Under the general supervision of the Information Technology Supervisor II (IT Supervisor II), the incumbent acts as a business analyst and customer service advocate by performing tasks to support office automation, customer services, and technical support for the California Legislature and legislative support offices. The incumbent performs as a team member providing operational support for live and Video on Demand (VOD) streaming of Legislative committee hearings, Legislative floor sessions, ad-hoc events, and remote audio and video conferencing. The incumbent performs as a team member on project and support teams to implement and support multi-functional office automation products and web-based technologies used by the California Legislature. The incumbent provides telephone support to assist and instruct legislative customers with information technology questions and issues, and facilitates resolutions while working with other Legislative Data Center (LDC) IT associates and specialists. The incumbent provides assistance as a customer service representative in the legislative business environment with the ability to think tactically and strategically, and demonstrates well-developed communication skills, both oral and written. This position may require working overtime to provide extended support and resolve problems while working cooperatively with teams, peers, and management. The incumbent is required to work overtime to meet production workload demands. Professional business attire is required due to customer contact.

Responsibilities:

• Provide technical support to customers on legislative websites and applications
• Monitor legislative hearings and post media to an archived system
• Assist customers with content updates on websites, including posting ADA compliance documents
• Train customers in the use of web content management system
• Communicate with the team, escalate issues, and identify incidents affecting more than one customer
• Demonstrate excellent verbal and written communication skills to effectively work as a team member with other IT specialists, developers, customers, and management of the OLC
• Assist in quality assurance for legislative applications and websites, to include new deployments, patching, modifications, and enhancement releases
• Perform analytical and technical duties as a specialist to process web content requests from legislative offices using information technology and systems
• Prepare clear and concise documentation, including task plans, requirements, test plans, and training materials

You will find additional information about the job in the Duty Statement.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification.

• Provide technical support to customers on legislative websites and applications
• Monitor legislative hearings and post media to an archived system
• Assist customers with content updates on websites, including posting ADA compliance documents
• Train customers in the use of web content management system
• Communicate with the team, escalate issues, and identify incidents affecting more than one customer
• Demonstrate excellent verbal and written communication skills to effectively work as a team member with other IT specialists, developers, customers, and management of the OLC
• Assist in quality assurance for legislative applications and websites, to include new deployments, patching, modifications, and enhancement releases
• Perform analytical and technical duties as a specialist to process web content requests from legislative offices using information technology and systems
• Prepare clear and concise documentation, including task plans, requirements, test plans, and training material