COUNTY OF ERIE - DEPARTMENT OF PERSONNEL
invites applications for the position of:
Senior Technical Assistant- Information Systems ECMC
#19-185 - Open Competitive (open to the public)
|Salary:||$35,641 - $44,879 Annually|
|Opening Date:||October 23, 2017|
|Closing Date:||November 15, 2017|
RESIDENCE REQUIREMENTS: THERE ARE NO RESIDENCY REQUIREMENTS FOR PARTICIPATION IN THIS EXAMINATION. The eligible list resulting from this examination will be used to fill one anticipated vacancy at the Erie County Medical Center.
Examples of Duties:
A Senior Technical Assistant- Information Systems (ECMC) provides technical support services around the clock to Medical Center system users;
provides first and second level diagnosing, troubleshooting, resolution and documentation of information system problems relating to hardware, software, network, system login and security issues;
refers advanced problems to appropriate technical specialists;
provides in-depth support for specific applications such as Citrix, Microsoft 0/S, Microsoft Office, clinical applications, and main Medical Center systems; analyzes and resolves problems utilizing remote automated diagnostic programs;
assists in the development of service level agreement (SLA) timelines and attempts to resolve calls withinthe SLA timeframes;
assists in the management of information system user accounts;
supports-data center operations including maintenance of system backups and logs, monitoring systems, and running reports and billing statements;
assists in the creation of training documentation for users to effect the efficient use of information systems; evaluates and analyzes software and systems as required for support and procurement;
recommends utilization of software to improve workflow and efficiency for day-to-day problem resolution;
communicates with system users concerning systems modifications, anticipated downtimes, and procedure changes;
documents and forwards recommended system modifications to supervisor;
maintains current knowledge of known technical issues and appropriate solutions, information systems and all changes completed or in progress to share with system users;
performs set up and installation of hardware and software and participates in system installation and testing;
performs computer hardware and printer repairs; supports the ancillary audio/visual equipment; performs asset management by maintaining detailed current records on each customer and asset.
MINIMUM QUALIFICATIONS: Candidates must meet one of the following requirements on or before December 13, 2017:
A. Graduation from a regionally accredited or New York State registered college or university with a Bachelor's Degree in Computer Science, Information Systems, or related field and one year of technical customer service experience which included desktop, hardware, network and software problem resolution; OR
B. Graduation from a regionally accredited or New York State registered college or university with an Associate's Degree in Computer Science, Information Systems, or related field and three years of technical customer service experience which included desktop, hardware, network and software problem resolution; OR
C. Graduation from high school or possession of a high school equivalency diploma and five years of technical customer service experience which included desktop, hardware, network and software problem resolution; OR
D. An equivalent combination of training and experience as defined by the limits of (A), (B), and (C).
NOTES: 1. Verifiable part-time and/or volunteer experience will be pro-rated toward meeting the experience requirements. 2. Your degree and/or college credit must have been awarded by a regionally accredited college or university or one recognized by the New York State Education Department as following acceptable educational practices. A grade of "D" or better is necessary for a course to be credited as successfully completed. If your degree and/or college credit was awarded by an educational institution outside of the United States and its territories, you must provide independent verification of equivalency. You can write to this Department for a list of acceptable companies providing this service; you must pay the required evaluation fee.
Notice to Candidates: Transcripts will now be accepted by the Department of Personnel ONLY at time of application.
All subsequent transcripts must be submitted at time of interview.
A medical examination may be required before appointment.
VETERANS: PROOF OF SERVICE MUST BE SUBMITTED BEFORE LIST IS ESTABLISHED TO RECEIVE ADDITIONAL POINTS. (See application for more information.)
NOTICES TO APPEAR FOR THE EXAMINATION ARE MAILED APPROXIMATELY ONE WEEK PRIOR TO THE EXAMINATION DATE
NO CELL PHONES ARE PERMITTED AT THE EXAM SITE.
December 13, 2017
Applications Must Be Postmarked By:
November 15, 2017
The New York State Department of Civil Service has not prepared a test guide for this examination.
Subjects of Examination:
The examination will consist of two parts: a rated evaluation of training and experience and a qualifying PC-administered test. You must pass the evaluation of training and experience in order to take the qualifying PC-administered test. You must pass both tests in order to be considered for appointment. Only your rating on the evaluation of training and experience will be considered when computing final scores.
Rated Evaluation of Training and Experience
You will complete a questionnaire that asks for specific information on your information technology education (formal degrees, IT-related training courses, certifications) and experience. You will also be asked to briefly describe a significant achievement in each of the job's areas and to provide the name and contact information for someone who can verify your information. The information you provide about your experience will be rated against the following areas:
Only a sufficient number of candidates needed to fill the present vacancy will be called to take part in this qualifying portion of the examination. As additional vacancies occur, other candidates who pass the evaluation of training and experience will be invited to take the qualifying tests.
