[NCASG] Computer Operations Center Survey

[He, Rong]

Dear NCASG partners,

The State of Missouri is requesting your assistance regarding our Information Technology's Computer Operations Center. We are currently reviewing the State's Information Technology's Computer Operation family to assess if the family is appropriately structured and marketable compensation is maintained. Our Computer Operations Center could also be considered a Network Operations Center.

The positions currently assigned to the Computer Operations Center have three (3) areas of responsibilities. Printing responsibilities are typically the focus of new employees. As aptitude is assessed, they are assigned higher-level duties. The below areas are listed from entry-level to advanced-level.

1.      Responsible for operating high volume equipment to print secure materials, such as checks, motor vehicle titles, W-2 forms, etc.

2.      Provide afterhours client support services. Receive phone call and perform basic troubleshooting, such as unlocking and resetting user accounts, resetting Virtual Desktop Infrastructure (VDI) machines, re-distributing secure identification (RSA) tokens, etc.

3.      Monitor systems in the State Data Center and triage incidents and problems. Escalate issues to appropriate staff and send outage/maintenance notifications, as needed. Assist and consult with senior staff to resolve and document issues. Monitor and respond to issues regarding environmental cooling systems, electrical systems (including uninterruptible power supply (UPS) and generators), fire alarms and suppression systems, etc.

Please provide answers to the following questions to the best of your ability. We would appreciate any additional information you believe to be relevant to our study.

1.      What is your classification structure in the Computer Operations area? Please attach relative class specifications.  (Add to attached spreadsheet)

2.      Please provide the low, high, and average salaries of employees in the relevant job classes.  (Add to attached spreadsheet)

3.      Are your positions responsible for all of the above areas or just some? Please explain.

4.      The State of Missouri has a different area responsible for high volume printing that does not involve secure documents. If the Computer Operations area is not responsible for the printing of secure documents, what area is?

Thank you for your assistance! Please respond by March 15, 2021.

Best Regards,

[cid:image002.png at 01D70E85.C3DF9CD0]Rong He
Research Analyst IV
OA/Division of Personnel
Truman Building, Room 430
Jefferson City, MO 65102
Phone: (573)751-1648
  Rong.He at oa.mo.gov<mailto:Rong.He at oa.mo.gov>
How did we do? https://surveys.mo.gov/oacares




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