Application Support Analyst(Information Technology Analyst 1 (40 Hour))

Introduction

The State of Connecticut, Department of Administrative Services (DAS), Bureau of Information Technology Solutions (BITS), currently has one (1) opportunity available for an Application Support Analyst (Information Technology Analyst 1) position, within the Applications Development team, in service of the Department of Emergency Services and Public Protection (DESPP).

CONTINUE TO ENJOY

• Visit our new State Employee Benefits Overview page!
• The opportunity to work for a Forbes top company: 'Forbes' State of Connecticut Ranked One of the Best Employers of 2023 - State of CT Receives National Recognition for Offering Job Growth, Competitive Benefits, and Flexible Schedule.
• Professional growth and development opportunities.
• A healthy work/life balance to all employees.

POSITION HIGHLIGHTS

• Full-time, 40 hours per week
• Monday through Friday schedule
• Hybrid position (combination of telework and in office)
• Location: 1111 Country Club Road, Middletown, CT
• State of Connecticut is an eligible Public Service Loan Forgiveness employer, meaning you may be eligible to have qualifying student loans forgiven after 10 years of service.  

THE ROLE

The Application Support Analyst will support application software using state of art technologies. The majority of your time will be spent in supporting COLLECT system and on-going production support of VOIP, Network, AFIS Fingerprint system, Surveillance Cameras, Office Renovations, EMU/Vehicle Support of the Department of Emergency Services and Public Protection.

This position will provide support for all DESPP application initiatives including COLLECT system, used by local PDs, State, and Federal Agency customers in CT. Using mainframe assembler to maintain LU, IP, and ORI configurations to provide secure access to the COLLECT system. These solutions have direct impact to DAS's commitment to providing timely, fair, competent, cost-effective services that address the needs of state agencies, municipalities, private industry, and the public. The role serves as a support model in support of the agency's mission and in compliance with state and/or federal statutes and laws.

The Application Support/Network Analyst 1 will: 

• Supporting the COLLECT System used by local Police Departments, State, and Federal Agency customers in CT.
• Experience in using mainframe assembler to maintain LU, IP, and ORI configurations to provide secure access to the COLLECT system.
• Troubleshooting, initiating, and coordinating network efforts between BITS network teams, Customers, Applications Team, and the State's DESPP COLLECT Business Unit.
• Providing support to the State's VoIP Phone System at DESPP. Including installation of new systems and resolution of problems by working with BITS Unified Communication Team, BITS Edge Networks Team, VoIP Contractors, and VoIP phone customers.
• Provide Network Duties such as:  hardware installation, network patching and labeling, asset ID and inventory.
• Provide support for AFIS fingerprint system and VoIP rollouts, surveillance cameras PoE/NVR, office renovations.
• Network equipment upgrades, new installs, repairs; Wi-Fi APs, & UPS's. 
• Project Planning: Create diagrams for physical layout, network flow and patch information. Update network switches with pertinent comments for reference.; coordination with end users and contractors.
• EMU/Vehicle Support: contact customer, verify problem, if not correctable by customer, then authorize MHQ repair services. 
• Other Support Duties: Configure Printers, Kronos, various network endpoints.
• Creating Technical Design, scope, project requirement documents.

ABOUT US

The State of Connecticut is undergoing a strategic optimization of our Information Technology (IT) resources, to deliver enterprise-wide services, in more efficient and innovative ways. We are setting trends, not following them. As part of these efforts, the Department of Administrative Services Bureau of Enterprise Systems and Technology (DAS BEST) is joining forces with the majority of Executive Branch, Agency IT organizations, to form a new, centralized team under the Bureau of Information Technology Solutions (BITS).

Selection Plan

To Apply:

• In order to be considered for this job opening you must be a current State of CT employee of the agency listed above for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening.  You must specify your qualifications on your application.
• In order to comply with Public Act 21-69, the State of Connecticut is no longer asking for resumes during the initial application process.
• The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified.
• Please ensure that your application is complete before submitting it. Applicants will be unable to make revisions once their application is submitted into the JobAps system. Applicants who submit and subsequently withdraw their application will not be able to resubmit for the same posting.
• All application materials must be received by the recruiting agency by the time specified on the job opening for the position for which you are applying. Late applications may not be submitted and will not be considered. Exceptions are rare and limited to documented events that incapacitate a candidate during the entire duration of the job posting time period.  It is the candidate’s obligation and responsibility to request an exception and provide a legally recognized justification to accommodate such exception.  Requests should be made to DAS.SHRM@ct.gov.

For Assistance In Applying:

• Please read or watch our Applicant Tips on How to Apply!