Qualifying Multiple-Choice Test of Logical Reasoning and Interpreting Instructions for Computer-Related Positions
These questions test for ability to reason logically and interpret instructions in a computer-related context. They cover verbal and quantitative reasoning, flowchart interpretation and applying written directions. The verbal and quantitative reasoning questions include logical implications (e.g., if A and B, then C) and relations (e.g., greater than). Knowledge of addition, subtraction, multiplication and division is necessary, but neither mathematical sophistication nor computational speed is needed. The flowchart interpretation questions require prior knowledge of flowchart conventions. The interpreting instructions questions provide the instructions and specific rules for applying them. All the information needed to answer the questions is presented with the questions.
Qualifying Simulation Test on Working Effectively with Others to Solve Job-Related Problems
This test requires candidates to assume the role of a staff member in an Information Technology work group who is working with colleagues during a time of change in policy or procedure, in a particular agency. During the test, candidates will be required to deal with obstacles within the working environment, which includes peer relations and the demands of handling multiple tasks. Candidates will be required to demonstrate the ability to be flexible, creative and persistent as a team player. They will also need to demonstrate the ability to cooperate, show initiative, and establish positive working relationships with peers and administrators.
Qualifying Simulation Test of User Support and Training
The test requires candidates to assume the role of a staff member in a Help Desk support unit. Candidates will be presented with a users problem. During the course of handling the problem, candidates will be required to: demonstrate communication skills, apply troubleshooting practices and tools, determine the appropriate level of training needed by the user, and educate the user on the proper use of computers.
Qualifying test scores may be banked and applied to future examinations for titles that require the same test plan.
WAIVER POLICY FOR QUALIFYING TEST: If a candidate has previously passed an IT qualifying Test prepared by the New York State Department of Civil Service within the last two years and using the same test plan as announced, the qualifying test may be waived. A candidate requesting such a waiver must submit verifiable evidence of passing the qualifying test, including the name of the Civil Service agency that administered the test and the test date.
Retest Policy: Candidates who fail the qualifying PC-administered test may request one retest by writing to the Commissioner of the Erie County Department of Personnel. A waiting period of 6 months is required before the retest is administered; scheduling for retests is based on needs to fill a present vacancy.
NOTICE TO CANDIDATES WHO ARE ALSO TAKING ANOTHER CIVIL SERVICE EXAM(S) ON THIS DATE (See Below)
(IF YOU ARE TAKING 2 OR MORE ERIE COUNTY EXAMS ON THIS DATE IT IS NOT NECESSARY TO CALL)
INFORMATION FOR CANDIDATES
APPLICATION FORMS: You may obtain these forms in person at the Erie County Personnel Department, Rath County Office Building, 95 Franklin St., Buffalo. Forms are also available in the libraries and at Town, Village and School District administrative offices.
Mail your application form when completed to the Erie County Department of Personnel, 95 Franklin St., Buffalo, NY 14202.
Candidates who submit incomplete applications and documentation may be disqualified. The Erie County Department of Personnel reserves the right to reject for lateness or to accept applications filed after the advertised filing period.
MILITARY STATUS: Active duty military personnel may file an application for this exam. A special military make-up examination will be conducted for any member of the armed forces of the United States who has duly filed a timely application but who was deprived of the opportunity to compete in the scheduled exam due to active military duty. Special conditions apply to these requests and may be reviewed at the Erie County Department of Personnel.
VETERANS: Disabled and non-disabled veterans as defined in Section 85, New York State Civil Service Law, will have 10 and 5 points, respectively added to their earned scores if successful in the examination. You must claim these credits when you file application but you have an option to waive them any time prior to appointment. If you have already used these credits for a permanent position in NYS, you may not claim them again.
In conformance with section 85-a of the Civil Service Law, CHILDREN OF FIREFIGHTERS AND POLICE OFFICERS KILLED IN THE LINE OF DUTY shall be entitled to receive an additional ten points in a competitive examination for original appointment in the same municipality in which his or her parent has served. If you are qualified to participate in this examination and are a child of a firefighter or police officer killed in the line of duty in this municipality, please inform this office of this matter when you submit your application for examination. A candidate claiming such credit has a minimum of two months from the application deadline to provide the necessary documentation to verify additional credit eligibility. However, no credit may be added after the eligible list has been established.
SPECIAL ARRANGEMENTS: Applicants whose religious beliefs prevent their taking examinations before sundown on Saturday and physically handicapped candidates who require special examination facilities should so inform the Erie County Department of Personnel, by a separately mailed letter at the earliest possible date before the test.
