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OAL APPLICATION SUPP SPECIALIST

The Lottery Office Application Support Specialist is responsible for the creation of customized applications and office-based computer hardware support, daily maintenance of applications and

Class Code:

D108C

Job Grade:

IT02

Special Job Requirements:

This position requires lifting and transporting equipment up to 100 pounds, driving a vehicle, walking, standing reaching with arms and hands, using hands and fingers, climbing heights, stooping, kneeling, crouching and crawling.

Typical Functions:

Conducts complex technical evaluation of system functions and failing conditions, analyzes and identifies issues and causes, and plans and implements corrective actions; escalates unusual issues or requests to management. Executes simple to complex software engineering and application development and installation to enhance user performance and productivity; develops and monitors the Key Performance Indicators (KPIs) of the OAL infrastructure. Develops solutions for user system technical problems; coordinates new installations and technology advancements; defines, designs and implements hardware and software solutions to enhance user and business productivity; ensures patches and updates are installed correctly. Resolves questions and problems for users both individual and through the use of team members within and outside OAL; manages, prioritizes and executes daily support requests from internal users regarding laptop and desktop computers, printers, telephone system and other equipment. Develops and tests applications, application enhancements, or changes to applications and their operating environments; Establishes relationships with IT vendors and implements and maintains interfaces within OAL, OIS and other service providers. Establishes, deploys and manages help desk software and key associated processes; creates and updates the IT help desk processes and implements new or updated technology to manage the system. Assists with the maintenance and testing of the Disaster Recovery Plan for OAL infrastructure; coordinates with OAL Security Section to ensure network security camera and facility security access. Manages and maintains the inventory of IT hardware and software. Researches industry IT trends and identifies and defines strategies for technology capability enhancement; identifies, evaluates and recommends to senior management new technological tools and solutions to enable the continuous development and implementation of an efficient, reliable and productive IT infrastructure. Performs other duties as assigned.

Knowledge, Abilities, and Skills:

Knowledge of the state network systems and the relationship to the agency’s information technology network, client/server technology, systems hardware and software integration needs. Knowledge of the agency’s information technology (IT) infrastructure and the relationship to internal and external needs. Knowledge of server operations including Windows, Exchange, Sharepoint, SQL, etc. Knowledge of operating systems and directories including LINUX, Windows, Access, Adobe, Microsoft Office Suite, Mac, Solaris, Active Directory, SAP, etc. Knowledge of software applications security. Knowledge of technical documentation requirements. Ability to diagnose, document, and resolve complex IT issues. Ability to integrate regulatory requirements related to design and support of network security. Ability to manage required interactions to optimize network performance, reliability and security. Ability to serve as a team leader to train, mentor and develop IT staff. Ability to utilize server and operating systems tools. Ability to prioritize, organize and perform varied tasks. Ability to apply and test a variety of hardware and software enhancements and ensure use. Ability to communicate orally and in writing with a variety of staff and external contacts.

Minimum Qualifications:

The formal education equivalent of a bachelors degree in computer science or information technology; plus two years of responsible experience in network engineering or systems administration. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.

Required Certificates:

None

Exempt:

N
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