Residence Requirements:

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.

Qualifications:

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:

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.

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:

Help Desk

User Support

Network Administration

Data Communications

Business/Systems Analysis

Microcomputer Repair

Qualifying Tests:

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.  

**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.