Information Technology Apprentice (Data Services)

What you'll do:

Under direct guidance & supervision, works toward acquiring the knowledge, skills, & abilities required to perform entry-level duties within an assigned information technology program area team:

• Serves as an apprentice to designated staff learning core information technology competencies
• Attends training courses relevant to assigned information technology program area
• Assists assigned information technology program area team with daily tasks such as enterprise backup configuration, server maintenance, server patching, complete customer requests, & server monitoring
• Learns IT Change Management policies & procedures
• Assists with running reports for billing, backup status reporting, SLAs, & monitoring
• Builds foundational knowledge of data backup & protection concepts & strategies including WORM, 3-2-1, & others
• Leverages appropriate resources to build problem solving skills
• Learns foundational concepts of scripting

Performs other related duties as needed including:

• Representing the agency & assigned program area to internal & external customers
• Scheduling meetings, preparing agendas, & taking meeting notes
• Providing project support for enterprise backup services projects

Minimum Qualifications:

1 course or 2 months experience in Information Systems/Information Technology, or a related field including but not limited to: Software Engineering/Development, Data Analytics/Business Intelligence, Database Administration, Network, IT Security and Help Desk/Customer Support

• Or equivalent of Minimum Class Qualifications for Employment noted above.

Job Skills: Information Technology

Knowledge:

• Computer hardware & software
• Ticketing software (e.g., Service Now)*
• Customer Service techniques & standards*
• State IT policies, procedures, & applicable laws*
• Operations & processes for diagnosing common or recurring system problems*
• Database procedures used for querying prior incidents to gather information*
• Enterprise Backup & Data Protection solutions (Physical & Virtual server, Databases, enterprise backup server management, storage management, disaster recovery planning)*
• Incident response & handling methodologies*
• Principal methods, procedures, & techniques of gathering information & producing, reporting, & sharing information*
• Organization's core business/mission processes*

Skills:

• Technical writing & documentation practices (e.g., standard operating procedures, training documents, workflow diagrams) *
• Reading/verbal comprehension (i.e., comprehend & apply written & verbal instructions)
• Operating PC Hardware & Software (e.g., MS Word, Excel, PPT, Outlook)
• Critical thinking (i.e., impact analysis, troubleshooting)
• Conducting open-source research for troubleshooting network & client-server issues*
• Basic operation of computers
• Basic Scripting capabilities*
• Data protection strategies*

Abilities:

• Communication (e.g., Oral, Written, Active Listening)

• Problem sensitivity/problem solving

• Time Manage (e.g., organization & prioritization)

• Active learning

• Match the appropriate knowledge repository technology for a given application or environment*

• Accurately define incidents, problems, & events in trouble ticketing system*

• Developed after employment