Technical Support Analyst

Port Technical Support Analyst IV – Infrastructure Services

Oakland, CA

Salary: $11,928-$14,778

Your Port. Your Community. Your Career.

When you join the Port of Oakland, you become part of a proud local legacy, an organization that touches virtually every resident with its services and programs. The Port of Oakland (“Port) oversees the Oakland seaport, Oakland International Airport (“OAK”), and 20 miles of waterfront. The Oakland seaport is the one of the top ten busiest container ports in the U.S.; OAK is the second largest San Francisco Bay Area airport, offering over 300 daily passenger and cargo flights; and the Port’s real estate includes commercial developments such as Jack London Square and hundreds of acres of public parks and conservation areas. Together, through Port operations and those of its tenants and users, the Port generates more than 98,000 jobs in the region. The Port was established in 1927 and is an independent department of the City of Oakland. It is exclusively controlled and managed by the Board of Port Commissioners. The Port is a dynamic organization providing good pay, excellent benefits and an exciting corporate culture. To learn more, visit www.portofoakland.com.

IT Infrastructure Team

IT infrastructure team, within the broader Business and Innovation department is responsible for the design, planning, implementation, maintenance, monitoring and security of the Port of Oakland’s network and infrastructure services across multiple sites. The team prepares short-range and long-range technology plans in coordination with other Port’s departments, develops policies and procedures for network access, network usage, overall network security and maintenance. Implements and test disaster recovery plans, and coordinates connectivity with other public agencies, service providers and private companies.

The Port is currently recruiting for a Technical Support Analyst IV – Infrastructure Services. Under direction, the Technical Support Analyst IV leads the design, implementation, security, and maintenance of network and IT infrastructure services for the Port. This role involves managing technical projects, leading teams, and coordinating with external consultants. The incumbent will ensure the availability, security, and integrity of the Port’s IT infrastructure, while supporting business growth and operational demands. Performs related work as assigned.

Typical duties may include, but are not limited to, the following:

• Plans, leads, organizes and conducts microcomputer operation functions, such as setting up and installing computer equipment, installing peripheral software and performing file backups, reassignment or relocation of user support infrastructure, or assigns to staff.
• Monitors and supports computer and network processing by setting batch files, system back-ups, troubleshooting, reformatting or restoring hard disk and files, or assigns to staff.
• Establishes and implements regular maintenance and repair schedules for microcomputer, LAN/WAN, and telecommunication equipment, or assigns to staff.
• Leads MIS Customer Services functions provided to Port-wide system users such as the MIS Help Desk, Hotline, and user service requests response and tracking management.
• Advises departments on types of applications or available software capable of meeting their defined needs. Provides project coordination or leads in project management.
• Organizes and assigns work; provides leadership and technical supervision for subordinates; may prepare performance appraisal reports for signature; assists in the preparation of annual work plans of subordinates.
• Advises in design, development and tests on application programs for Port Internet, Intranet and network application users. Recommends or develops custom program applications using appropriate systems and programming facilities.
• Prepares detailed system design specifications and reviews; installs and maintains third party software packages as required.
• Assists user departments in defining requests for computer service by preparing a project plan, a systems acquisition RFP/RFQ and/or a conceptual design of the proposed system Provides user education and training as required.
• Participates in training and the development of in-house software for Internet/Intranet applications, as well for systems processing and programming techniques.
• Performs related work as assigned.

Minimum Qualifications:

This examination is open to persons who have a combination of education and experience that would reflect possession of the required knowledge, skills and abilities for the position. A typical combination would include the following:

Education: A bachelor's degree from an accredited college or university in computer science, electronics, mathematics, business administration or closely related field

Experience: At least four years of recent end-user PC/LAN/WAN, Telecommunications Services and/or Customer Services experience in a private or public organization, of which one year must be in a lead capacity.

Additional Requirements: Must possess a valid California Class C driver’s license at the time of appointment and for the duration of employment.

The Port of Oakland requires each incumbent to successfully complete a Transportation Security Administration (“TSA”) background check, which will include a fingerprint-based Criminal History Records Check (“CHRC”) and a Security Threat Assessment (“STA”), prior to being considered for this position. This status must be maintained for the duration of employment at the Port.

The Department of Homeland security requires all employees who must have unescorted access to regulated marine terminal facilities to be in possession of a Transportation Worker Identification Credential (TWIC). Employees will need to undergo a background check before being issued a TWIC card. This status must be maintained for the duration of employment at the Port in this classification.

Required Knowledge, Skills & Abilities:

The ideal candidate should have strong knowledge of network hardware, software, and design principles, including switches, routers, firewalls, routing protocols, load balancing, and next-gen technologies like VOIP, wireless, and cloud computing. They must be skilled in network security, virtualization, and storage systems, and familiar with project management, contract negotiation, and conflict resolution. The role requires the ability to analyze complex network issues, design scalable and secure network architecture, recommend new technologies, and manage system upgrades. They should effectively communicate, lead staff training, and make independent, sound decisions within policy guidelines.

Knowledge of:

• Microcomputer systems to solve common and complex hardware, software and application failures in a reasonable amount of time.
• One or more of the following computer languages: Visual Basic, HTML, C or other 4GL-system language. Working knowledge of at least one of the following data base systems: MS Access, MS SQL, Oracle and HP Image.
• Principles and practices of “Customer Services” in a technical environment
• Principles and techniques of effective supervision.
• Simple and complex programming methods and techniques, including online systems and data base design.
• Operations and interconnections of telecommunication equipment, networking components and peripheral equipment, including lines, servers, routers, and bridges.

Ability to:

• Supervise and direct subordinate professional and support staff; interpret and enforce administrative/operational polices, practices and procedures; analyze and solve problems of a complex nature.
• Coordinate and manage technical, systems or application development projects.
• Use full functions of all Port’s standard PC, Internet and Intranet applications.
• Troubleshoot microcomputers, peripherals, telecom and network systems down to the problem component. Ability to perform repairs or replacements to microcomputers and peripheral equipment.
• Create a reasonably complex turnkey database system in a microcomputer based relational database program.
• Use planning and project management tools to manage projects and assigned staff.
• Communicate clearly and concisely in both verbal and written presentations.
• Exercise sound independent judgment within general policy guidelines.
• Establish and maintain effective working relationships with those contacted in the performance of duties and to work as a team.

To apply for this exceptional opportunity or obtain more details, please visit us at https://www.portofoakland.com/business/job-center/. Application deadline is March 28, 2025 at 5 PM PT.

The Port of Oakland is an Equal Opportunity Employer.