Important Next Step Information for After You Apply:

• Although applicants will receive correspondence via email, as a backup they are also encouraged to sign on to their Personal Status Board on a daily basis to monitor their status, view all emailed notices and complete tasks required in the recruitment process.
• This posting may require completion of additional referral questions (RQs). You can access these RQs via an email that will be sent to you after the posting's closing date or by visiting your JobAps Personal Status Board (Certification Questionnaires section). Your responses to these RQs must be submitted by the question's expiration date. Please regularly check your email and JobAps Personal Status Board for notifications. Please check your SPAM and/or Junk folders on a daily basis in the event an email provider places auto-notification emails in a user's spam.
• At any point during the recruitment process, applicants may be required to submit additional documentation which support their qualification(s) for this position.  These documents may include:  a cover letter, resume, transcripts, diplomas, performance reviews, attendance records, supervisory references, licensure, etc., at the discretion of the hiring agency.
• The immediate vacancies are listed above, however, applications to this recruitment may be used for future vacancies in this job class.
• Interviews will be limited to candidates whose experience and training most closely meet the requirements of the position.
• For current state employees, salary calculations are not necessarily comparable from branch to branch but it does not impact your state service credit.
• Candidates who are offered and accept a position with the State of Connecticut are bound by the State Code of Ethics for Public Officials and State Employees which is available at www.ct.gov/ethics

Connect With Us:

Due to the large volume of applications received, the State of Connecticut is unable to provide confirmation of receipt or status during the recruitment process. Updates will be available through your JobAps portal account. If you have any questions pertaining to this recruitment please contact Hayley Newhouse at Hayley.Newhouse@ct.gov.

PURPOSE OF JOB CLASS (NATURE OF WORK)

In a state agency Information Technology (IT) environment, this class is accountable for performing a range of information technology tasks and application development in an IT environment.

EXAMPLES OF DUTIES

Service/Help Support: 

• Responds to calls, email and personnel requests for technical support; 
• Tracks status of all problems and monitors open problems; 
• Resolves simple to moderate problems by providing support on hardware and software products; 
• Resolves simple to moderate technical calls from customers; 
• Acts as liaison between other technical staff, users and vendors regarding Help Desk and service requests; 
• Monitors personal computer (PC) performance; 
• Performs related duties as required.

Desktop Services: 

• Diagnoses and resolves PC and simple software problems using a variety of diagnostic tools; 
• Uses diagnostic tools to identify hardware and/or software problems and initiates repair; 
• Rebuilds PCs and reconfigures user specific settings; 
• Installs new software releases of simple to moderate complexity; 
• Coordinates installation of and installs, modifies and maintains network components and PC hardware and/or software; 
• Assists in implementation of network and/or system hardware and software upgrades and/or enhancements; 
• Configures and installs terminal emulation software for host connection; 
• Performs related duties as required.

Network Services:

• Provides first level support for network connectivity, or related network issues for user community; 
• Assists with diagnoses and resolution of simple network problems; 
• Assists with the configuration of network components; 
• Resets and reinitializes devices when appropriate; 
• Assist in executing specific disaster recovery plans; 
• Provides user support and on the spot training to users; 
• Performs related duties as required.

Software Development:

• Prepares computer programs for solution of business problems from narrative statements, program specifications and other data as source materials; 
• Customizes software applications to meet user requirements; 
• Assists systems and application developers in analysis, design and development of information systems; 
• Prepares test data; 
• Performs system tests; 
• Debugs/corrects errors; 
• Diagnoses problems with operating systems specific to incompatibility with other applications; 
• Acts as liaison between other technical staff, users and vendors regarding basic application design and modification including database management systems; 
• Maintains and enhances existing programs; 
• Installs system upgrades and patches in support of application software; 
• Documents system changes and problem resolutions; 
• Participates in project planning sessions with team members to analyze requirements; 
• Uses programmer productivity tools; performs related duties as required.

Production Control: 

• Performs technical functions in areas of documentation control, production control, systems software and production scheduling; 
• Responsible for effective utilization of production control software; 
• Prepares production schedule for computer processing; 
• Analyzes and resolves production control problems related to area of involvement; 
• Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

• Considerable knowledge of
  • data control functions; 
  • IT equipment and diagnostic tools; 
• Knowledge of
  • principles and techniques of computer programming; 
  • programming languages; 
  • principles of information systems; 
  • principles and concepts of network environments; 
  • computer operating systems; 
  • fundamental principles and theories of business and planning functions; 
  • principles and techniques of systems analysis, design and development; 
  • capabilities of computer equipment and technology; 
• Considerable
  • technical problem solving skills; 
  • logic and analytical skills; 
• Skills
  • interpersonal skills; 
  • oral and written communication skills; 
• Considerable ability to install and maintain microcomputer hardware, software and network components; 
• Ability to
  • prepare and maintain records, logs, reports, documentation, and manuals; 
  • write, test and debug computer programs; 
  • use programming development tools; 
  • identify, analyze and resolve simple business and technical problems.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Five (5) years of experience in information technology (IT) operations support, programming or another IT related support area.

MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE

Two (2) years of the General Experience must have been performing basic technical support work in such areas as: 

• help desk functions; 
• installing and maintaining basic computer hardware and software; 
• data communications, microcomputer support, production control or programming; 
• performing any closely related basic technical support function.

NOTE: For state employees basic technical support work is interpreted at the level of an Information Technology Technician.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

• College training in management information systems, computer science or information technology related area may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
• A Master's degree in management information systems, computer science or electrical engineering may be substituted for the General and Special Experience.
• For state employees two (2) years as an Information Technology Technician may be substituted for the General and Special Experience.
• Successful completion of an Information Technology Analyst Trainee program approved by the Department of Administrative Services may be substituted for the General and Special Experience.

PREFERRED QUALIFICATIONS

• Experience supporting and maintaining electronic systems for emergency vehicles and building infrastructure. 
• Experience with supporting the COLLECT System and its customers.
• Experience supporting VoIP phone deployment and maintenance.
• Experience working, coordinating, and monitoring infrastructure contractors.
• Experience with managing and the deployment of projects from a technical, financial, and business perspective.

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

ACKNOWLEDGEMENT

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.