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- Summary
AC Transit is actively recruiting for the position of Innovation & Technology Service Analyst. Under general direction, performs on-site and/or remote technical duties in support of a variety of information systems and system components using excellent customer service methods. This is the experienced level within the Innovation and Technology (IT) Service Analyst series. The work involves frequent contact with others, coordination of multiple, concurrent activities, and the ability to work independently, providing first and second-level technical response and support service to District staff. There are two levels within the IT Service Analyst series that are distinguished from one another by the technical complexity of the assigned duties and the level of discretion and independent judgment exercised.
There are three (3) levels within the Innovation and Technology (IT) Service Analyst series, which are distinguished from one another by the technical complexity of the assigned duties and the level of discretion and independent judgment exercised.
Positions in the series are flexibly staffed to meet the needs of the District. Positions at the experienced level are normally filled by advancement from the entry-level and promotion is subject to the following: (I) management affirmation that the incumbent is performing the full range of duties assigned and (ii) after gaining requisite experience and demonstrating proficiency which meets the minimum qualifications of the next higher-level classification.- Representative Functions
May include, but are not limited to the following:
- Performs on-site and/or remote, technical duties in support of a variety of information systems and system components that includes, installing, replacing, relocating, connecting, and configuring workstations, telecommunications equipment, mobile devices, software applications, and peripheral components such as monitors, keyboards, printers, disk drives, switches, and cabling.
- Researches and resolves routine to moderately complex user issues; provides on-site and remote technical duties, which requires working and resolving issues independently and escalating and/or working collaboratively to resolve the more complex technical issues with specialized or higher-level staff and/or the vendor as appropriate.
- Assists with the installation, connection, and configuration of servers and related network level equipment.
- Installs, configures and tests software applications, updates, and upgrades.
- Assists in maintaining and administering network systems.
- Coordinates and conducts limited training for users on various computer systems and applications; develops technical manuals, procedures, instructions, and user documentation.
- Maintains records of software and hardware installed or repaired, and of work performed in assigned area, and may write or generate reports.
- Functions as a technical resource on project teams for special information technology projects; adheres to assigned schedules and timetables for projects and systems maintenance, as needed.
- Provides updates, status, and completion information to staff and/or users via voice mail, e-mail, status reports or in-person communication.
- Coordinates and participates in equipment moves, changes in departmental software or hardware, network system and/or operating system changes.
- Functions as a liaison between vendor representatives and business users to research and resolve software and hardware problems; assists with testing and debugging efforts for new software applications.
- Receives and evaluates requests for service; provides high-quality, timely service assisting users, on-site and/or remotely; diagnoses problems, troubleshoots, and implements remedial actions; researches and determines appropriate solutions and courses of action to resolve issues with hardware, software, security, access controls, and systems issues.
- Enters user requests and pertinent details and issues into the IT Service Management system; provides updates, status, and completion information to staff via voice mail, e-mail, and/or in-person communication.
- Maintains hardware and software inventory.
- Provides technical support and audio, visual, and computer-related equipment set-up for conferences, meetings, and off-site events.
- Responsible for the on-boarding of staff, including 33Tcreating and administering user accounts, groups, and permissions in various systems and applications; assists with the 33Toff-boarding/exiting process upon an employee's termination.
- Performs related duties as required.
- Minimum Qualifications
Education: Equivalent to an associate degree from an accredited college or university with a major in computer science, management information systems, mathematics, or a related field; and/or completion of a recognized course of study in computer science or related modern technical discipline.
Experience: Two (2) years of experience configuring, administering, implementing, monitoring, and maintaining desktop environments including hardware, applications and/or IT infrastructure systems in a virtualized desktop environment.- Additional Information
Physical Requirements: (1) Must maintain the physical condition necessary to perform tasks in an office setting operating a personal computer, keyboards, and other peripheral equipment; (2) must maintain mobility in order to safely drive a District vehicle to travel between District facilities; and (3) must maintain the physical condition necessary to perform the following physical movements: frequently stand, walk, lift and transport light objects weighing up to fifteen (15) lbs., push, bend, balance, kneel, crouch, access constricted spaces, and make fine motor movements with the hands, fingers, and arms; and occasionally lift and transport objects weighing up to fifty (50) lbs., pull, climb, crawl, twist, and reach.
