New

Innovation and Technology Service Analyst I

AC Transit
$87,942.00 - $104,952.00 Annually
medical insurance, dental insurance, life insurance, vision insurance, vacation time, paid holidays, sick time, retirement plan, pension
United States, California, Oakland
Apr 02, 2025
Summary AC Transit is currently hiring for an Innovation and Technology Service Analyst I in the IT Department. Under close supervision, incumbents, in this position, receive training and learn policies and procedures, systems and software, specific methods and protocols. This is the entry and trainee level of the series. Incumbents work under close supervision and are given direct and detailed supervision with frequent reviews of work. As incumbents gain the necessary skills and knowledge, work is performed with greater independence. 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 (ii) after gaining requisite experience and demonstrating proficiency which meets the minimum qualifications of the next higher-level classification and (iii) learning to mitigate risks associated with procurement methods. This is an excellent opportunity to work for the largest bus agency in California. In addition to working with some of the best in the business, AC Transit also has an excellent benefits package that includes pension, medical, dental and vision coverage, flexible spending and a 457 savings plan. Representative Functions Trains to perform on-site and/or remote, technical duties in support of a variety of information systems and system components that include, 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. Trains to research and resolve routine to moderately complex user issues; provides on-site and remote technical duties, which require 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. Trains how to install, configure, and test software applications, updates, and upgrades. Trains how to maintain and administer network systems. Provides basic training for users on various computer systems and applications. Trains how to maintain records of software and hardware installed or repaired, and of work performed in assigned areas, and may write or generate work reports. Assists on project teams for special information technology projects; adheres to assigned schedules and timetables for projects and systems maintenance, as needed. Trains how to provide updates, status, and completion information to staff and/or users via voice mail, e-mail, status reports or in-person communication. Assists with equipment moves, changes in departmental software or hardware, network system, and/or operating system changes. Assists 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 timely service assisting users, on-site and/or remotely; trains to diagnose problems, troubleshoot, and implement remedial actions; researches and determines appropriate solutions and courses of action to resolve issues with hardware, software, security, access controls, and systems issues. Trains how to enter 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. Trains how to maintain hardware and software inventory. Trains how to perform technical support and audio, visual, and computer-related equipment set-up for conferences, meetings, and off-site events. Trains in the process for the onboarding 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. Additional years of experience may be substituted for education on a year-for-year basis. Experience: No experience required. 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. Additional Information Knowledge of: Principles and practices involved in the installation, connectivity, configuration, testing, maintenance, troubleshooting, and repair of technological and related peripheral equipment; principles and practices of standard incident management processes; principles and practices of computer networks, hardware, and/or software in client-server and desktop operating systems; current operating platforms, security access procedures; principles and practices of project management; business English; basic mathematics; current office methods and procedures; 35Tvendor relationship management;35T 35Ttechniques for providing a high level of customer service by effectively working with the public, vendors, contractors, and District staff. Ability to: Learn to install, maintain, troubleshoot, and resolve issues with networked systems, databases, workstations, software programs and upgrades, and telecommunications equipment; administer system security; review and analyze user requirements and specifications; write documentation, user information, and training materials; prepare time estimates for implementation and completion of projects; research and make recommendations regarding the implementation of new technologies and/or programs; work collaboratively and independently; communicate effectively both orally and in writing; keep abreast of changes in computer technology; work flexible and non-standard hours as needed; establish and maintain positive working relationships with District personnel using principles of excellent customer service. 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; occasionally lift and transport objects weighing up to fifty (50) lbs., pull, climb, crawl, twist, and reach. THIS POSITION IS A UNION POSITION, REPRESENTED BY AFSCME The 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) 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 Ten (10) paid holidays; 2 paid floating holidays; 1 paid birthday holiday Tuition Reimbursement - up to $2500 per fiscal year on approved courses Wellness Program AC Transit benefits are negotiated and subject to change based on collective bargaining agreements. 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