MORE THAN ONE EXAM ON THE SAME DAY: If you have applied for more than one exam on the same day you MUST make arrangements to take ALL of the examinations at ONE examination test site. If you have applied for both STATE and LOCAL government examinations taking place on the same day, you must take all of your examinations at the STATE examination center. If you have applied for both COUNTY and CITY government examinations taking place on the same day, you must take all of your examinations at the COUNTY examination center. You are responsible to notify EACH Civil Service Agency no later than TWO WEEKS before the examination date on which you are taking multiple examinations by submitting a Cross-Filer form; EACH Civil Service Agency has their own Cross-Filer form. The Erie County Cross-Filer form can be found at http://www2.erie.gov/employment/sites/www2.erie.gov.employment/files/uploads/EC%20Personnel%20Form_Exams%20Cross-Filer%202015.pdf. If you are taking multiple exams on the same date with Erie County only, you do not have to file a Cross-Filer form.
Candidates taking more than one exam in DIFFERENT exam series will be allowed the specified length of time for each exam, up to a maximum of eight hours. Example: If you are taking one exam which allows six hours and another exam in a different series which allows four hours, you must complete both tests in eight hours, but no more time can be spent on each exam than the time allotted for that exam. Candidates taking more than one exam in the SAME exam series will be allowed up to the specified length of time for each exam. Example: If you are taking two exams in the same series with a maximum time of five hours for each exam, you can spend no more than five hours to complete both exams.
ADMISSION TO EXAMINATION: Notice to appear for the test will be conditional as review of application for minimum requirements may not be made until after the written test. Call or write this Department if you have not received your notice 3 days before the date of the test. You may not be admitted to the examination room without official notice.
RATINGS REQUIRED: Tests are rated on a scale of 100 with a passing mark at 70. Unless the announcement states otherwise, you must pass the written test and the oral test, if any. Test instructions may further divide the tests into parts and set minimum standards for each part.
TRAINING AND EXPERIENCE: If a subject of the examination, training and experience may not be rated if all passing candidates are expected to be immediately reachable for appointment. If rated, training and experience will be based on the statements in your application subject to verification. If this examination includes a qualifying written test, candidates admitted to the test will have conditional approval only. Final decision regarding the qualifications of candidates rests with the New York State Department of Civil Service.
MEDICAL EXAMINATION: You may be required to take a medical examination to determine if you are medically and physically capable of performing the duties of the position. In accordance with State Law, Governor’s Executive Order 6, and Section 504 of the Federal Rehabilitation Act of 1973, as amended the County of Erie does not discriminate against handicapped persons in access to employment, during employment, or in any of its programs and activities.
VERIFICATION OF QUALIFICATIONS: Candidates may be investigated or called for an interview to verify information contained on the application. Verifiable part-time and/or volunteer experience may be pro-rated toward meeting full-time experience requirements.
ELIGIBLE LIST: The eligible list resulting from an examination may also be used for appointment to the same title or to any other title deemed to be similar and appropriate. Eligible lists are active for a minimum of one year and a maximum of four years from the date established.
BACKGROUND INVESTIGATION (*including psychological evaluation when required by position): Candidates may be subject to a thorough background investigation or psychological evaluation when required to determine eligibility for appointment. Applicants may be required to authorize access to educational, employment, criminal history and other records check as part of such investigation or participate in related tests or interviews. Criminal convictions or other offense are subject to evaluation and may result in disqualification pursuant to Section 50 of the New York State Civil Service Law. Applicant will be required to submit the necessary fees for the fingerprint processing, where required. (*If a psychological evaluation is required, it shall be specified in the minimum qualifications or special requirements for the position.)
**IMPORTANT APPLICATION FEE - READ CAREFULLY**
A $20.00 filing fee is required for this exam. The required fee must accompany your application. Send or bring check or money order made payable to Erie County Personnel Department and write the examination number(s) on your check or money order. Do not send or bring cash, as the County cannot be responsible for cash payment. As no refund will be made, you are urged to compare your qualifications carefully with the requirements for admission and file only for those examinations for which you are clearly qualified.
APPLICATION FEE WAIVER: A waiver of application fee will be allowed if you are unemployed and primarily responsible for the support of a household. In addition, a waiver of application fee will be allowed if you are determined eligible for Medicaid, or receiving Supplemental Security Income payments, or Public Assistance (Temporary Assistance for Needy Families/Family Assistance or Safety Net Assistance) or are certified Job Training Partnership Act/Workforce Investment Act eligible through a State or local social service agency.
All claims for application fee waiver are subject to verification. If you can verify eligibility for application fee waiver, complete a “Request for Application Fee Waiver and Certification: form and submit it with your application by the close of business on the Application Deadline as listed on the Examination Announcement. The form is available at the Erie County Personnel Department, 95 Franklin Street, Buffalo, NY (Room 604) or can be downloaded from the County’s website at www.erie.gov. Click on “County Departments and Agencies”, then “Erie County Civil Service.”
This examination is prepared and rated by the New York State Department of Civil Service,
and held in compliance with the New York State Civil Service Law
and the rules and regulations of the New York State Department of Civil Service.