Special Requirement: Must be willing to: (1) work outside regular business hours as required by implementation of special projects, and emergencies; and (2) travel between all District facilities and data centers.THIS POSITION IS A UNION POSITION, REPRESENTED BY AFSCMEThe Selection Process: The Human Resources department must receive a completed online application by the filling date. If this recruitment is "Continuous," it may be closed at any time without notice. Applications will be screened for job related qualifications, and those candidates who best meeting the qualifications listed on this Job Announcement will be invited to participate in an examination process that may include written, oral and/or performance segments. Current District employees must have satisfactory attendance and performance records. Finalists will be placed on an Eligibility List. When filling vacancies, the Human Resources Department will refer the top candidates to the hiring department for final screening and recommendation.
Vaccination Requirement for Candidates Seeking Employment: Alameda-Contra Costa Transit District has implemented a requirement that requires all candidates for District employment to be fully vaccinated for COVID-19, including variants, prior to being employed by the District, subject to limited exceptions. AC Transit adopted this vaccination policy as an emergency public health response to mitigate the negative public health consequences associated with increased incidence and test positivity rates and the prevalence of new virus variants, including increased hospitalizations, intensive care unit admissions, and deaths.
As such, candidates seeking District employment will be required to: (1) be fully vaccinated (two weeks after completion of the entire recommended COVID-19 vaccination series) and (2) submit a copy of their COVID-19 vaccination card prior to their start date, unless a reasonable accommodation request for a medical or religious exemption has been approved.
Benefits: The transit professionals who call AC Transit home represent the rich cultural diversity of the Bay Area. For more than 60 years, we have been an equal opportunity employer honoring religion, ethnic background, national origin, gender, gender expression, genetic information, disabilities, age, and veteran status.
We are not only an inclusive employer but also offer a comprehensive benefits package rooted in choice, flexibility, and affordability. Most Benefits are effective the first of the month following your hire date. Employees and eligible dependents have access to the following benefits*:
- Medical - Choice of two Health Maintenance Organizations (HMOs): Kaiser Permanente and Health Net. $10.00 office visit co-pays; $5.00 - $35.00 prescription co-pays.
- Dental - MetLife Preferred Provider Organization (PPO) $50 annual deductible per person/$150 per family; $3,000 per person annual maximum; preventative care covered at 100%; basic and major care covered at 90%; $4,000 lifetime maximum orthodontia covered at 50%.
- Vision - Vision Service Plan - $10.00 copay; eligible for an exam, lenses, frames or contact lenses every 12 months - based on the last date of service. $200 frame allowance or $120 allowance for contact lenses.
- Employer paid Basic Life Insurance
- Employee paid Voluntary Term Life Insurance
- Employee Assistance Program (EAP)
- Retirement - employees automatically participate in a lifetime defined benefit plan and have the option to contribute to a 457 deferred compensation plan via payroll deductions. All employees hired on or after January 1, 2016 may be in the District's Tier II pension plan covered by the Public Employees' Pension Reform Act of 2013 (PEPRA). As such, employee may be required to contribute a small portion of annual income towards the cost of the pension.
- Medical premium reimbursement for eligible retirees
- Flexible Spending Accounts (FSA) for Health Care, Dependent Care, Parking, Transit
- AC Transit contributes up to $50.00/month towards an employee's FSA Transit costs
- Free AC Transit Bus Pass
- Federal Credit Union
- Vacation and Sick Leave or Personal Time Off
- Nine (9) paid holidays; 2 paid floating holidays; 1 paid birthday holiday
- Five (5) bereavement days
- Tuition Reimbursement - up to $2500 per fiscal year on approved courses
- Wellness Program
Pension: All AC Transit employees participate in a lifetime defined benefit pension. All employees hired on or after January 1, 2020, may be in the District's Tier II pension plan covered by the Public Employees' Pension Reform Act of 2013 (PEPRA). As such, he/she may be required to contribute a small portion of annual income towards the cost of his/hers District pension.
ADA Compliant and Drug Free Workplace: The Human Resources Department will make reasonable efforts in the recruitment/examination process to accommodate applicants with disabilities. If you have a need for an accommodation, please call Human Resources at (510) 891-4783.
The Alameda Contra Costa Transit District has established the goal of a 100 percent drug and alcohol-free workplace. Applicants will be required to undergo drug and alcohol testing prior to employment and those in safety sensitive positions will be subject to further drug and alcohol testing through their period of employment, including random drug and alcohol testing.
In accordance with federal requirements, all job applicants selected for appointments in a safety sensitive position are subject to pre-employment drug and alcohol testing. A final job applicant will be tested for five prohibited drugs: Cocaine, PCP, Amphetamines, Marijuana and Opiates. During employment, employees holding safety sensitive positions are subject to random, reasonable suspicion, post-accident, return-to-duty, and follow-up drug and alcohol testing. Additionally, in the event of an absence of more than 90 days from a safety sensitive position, pre-employment drug testing will be performed.
Equal Opportunity Employer