Position Classification Title: Technology Support Tech,Sr
Position Classification Code: M3011
Job Family: Information Technology
Pay Level: 07
Exempt Status: Non-exempt
This description is intended to describe the general nature of the work being performed. It is not intended to be a complete list of specific duties of any particular position. Duties, responsibilities and bargaining unit eligibility may vary based on the specific tasks assigned to the position.
Purpose of Classification:
Under indirect supervision, supports, maintains, monitors, updates, troubleshoots and repairs one or more of the following: computer systems (including servers and workstations), network components, software and applications.
Standard Duties:
Answers user inquiries and resolves problems regarding computer software, hardware, networking and other related technologies. Confers with staff, end users, and management to establish specifications for new systems and obtain vendor quotes. Maintains records of work order transactions, problems and remedial actions taken, or installation activities. Performs network configuration on end user equipment according to established practices and standards. Reads technical manuals, confer with users, troubleshoot, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Refers major hardware or software problems or defective products to vendors or technicians for service. Sets up, install and repair hardware, software, or peripheral end user equipment, following design or installation specifications ensuring proper installation of cables, operating systems, and appropriate software. Typically configures end user equipment to attach to central authentication systems like “active directory”. Typically identifies, refers, and reports problems with systems software or network for resolution by central IT. Composes and sends on-line announcements to notify customers of system changes or issues, security alerts and new software/hardware releases. May perform standard classroom technology equipment setup including data projectors, multimedia room controllers, audio/visual systems and other multimedia equipment. May set up and support Internet Video Conferencing/Webcast lectures, meetings and events. May monitor on-line forums and web pages for content accuracy and usability. Trains and coaches lower level technicians and/or student workers.
Knowledge, Skills and Abilities:
Knowledge of computer networks and remote troubleshooting techniques.
Skill in troubleshooting, repairing, configuring and administering systems in a domain or workgroup environment. Skill in providing information technology related customer service and training to users with varying levels of technical expertise. Skill in analyzing computer hardware and software problems. Skill in working as part of a team. Skill in time management and in dealing with multiple priorities.
Ability to effectively communicate verbally and in writing.
Minimum Qualifications:
   Education- High School diploma or GED certificate.
   Experience- Four (4) years of experience related to the standard duties as outlined.
   Equivalency- Completion of a post-secondary degree or certificate may substitute for years of experience.
   Departmental Requirements-
   Special Requirements-