Position Classification Title: Technology Support Tech
Position Classification Code: M3041
Job Family: Information Technology
Pay Level: 06
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 direct supervision, provides routine end user support, simple problem analysis and resolution, general technical assistance, and training for information systems.
Standard Duties:
Answers user inquiries regarding computer software or hardware operation to resolve problems. 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.
Knowledge, Skills and Abilities:
Knowledge of current technological developments/trends in area of expertise. Knowledge of customer service standards and procedures.
Strong problem-solving and communication skills.
Ability to determine computer problems and to coordinate hardware and/or software solutions. Ability to communicate technical guidance and instruction to users on the use of PC and/or mainframe applications and systems. Ability to analyze and resolve computer problems. Ability to perform preventive maintenance on computer hardware and software. Ability to write technical instructions in the use of programs and/or program modifications. Ability to document work in progress.
Minimum Qualifications:
   Education- High School diploma or GED certificate.
   Experience- Two (2) years of related experience.
   Equivalency- Completion of a post-secondary degree or certificate may substitute for years of experience.
   Departmental Requirements-
   Special Requirements-