5092 Computer Lab Operator

CLASSIFICATION Nonexempt

IMMEDIATE SUPERVISOR Lab Support Administrator

MAJOR ADMINISTRATOR Coordinator of User Support

GENERAL FUNCTION

The Computer Lab Operator assists in the operation of the open-access computer labs throughout the University and uses good communication and customer services skills to provide basic computer systems support services to faculty, staff, and students in person and by telephone or email.

MINIMUM ACCEPTABLE QUALIFICATIONS

Education: A high school diploma or the equivalent is required.

Experience: One year of experience providing basic systems administration support or computer support to end users is required.  Work experience in a higher education environment is preferred.  Experience working in a help desk or customer service environment is preferred.  Experience working in a computer lab environment is preferred. 

Skills: Strong technical aptitude and current technical knowledge are required.  Effective verbal and written communication skills and customer service skills are required.  Must be able to read and follow technical instructions as well as understand and follow verbal technical instructions.  Must be able to analyze problems and present a clear explanation of the events leading up to or contributing to the problem.  The ability to manage multiple tasks concurrently and to work with minimal direct supervision is required.  The ability to perform in a problem-solving capacity including the evaluation of crisis and emergency situations is required.  Must have strong customer service skills and be detail-oriented.  The ability to work effectively with a variety of constituencies possessing a wide range of technical knowledge is required.  The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems is required.  A record of inclusive conduct and evidence of multicultural skills in the workplace is preferred.

Effort:  Must be able to lift and carry objects weighing up to fifty pounds, have sufficient mobility to connect cables which may require climbing ladders or working under desks. Must possess visual acuity sufficient for the installation and repair of microcomputers and peripherals, as well as to inspect physical facility conditions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provides support for the effective operation of computer labs by ensuring that policies and procedures are enforced in order to provide a safe and secure computer lab environment.

2. Maintains appropriate levels of computer lab supplies for effective operation.

3. Ensures that high quality support services are offered by utilizing student workers effectively and actively participating in the student worker evaluation process.

4. Provides assistance to users by utilizing good communication and customer service skills when answering questions or assisting with problems, utilizing electronic mail and online tools for communication with affected persons, using appropriate tools to track services provided, and keeping the supervisor informed about problems and resolution information. 

5. Provides support to computer labs by maintaining and applying software images using appropriate utilities and techniques according to supplied guidelines.

6. Performs basic systems administrations duties by adding user accounts, resetting user passwords, and configuring security access rights following established guidelines.

7. May perform duties specific to the shift performed.

8. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the Coordinator of User Support.

9. Contributes to the overall success of the Computer Services Department by performing other duties and responsibilities as assigned.

SUPERVISION

The Computer Operator is supervised by the Lab Support Administrator and supervises student workers. 

OFFICE OF HUMAN RESOURCES

JULY 2011

Factor 1: Educational/Experience Requirements of the Job

Level 2 - 394 Points: A combination of education and experience equivalent to a Level 2 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.

Factor 2: Supervisory Responsibility

Level 3 - 897 Points: Regular but limited supervision and training of small numbers of student or part-time workers is required where the nature of supervision is largely confined to scheduling work and/or assigning tasks. Supervision at this level may also involve directing the work assignments of one or more full-time employees, but supervision typically does not include a full range of supervisory responsibilities, and the supervisory duties typically do not consume a large portion of the work day.

Factor 3: Skill, Complexity, and Technical Mastery

Level 4 - 1300 Points: Knowledge of information technology such as could be acquired through experience or classroom-based course work in either vendor-focused or technology specific training such as Oracle, HTML, Java, or Extensible Markup Language. Knowledge permits the employee to carry out routine assignments and to gain familiarity with operating systems, equipment, software, and business goals of the University. Alternatively, knowledge of established processes, methods, and techniques, as well as practical knowledge of a few specific technical and scientific principles. Alternatively, advanced knowledge of a skilled trade to solve unusually complex problems. Knowledge permits the employee to schedule and carry out the steps of a limited operation or project to complete important stages in a multi-step project.

Factor 4: Budgetary Control

Level 2 - 386 Points: Individuals in jobs at this level actively document, monitor, and control expenditures. At this level incumbents may recommend minor expenditures but have no real authority over budgets.

Factor 5: Work Environment and Physical Demands

Level 2 - 50 Points: The work area is generally adequately lighted and ventilated, but may involve some discomfort such as the moderate noise from machines or occasional uncomfortable temperatures. The work may require some exertion such as frequent standing, considerable walking, frequent bending, kneeling, reaching, and stooping, and may include occasional lifting of moderately heavy objects. Work may require specific but common physical abilities.

Factor 6: Work Impact and Effect

Level 2 - 1620 Points: Work products or services impact the accuracy, reliability, or acceptability of further processes or services. Work activities may be complex, but normally involve addressing conventional problems or situations with established methods to supply departments, programs, classes, or units with information, software, or equipment they use to perform their work. Improperly performed work and/or equipment or software failures affect performance, create delays, and/or otherwise affect the welfare of programs or individuals. While improperly performed work and/or equipment or software failures have significant effects, the effects are more often inconvenient rather than severe and impact relatively few people. Improperly performed work and/or equipment or software failures are normally correctable in the short-to-medium term with relatively minor costs and delays, but emergency repairs are typically unavailable.