1D28
PAY RANGE: N19
(Data Center)
(Help Desk)
GENERAL DEFINITION
This is operating systems work supervising shift employees engaged in the operation of a large-scale mainframe processor with a multiple CPU and multiple operating systems and/or multi-server environment for the Data Center Specialty or supervising employees engaged in technical support computing work for the Help Desk specialty. Significant to the work for the Data Center Specialty is recognition and resolution of technological and production problems, maintenance of data flow through the equipment, and coordinating the efficient use of resources to meet production deadlines. Significant to the work of the Help Desk Specialty is determining source of service issues for help desk ticket requests and coordinating resolution of service requests with outside agencies as needed. Work is performed under the direction of an administrative superior.
ALLOCATING FACTORS: (The following conditions must be met in order for a position to be allocated to this class.)
1. Positions in the Data Center Specialty must be located in the central technology agency’s Data Center and must supervise Computer Operators on an assigned or rotating shift engaged in data processing work and diagnostic and liaison work related to system or network recovery.
2. Only one position will be allocated to the Help Desk Specialty in the Department of Behavioral Health and Intellectual Disability Services. The position must supervise Computer User Support Specialists engaged in responding to requests for assistance from a helpdesk and coordinating service issue resolution for computers and peripheral equipment.
TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)
Data Center Specialty
Plans, assigns, and reviews the work of a staff operating computer consoles and peripheral equipment, such as a tape and disk drives, on an assigned or rotating shift in a data center; recommends training sessions for employees; assists in the selection of new employees; instructs new employees in operation of equipment.
Assists operators encountering equipment, job control language, or program problems; runs diagnostics to discover cause of work interruption or equipment malfunction; tests equipment for possible causes; evaluates the severity of machine breakdown; performs minor repair of equipment; contacts manufacturer representative for more extensive repair; signs service authorization; contacts technical support personnel as needed for systems repair; makes minor programming changes and/or contacts application programmer for assistance.
Reviews work in progress of operators; coordinates with Production Control in prioritizing and expediting jobs; adjusts equipment use in times of breakdowns to maximize processing efficiency; revises manpower schedules to meet processing exigencies; arranges for transfer of data flow to fully functioning equipment.
Maintains operating performance data of equipment; maintains logs of special jobs; tours facility to ensure integrity of the computer room; monitors temperature and humidity levels in the computer and peripheral areas; notifies requesting authorities of completion of runs of jobs of special significance.
Help Desk Specialty
Plans, assigns and reviews the work of a staff engaged in technical support computing work including troubleshooting and maintaining an operating department’s hardware, software, and related equipment; reviews help desk troubleshooting ticket requests to determine appropriate assignment; determines source of service issue and coordinates with, and refers to, contracted or outside agencies when required; coordinates with the city’s central technology agency on technological issues and city-wide programs; troubleshoots database problems and issues and confers with network administrator and administrative staff to resolve the most complex database/computer issues, procedures and methods of operation.
Maintains and monitors database of service requests to determine sources of technological issues, response time and distribution of work; trains lower level technical support staff on resolution of service requests and routing procedures.
All Specialties
Performs related work as required.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
KNOWLEDGE OF:
· the operation of current electronic computer and peripheral equipment, including data communication and inquiry systems
· the functions and operation of related computer equipment, such as tape and disc drives, printers, scanners, flash drives, mobile devices, etc.
· the operation and capabilities of modern, large scale equipment configurations
· the operational capabilities of a large-scale, multi-terminal information communications network for the Data Center Specialty
· the methods of obtaining maximum utilization of computers and their peripheral equipment
· large scale telecommunications networks
· computer problem tracking, escalation, and service levels for the Help Desk Specialty
· data processing concepts, especially as applied to high-volume, batch processing
· the principles, methods, and practices of diagnosing computer system and equipment failures
· computer capabilities in server and large-scale mainframe with multiple CPU and multiple operating system environment for the Data Center Specialty
· the care and minor maintenance of computer equipment
· programming techniques
ABILITY TO:
· diagnose and resolve problems related to computer hardware, software, and related equipment for the Help Desk Specialty
· establish and maintain effective supervisory relationship with subordinate employees
· work effectively and direct a group of subordinate employees within severe time constraints
· train individuals in the use of computer and peripheral equipment
· establish and maintain effective working relationships with associates, service representatives, technical personnel, and representatives of client departments
MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 8/23.)
EDUCATION:
Completion of an associate degree program in computer science, information technology or a related field.
NOTE: Certification of completion of a two-year Information Technology program from an accredited Technical School meets the minimum education requirement.
NOTE: Additional experience may substitute for the required education on a year for year basis.
AND
GENERAL EXPERIENCE:
Two years of experience in the operation of electronic computers and peripheral equipment.
AND
Data Center Specialty:
SPECIFIC EXPERIENCE:
Two years of data processing experience on an assigned or rotating shift in a large-scale Data Center including a mainframe with multiple central processing units and multiple operating systems and/or multi-server environment or supervising the operation of electronic computers and related equipment on an assigned shift.
Help Desk Specialty:
SPECIFIC EXPERIENCE:
Two years of computer user support work at the advanced clerical level performing a variety of support services including responding to requests for assistance from a helpdesk and troubleshooting and resolving problems with computers.
Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources that has included the specific experience.
City of Philadelphia Classes which typically qualify:
Data Center Specialty
Computer Operator (1D22)
Help Desk Specialty
Computer User Support Specialist (1D59)
PHYSICAL AND MEDICAL REQUIREMENTS
Ability to meet the physical and medical standards approved for this class.
Spec. Revision: 6/83
Spec Revision: CSC – 9/16; Ad. Board – 10/16
Latest Spec. Revision:
CSC: 7/23
Ad. Board: 8/23
JL