Detroit, MI - IT - DTMB - Agency Services - MGCB - Technical Support 3

Top Skills & Years of Experience Required :

• Minimum of 3+ years of IT experience is required
• Minimum of 3+ years of customer service experience is required.

General Summary of Function / Purpose of Position

This position serves as an analyst performing a wide range of professional assignments in an Information Technology environment. Serving as a technical expert, provides problem diagnosis, implementation, administration, support and maintenance of computer hardware, software and network products. Analyst provides on-site or remote access diagnosis and resolution of computer hardware and software problems using a highly integrated and specialized set of diagnostic tools with elevated privileges. The position also serves to lead, coordinate and oversee teams that work on processes, procedures and technical specifications; plans, designs and oversees analytical and technical

assignments and the implementation of computer hardware, software and network components.

What are the essential duties of this position?

¿ Communicate effectively, both orally and in writing, with users, unit staff and Managers

¿ Maintain a broad system knowledge, knowledge of computer related equipment, and end user software

¿ Analyze operational problems

¿ Investigate alternative solutions and potential risk

¿ Initiate corrective action

¿ Record and report status

¿ Teach and assist other staff and users

¿ Project management

¿ Server support

¿ Telecommunications support

¿ Database systems support

¿ Enforce security standards

What is the function of the work area and how does this position fit into that function?

Provide support to the agency end users to maximize the productivity and efficiency of their computer-related

equipment and processes. This position serves as a technical analyst in the implementation of computer technology and automation initiatives.

Education / Experience Requirements.

Education -

Information Technology Programmer / Analyst P11 / 12

Possession of a Bachelor's degree with 21 semester (32 term) credits in one or a combination of the following :

computer science, data processing, computer information systems, data communications, networking, systems

analysis, computer programming, information assurance, IT project management or mathematics

Experience -

Information Technology Programmer / Analyst P11

No specific type or amount is required.

Information Technology Programmer / Analyst 12

Two years of professional experience equivalent to an Information Technology Infrastructure or

Programmer / Analyst P11

Alternate Education and Experience -

Information Technology Programmer / Analyst P11 - 12

Possession of an associate's degree with 16 semester (24 term) credits in computer science, information assurance, data processing, computer information, data communications, networking, systems analysis, computer programming, IT project management, or mathematics and two years of experience as an application programmer, computer operator, or information technology technician; or two years (4,160 hours) of experience as an Information Technology Student Assistant may be substituted for the education requirement.

OR

Educational level typically acquired through completion of high school and four years of experience as an application programmer, computer operator, information technology technician, or four years (8,320 hours) of experience as an Information Technology Student Assistant may be substituted for the education requirement

Prescreening questions :

1. Do you have experience working in Customer Service?

Briefly describe your experience working in customer service. If no experience, please answer

N / A.

2. How many years of experience do you have responding to customer inquiries and resolving

problems remotely via telephone or Microsoft Teams?

Briefly describe your work experience responding to customer inquiries and resolving computer

problems remotely. If you have no experience, please enter n / a.

3. Briefly summarize your customer service skills with resolving computer related issues that

will make you a successful candidate for this position. If you have no experience, please

enter n / a.

4. Do you have experience working for the State of Michigan?

Briefly describe your experience working for the State of Michigan. If no experience, please

answer N / A.