2. Analyzes data from various logs to determine and help resolve issues, including, by not limited to, system logs, user account logs, and internet cache.
3. Analyzes system specs to ensure compliance with system requirements.
4. Predicts or forecasts consumption rates of resources to determine expansion or replenishment of products.

1. Reviews multiple logs (security, users, performance, etc.) and monitors system activity based on review of data.
2. Monitors vendor contracts, software licensing, and warranties to verify compliance in these areas.
3. Monitors desktop hardware and software inventory to ensure the proper inventory levels are maintained.

1. Communicates effectively by keeping supervisor informed of issues affecting performance.
2. Communicates on a regular basis with coworkers/team to share knowledge.
3. Communicates effectively in written form, by email, by phone or in person.

1. Reads and interprets state technology policies in order to communicate the meaning of them.
2. Conveys state technology policies to end-users in the appropriate format based on the recipient.

1. Operates assigned vehicles within agency policy.

1. Uses handcart/dolly to move heavy equipment as needed.
2. Crawls under desks to install computer systems.
3. Climbs a ladder to install computer components.

Competencies (KSA's)

Knowledge:

1. Advanced knowledge of computer hardware, software and related peripherals
2. Knowledge of administrative procedures
3. Knowledge of telecommunication operation, systems and devices

Skills:

1. Active Learning and Listening
2. Advanced Programming
3. Advanced Repairing
4. Advanced Troubleshooting
5. Complex Problem Solving
6. Equipment Maintenance
7. Equipment Selection
8. Installation
9. Instructing
10. Judgment and Decision Making
11. Operations Analysis
12. Quality Assurance (QA) Analysis
13. Service Orientation

Abilities:

1. Extent Flexibility
2. Finger and Manual Dexterity
3. Information Ordering
4. Oral and written comprehension & expression
5. Problem Sensitivity
6. Static Strength (e.g., ability to lift/move up to 50 pounds)
7. Technical Design

Tools & Equipment

1. Personal Computer
2. Telephone
3. Fax Machine
4. Printer
5. Copy Machine
6. Servers
7. Kiosks
8. Cameras
9. Bar Code Scanners
10. Mobile Devices
11. Macintosh
12. Motor Vehicles
13. Security Systems