Principal Technical Support Analyst

Principal Technical Support Analyst

Req number:

R5904

Employment type:

Full time

Worksite flexibility:

OnsiteWho we are

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As a Principal Technical Support Analyst, you will serve as a technical expert, providing guidance and direction to other professional staff and resolving complex problems.

Job Description

We are seeking a Principal Technical Support Analyst to perform analysis, development, maintenance and administration of computer software systems to meet business needs. This is a 6+ month contract and onsite in Huntington Beach, CA.

Due to the specific legal and contractual requirements associated with this position, only US Citizens and Green Card Holders/Permanent residents will be considered for this role. Candidates must be able to work directly on CAI's W2.

What You’ll Do:

• Serves as a technical expert, providing guidance and direction to other professional staff and resolving complex problems

• Participates in developing strategic plans for systems/applications development and modification within area of expertise

• Consults with staff from various departments and/or within Information Services department; perform comprehensive analysis; develop technical solutions to automate and/or improve business processes; designs system architecture, network infrastructure and configuration, database, and/or web-based application solutions that meet the needs of our client and develop plans to initiate improvements

• Plans, organizes, directs, and controls large, complex information services projects that cross multiple departments and require the support of other staff within different information systems disciplines and/or the procurement/utilization of specialized resources

• Determines and develops cost benefit analyses for project justifications; develops projected budgets and resources needed to conduct the work; evaluates risk concerns and options; provides technical input into the development of specifications for “requests for proposals” for vendor services, assists in evaluation of bids, and provides recommendations on vendor selection

• Monitors and coordinates vendors and/or contract personnel activities and performance to ensure compliance with client specifications; ensures activities consistent with client project plans, procedures or protocols, budgetary constraints and staff/resource utilization; identifies and resolves obstacles to progress

• Serves as the primary client interface on assigned projects; reviews recommendations with clients and receives approval to proceed; maintains effective communications with users regarding vendor activities, problems, status, timelines and other details; reviews final outcomes with the client and obtains sign off that all work has been conducted in accordance with client requirements

• Prepares complex reports, correspondence and other documents; participates in committees and task forces; attends meetings, conferences and training sessions

• Answers questions and provides information to customer departments; analyzes questions and recommends appropriate corrective action as necessary

• Coordinates with systems, network and/or database administrators to implement application or system design specifications and coordinates integration across multiple platforms and technologies

• Trains, leads and provides technical guidance to professional and technical staff within the Information Services Department: directs the work of information systems staff on assigned projects; plans, assigns, and reviews the work of others; provides or coordinates staff training; provides standards and operating guidelines; provides timely input on performance evaluations and disciplinary matters, as assigned

• Provides budget recommendations and assists manager with development of the budget, including preparing justifications and cost estimates for equipment, materials, supplies, and new or enhanced systems modifications; recommends adjustments as necessary; and monitors and controls expenditures

• Provides technical and functional supervision of contractors/vendors

• Oversee the integrity and security of City networks and all related components, including human element, physical and virtual servers, domain controllers, desktops, laptops, printers and other devices which utilize the city network systems for computer and telecommunication data, systems and hardware protection

• Works various hours, including nights and weekends as deemed necessary by manager/supervisor, to conform with changing priorities and meet deadlines; maintains regular and consistent attendance record

• Performs other related duties as assigned

What You’ll Need

Required:

• Bachelor’s degree in Computer Science, Information Technology, or closely related field. 

• 5+ years professional level information systems experience in system design and analysis

• Theories, principles, and practices of system analysis and design and business applications

• Applicable local, state, and federal laws, rules, and regulations governing information systems

• Strong troubleshooting skills

• Principles and practices of quality assurance

• Complex software tools, test equipment and measurement techniques

• Methods and techniques of developing and presenting technical documentation

• Principles and practices of record keeping

• Experience with the analysis and design of computer systems and programs in specified application areas

• Experience creating clear and concise technical reports and diagrams

• Apply complex technical publications, manuals and related documents

• Effectively communicate technical information to users

• Experience exercising judgment and creativity in analyzing situations, identifying problems and recommending resolutions

• Exposure to a broad range of operations, services, concepts, terms and activities common to a comprehensive, information systems program

• Hands-on experience with principles, methods and techniques used in designing, developing, testing and implementing computer hardware and software systems

• Solid troubleshooting skills

• Knowledge of information system development lifecycle and design principles using flowcharting techniques and prototype development tools

• Basic principles and practices of business operations and workflow analysis

• Basic programming methods and techniques

• Effective written and verbal communication skills

• License/Certificate:  A valid class “C” California driver license with an acceptable driving record required at time of appointment and throughout employment

• Must be able to respond to emergency services call out

• Must pass a comprehensive background investigation

• Employees regularly assigned/required to drive a city or personal vehicle in the course and scope of work shall be required to participate in the DMV Employer Pull Notice program

• In accordance with Government Code Section 3100, all employees are required to perform assigned disaster service worker duties in the event of an emergency or a disaster.

• Off-site assignments and irregular work hours, including evenings and/or weekends, may be required

Preferred:

• CIS (Customer Information Systems), Excella, JDE Financials, and Inova

Physical Demands

• Incumbents must be able to meet the physical requirements of the class and have mobility, balance, coordination, vision, hearing and dexterity levels appropriate to the duties to be performed

• Work is performed indoors and outdoors.  Incumbents use a computer keyboard and related equipment.  Incumbents sit, stand, walk, climb, stoop, crouch, twist, bend, push, pull, reach, grasp, and lift

• Moving tools and equipment weighing 50 pounds or less may be required

• Near vision required to read correspondence, plans, specifications and other information

• Acute hearing is required when providing telephone service and communicating in person

• Duties may require working in confined areas

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

The pay range for this position is $73 - $83 per hour (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role will include medical coverage as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law. 

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role will include medical coverage as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.