INFORMATION RESOURCES SUPPORT SPECIALIST 3 - 06162026- 78450

Under general supervision, performs information systems technical support work of advanced difficulty; and performs related work as required. This is the advanced working class in the Info Resource Support Spec job series. An employee in this class diagnoses and resolves hardware and software problems for stand-alone microcomputer systems or other computer systems comprised of multiple hardware or software components accessed by multiple users. The computer systems include microcomputers, or minicomputers, as well as software and peripheral devices utilized by the mainframe. This class differs from Info Resource Support Spec 2 in that an incumbent diagnoses and resolves single-user software and hardware problems for computer systems. This class differs from Info Resource Support Spec 4 in that an incumbent leads a project team involved in the diagnosis and resolution of software and hardware problems for computer systems., 1. Repairs and maintains advanced equipment, performs advanced hardware diagnostics, and evaluates hardware for potential upgrades.

1. Uses simple and advanced computer systems for data entry, develops test plans for quality assurance, and manages inventory.
2. Administers the help desk ticketing system, develops and maintains hardware and software inventory plans, and ensures compliance with state policies, law, and guidelines.
3. Inspects advanced mobile devices, performs database backups, manages records, maintains permission controls, and procures necessary hardware and software.
4. Creates test scripts, maintains a knowledge base for issue resolution, and develops and maintains training materials and user manuals for software applications or hardware products.
5. Effectively communicates with vendors, supervisors, and team members. Trains support staff and end-users in the installation and use of hardware or software products.

Competencies (KSA’s)

Competencies:

1. Manages Complexity
2. Manages Ambiguity
3. Tech Savvy
4. Action Oriented
5. Business Insight

Knowledges:

1. Information Technology
2. Administration and Management
3. Telecommunications
4. Customer and Personal Service

Education and Experience: Graduation from an accredited college or university with a bachelor’s degree and two years of experience in any one of the following areas: (1) the resolution of data manipulation errors, the maintenance of computer hardware, or the correction of other related system operations problems for computer system hardware or software; or (2) the strategic planning of hardware or software components; or (3) applications programming, or (4) the systematic analysis of user and systems requirements for computer or information systems; or (5) the training or instruction of individuals in systems analysis, applications programming, or proper utilization and implementation of hardware or software systems components within computer or information systems.

OR

Substitution of a Specific Associate’s Degree for the Required Bachelor’s Degree: Graduation from an accredited college or university with an associate’s degree in business data processing (e.g., business data programming, business systems analysis, or computer accounting), management information systems computer and information systems, computer servicing technologies, or other related field may substitute for the required bachelor’s degree.

OR

Substitution of Experience for the Specific Associate’s Degree: Experience in one of the following areas may substitute for the specific Associate’s degree on a year-for-year basis to a maximum of two years: (1) the resolution of data manipulation errors, the maintenance of computer hardware, or the correction of other system operation problems related to computer system hardware or software; or (2) the strategic planning of hardware of software systems components for computer or information systems; or (3) applications programming, or (4) the systematic analysis of user and systems requirements for computer or information systems; or (5) the training or instruction of individuals in systems analysis, applications programming, or proper utilization and implementation of hardware or software systems components within computer or information systems., Substitution of Graduate Coursework for the Required Experience: Any graduate coursework in management information systems, business data processing, business systems analysis, computer and information systems, or computer accounting may substitute for the required experience on a year-for-year basis to a maximum substitution of one year. (Thirty-six graduate quarter hours or a master’s degree in the above fields is equivalent to one year of experience.)., 1. Active Learning and Listening

1. Programming
2. Repairing
3. Complex Problem Solving
4. Equipment Maintenance

Abilities:

1. Information Ordering
2. Problem Sensitivity
3. Written Comprehension

Tools & Equipment

1. Personal Computer, Printer, Copy Machine