TITLE Microcomputer Support Administrator
CLASSIFICATION NUMBER 5126
IMMEDIATE SUPERVISOR Coordinator of User Support
MAJOR ADMINISTRATOR Chief Information Officer
The Microcomputer Support Administrator is responsible for monitoring all support activities and management of Microcomputer Support and the Computer Services Help Desk facility. The Microcomputer Support Administrator trains and supervises User Support Specialists supervising the operations of Microcomputer Support and the Computer Services Help Desk as well as Microcomputer Support student assistants. The Microcomputer Support Administrator assists faculty and staff computer users with university-supported hardware and software, oversees the operation of the Computer Services Help Desk, and is responsible for the administration, maintenance, and backups of User Support servers. The Microcomputer Support Administrator also performs administrative tasks such as student employee hiring and scheduling as well as ongoing Microcomputer Support and Help Desk planning.
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: A minimum of three years of experience supporting a wide range of computer hardware, peripherals, and software is required. Experience installing and maintaining application software is required. Experience in web page design and development is required. A minimum of three years of supervisory experience is required, with experience in help desk and/or microcomputer support supervision preferred. Experience working in a higher education environment is preferred. Experience working in a help desk or customer service environment is preferred.
Skills: The ability to organize and manage efficiently is required. Effective interpersonal, customer service, organizational, and team-building skills are required. Excellent verbal and written communication skills and proficiency in writing technical specification documents is required. Strong technical skills and current technical knowledge are required. The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems. The ability to work effectively with a variety of constituencies possessing a wide range of technical knowledge is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
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 installation and repair of microcomputers and peripherals, as well as to inspect physical facility conditions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Ensures that faculty and staff are able to effectively utilize university computer resources by providing the necessary assistance, maintenance, and repair of computerized technology and assisting in the development and updating of instructional guides for common computing procedures that can be utilized by campus computer users.
2. Ensures that an appropriate number of Centralized User Support Specialists responsible for Help Desk and Microcomputer Support operations and Microcomputer Support student assistants are present to support daily Help Desk operations by maintaining detailed records of students available to work, scheduling a sufficient number of student assistants during the hours of operation, and planning and coordinating for replacement and/or additional student assistants in case of last minute changes.
3. Ensures effective day-to-day operation of campus-wide university-supported hardware and software by coordinating problem determination and resolution with campus computer users, Centralized User Support Specialists responsible for Help Desk and Microcomputer Support operations, and the Coordinator of User Support.
4. Ensures that employees working in the Computer Services Help Desk provide high quality support services to campus computer users by conducting training orientation sessions, developing orientation materials to support the training sessions, and supervising the service and support activities of the Help Desk and Microcomputer Support team.
5. Ensures the effective daily operation of the Computer Services Help Desk and Microcomputer Support by maintaining a current inventory of supplies and equipment and maintaining the currency of help desk software, manuals, and electronic and printed support information.
6. Provides support for User Support servers by assuming responsibility for their operation, administration, maintenance, and backup.
7. Ensures that the knowledge required to provide campus-wide computer support is current by learning new hardware and software technologies as they become available, researching new hardware and software technologies, and acting as an advisor on contracts and campus-wide hardware and software standards.
8. Ensures that a quality program of support services is continuously offered in the Computer Services Help Desk and Microcomputer Support by meeting regularly with the Coordinator of User Support to review, assess, and suggest improvements in the support management operation.
9. Serves as the first point of contact for students applying for employment in Microcomputer Support by conducting initial interviews and scheduling the final interview with the Coordinator of User Support.
10. Serves as the primary point of contact for Distributed User Support Specialists and campus computer support staff on issues involving the Computer Services Help Desk or Microcomputer Support.
11. Promotes a positive image of the Computer Services Department by providing authoritative information regarding Help Desk and Microcomputer Support services and operations as well as conducting orientation/information tours of the Computer Services Help Desk facilities.
12. Provides continuity of leadership and management for the User Support group by assuming the duties and responsibilities of the Coordinator of User Support during absences.
13. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
14. 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.
14. Contributes to the overall success of the Computer Services Department by performing all other duties and responsibilities as assigned by the Coordinator of User Support.
The Microcomputer Support Administrator is supervised by the Coordinator of User Support and supervises Centralized User Support Specialists and student assistants assigned to Microcomputer Support and the Computer Services Help Desk.
OFFICE OF HUMAN RESOURCES
REVISED MARCH 2013
JOB FAMILY 3
Factor 1: Educational/Experience Requirements of the Job
Level 7 - 1379 Points: A combination of education and experience equivalent to a Level 7 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.
Factor 2: Supervisory Responsibility
Level 5 - 1495 Points: Supervision of a work group or department including hiring, training, disciplining, and directing the work of others. At this level the required supervision will likely include general rather than close supervision of others. Typically, the nature of the work may involve the supervision of other supervisors or team or work group leaders, the responsibility for a rather large group of operative employees in non-technical or non-highly skilled areas, or supervision of moderate to large numbers of student workers who perform relatively complicated technical or skilled work. At this level, supervisory responsibilities consume significant amounts of work time and include substantial responsibility for work planning activities.
Factor 3: Skill, Complexity, and Technical Mastery
Level 6.5 - 2050 Points: Skill, complexity, and technical mastery is somewhat above requirements for a level at 1900, but somewhat below the skill, complexity, and technical mastery requirements at level 2200.
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.