Substitute Technology Support Technician

Performs a variety of minor technical support duties to assist faculty, staff, and students in operating and troubleshooting a variety of technical equipment including computers, printers, and copy machines in assigned areas.

SUPERVISION received AND EXERCISED

Receives general direction from appropriate supervisor; checks with higher-level staff and/or supervisor regarding non-routine assignments. May provide technical and functional direction to assigned student workers.

REPRESENTATIVE DUTIES

The following duties are typical for this classification.

• Serves as initial point of contact for technical support; provides first-level support and performs a variety of minor technical support duties in assigned areas to assist faculty, staff, and students in operating and troubleshooting a variety of technical equipment including computers, printers, and copy machines; demonstrates procedures and functionality; assists in the creation and triage of helpdesk trouble tickets.

• Assists students in accessing email, learning management system accounts, student information system.

• Troubleshoots, repairs, and maintains computers and other peripheral devices.

• Performs routine maintenance on computer hardware and copiers.

• Installs computer software; sets up computer hardware for use in a laboratory environment; cleans and maintains computer related hardware and copiers.

• Troubleshoots malfunctions and performs repairs to hardware and software; prepares equipment for major repairs.

• Performs software maintenance on computers.

• Learns the operation of software in order to inform and assist students and staff.

• Maintains inventory of computer-related equipment and software; notifies appropriate staff when ordering is necessary.

• Refers more complicated issues to the higher-level staff; works collaboratively and, in a training capacity, assists Technology Support Specialists and Senior Technology Support Specialists to complete projects and tasks.

• Performs other duties related to the primary job duties.

CORE COMPETENCIES:

Mathematical Facility

• Performs operations involving counting, adding, subtracting, multiplication and division

• Follow multi-step computational procedures and apply formulas

• Apply basic algebraic or geometric reasoning and problem solving

• Recognize approaches and algorithms for finding real world computational solutions**

• Computes and interprets descriptive statistics**

Critical Thinking

• Analytically and logically evaluates information to resolve problems

• Follow guide, SOP or other step by step procedures for locating the source of a problem and fixing it

• May detect ambiguous, incomplete, or conflicting information or instructions**

Attention to Detail

• Focusing on the details of work content

• Shows care and thoroughness in adhering to process and procedures that assure quality

• Applies knowledge and skill in recognizing and evaluating details of work**

• Applies skilled final touches on products

Analyzing and Interpreting Data

• Apply sorting, coding and categorizing rules

• Analyze data

• Read reports

• Draw meaning and conclusions from quantitative and/or qualitative data

Professional Integrity and Ethics

• Follows a clear-cut set of rules

• Understands practical necessity of rules and ethical guidelines

• Shows consistency in behavior and judgement over a long term and varied situations

Legal and Regulatory Navigation

• Understanding, interpreting, and ensuring compliance with laws and regulations

Self-Management

• Follows through on instructions and assignments

• Self-directed and self- monitored in commitments and accomplishments, * Equivalent to the completion of high school supplemented by twelve (12) units of college level course work in computer science or a related field.

Experience:

• Two (2) years of experience in the operation and repair of computer equipment and other office equipment.

Equivalency Provision:

In the absence of (12) units of college level course work in computer science or a related field, the equivalent to completion of high school and three (3) years of experience providing network administration and support consisting of responsibility for hardware, software, application support, and user training is qualifying.

Physical Demands and Working Environment

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed primarily indoors with travel to various locations to provide user support and attend meetings.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to travel to various sites throughout the day; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to occasionally lift, carry, push, and/or pull light to moderate amounts of weight up to 35 pounds; to occasionally lift, carry, push, and/or pull heavier amounts of weight with or without assistance; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents; and to operate assigned equipment.