TITLE Distributed User Support Specialist
CLASSIFICATION NUMBER 5128
IMMEDIATE SUPERVISOR Varies
MAJOR ADMINISTRATOR Varies
The Distributed User Support Specialist is based in a college or department and supports computer workstations and other technology in offices, labs, and classrooms. The Distributed User Support Specialist may be responsible for scheduling student workers during the periods the labs are open and selecting, training, and supervising student lab assistants. The Distributed Support Specialist installs, maintains, and resolves problems with computers, software, and other equipment in labs, classrooms, and offices, helps to plan technology purchases for the college or department, prepares specifications and configurations for new equipment, prepares documentation relating to hardware and software, assists in installing and maintaining servers, and tracks software licensure renewals and warranty use.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: An Associate’s degree or equivalent number of college credit hours is required. A Bachelor's degree, with an emphasis in a computer-related field, is preferred.
Experience: One year of experience installing and supporting a wide range of microcomputer hardware, peripherals, and software is required. Experience in web page design and development is preferred. Supervisory experience is preferred. Work experience in a higher education environment is preferred. Experience working in a help desk or customer service environment is preferred.
Skills: Excellent technical aptitude in the areas of microcomputers and related peripherals is required. A basic understanding of network topologies, file server administration, microcomputer-based application software, and computer-related diagnostic techniques is required. Effective verbal and written communication and customer services skills are required. Must be able to maintain confidentiality in regard to information processed, stored, or accessed by the systems. The ability to perform in a problem-solving capacity including the evaluation of crisis and emergency situations is required. Demonstrated supervisory ability is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required. The ability to operate and troubleshoot multi-media presentation systems and other classroom-related equipment is preferred.
Other: 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 is required. Must possess visual acuity sufficient for installation and repairs of microcomputers and peripherals, as well as to inspect physical facility conditions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Ensures that faculty and students can effectively utilize technology resources in labs and classrooms by installing, upgrading, maintaining, and resolving problems with computers, printers, smart boards, multimedia projectors, scanners, document viewers, etc. and equipment particular to a department, such as, cameras, polycoms, plotters, webcams, digital audio and video equipment, microphones, and broadcasting equipment.
2. Ensures high quality lab support services by training, scheduling, and supervising student lab assistants.
3. Provides user support services to faculty and staff in the college or department by installing new computer workstations and software, installing upgrades and patches, and resolving problems.
4. Supports the college or department by installing, maintaining, and resolving problems with servers, providing user account management services, monitoring warranty use and the expiration of software licensing agreements, assisting faculty, staff, and students with wireless connectivity, and troubleshooting and reporting network problems to Computer Services.
5. Helps the college or department acquire new and cutting-edge technology by remaining knowledgeable about emerging trends and new software and equipment, making recommendations for purchasing new software and equipment, preparing specifications and designing configurations, and maintaining documentation of all equipment, software, configurations, licenses, and warranties.
6. May train students in lab-based courses to use the equipment available for the course, such as digital audio and video equipment, cameras, digital editing equipment, broadcasting equipment, etc.
7. May support the unit by assisting in the development of web pages.
8. Ensures that a quality program of support services is continuously offered by meeting regularly with the unit supervisor and faculty/staff to review, assess, and suggest improvements regarding technical support.
9. Coordinates with and utilizes the expertise, support, and equipment of Computer Services by meeting regularly and maintaining communication with the centralized User Support Group of Computer Services regarding procurement, implementation, problem determination and resolution, training, and the development of user computing standards.
10. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
11. 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 unit supervisor and/or Computer Services.
12. Contributes to the overall success of the unit by performing all other duties and responsibilities as assigned by the unit supervisor.
The Distributed User Support Specialistis supervised by the assigned supervisor and supervises student workers.
OFFICE OF HUMAN RESOURCES
REVISED JANUARY 2017
JOB FAMILY 3
Factor 1: Educational/Experience Requirements of the Job
Level 5 - 985 Points: A combination of education and experience equivalent to a Level 5 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 6 - 1900 Points: Advanced knowledge of a wide range of information technology methods and procedures including those regarding systems life cycles and systems application development. Knowledge permits the employee to plan and carry out a variety of assignments, modify standard practices, solve diverse software and hardware problems, and adapt precedents to accommodate specialized requirements and meet a wide variety of business objectives.
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 3 - 2340 Points: Work products or services directly impact the operation, accuracy, reliability, acceptability, or design of programs, systems, or equipment, that affect the operation of individual departments or units. The work activity may be complex, but normally involves addressing conventional problems or situations with established methods that allow departments, programs, or units to function properly. Improperly performed work and/or equipment or software failures likely produce significant errors and/or create delays that directly affect the ability of a department, program, or unit to function properly, and the welfare of faculty, students, or others that use the services and/or products of the department, program, or unit. While the scope of improperly performed work and/or equipment or software failure is limited, the nature of the activity may require that emergency repairs be performed.