5133 Software Support Specialist, WP


TITLE Software Support Specialist, WP




IMMEDIATE SUPERVISOR Director of Information Technology Services, WP



The Software Support Specialist promotes effective and maximum use of the administrative system software and other campus-wide software packages by providing training, assisting with problem-solving, and acting as liaison between software users and Information Technology Services staff. The Software Support Specialist uses an understanding of both the functional and technical aspects of the administrative system software to guide end-users in the implementation of new or unused features.


Education: Completion of college courses that are equivalent to an Associate’s degree, with an emphasis on technology-related courses, is required.

Experience: At least two years experience using a major administrative software system and other software packages such as word processing, spreadsheets, reporting software, database packages, email, or presentation software is required. At least one year experience in designing, developing, and presenting short courses on computer-related topics is required. At least one year experience in creating training documentation is required.

Work experience in higher education is preferred. At least two years experience with the SunGard SCT Banner administrative software system is preferred.

Skills: Must be able to diagnose and resolve problems with software applications independently. Skills in producing training materials and presenting training courses are required. Must be able to manage multiple concurrent projects and work with people possessing differing levels of technical knowledge. Excellent oral presentation and written communication skills are required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.

Other: Some evening and weekend hours may be required.


1. Acts as first point of contact for inquiries and requests for assistance from users of administrative system software and other software used campus-wide by responding to inquiries and fulfilling help requests and coordinating with other computer support areas to resolve problems when necessary.

2. Ensures that the administrative system software is used to its fullest potential by assisting with the implementation of new or unused features, understanding the function and business processes of the end-user’s department, analyzing current processing and procedures, using technical and functional knowledge of the software to provide advice on the implications of various implementation choices, guiding the department through the implementation, and providing training and consulting services related to packages used by the West Plains campus.

3. Ensures the effective daily operation of administrative system software by using technical and functional knowledge to assist staff and faculty with problem determination and resolution.

4. Prepares and presents short courses on software topics that have a widespread and standard base of use.

5. Provides quality training resource materials by creating user’s guides, documentation, handouts, and web resources that support training offerings.

6. Maintains an up-to-date web site containing the training calendar, training resources, and administrative system software documentation.

7. Assists administrative system software users with identifying and analyzing their reporting needs by researching possible solutions, fulfilling report requests using appropriate reporting tools, and working closely with software users and the IS staff to see that reporting needs are met.

8. Tracks and expedites user requests for software support and custom reports by utilizing help desk software, training other staff members on its use, and building a searchable knowledge base as issues are resolved.

9. Actively participates in planning for the future growth of the campus and the integration of information technology by serving on appropriate committees on the West Plains campus, participating regularly in departmental meetings, coordinating problem resolution with others in the department, suggesting improvements in the support operation, assisting in the development of short- and long-range goals for the department, and evaluating progress toward accomplishment of those goals.

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. Maintains competency and professional currency through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the Director of Information Technology Services.

12. Contributes to the overall success of Information Technology Services by performing all other duties as assigned.


The Software Support Specialist is supervised by the Director of Information Technology Services, WP and may supervise student workers or interns.




Factor 1: Educational/Experience Requirements of the Job

Level 6 - 1182 Points: A combination of education and experience equivalent to a Level 6 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.

Factor 2: Supervisory Responsibility

Level 2 - 598 Points: Irregular but occasional responsibility to direct the work of student workers and/or temporary or part-time workers. At this level are jobs in which the incumbent may be asked to supervise small numbers of student workers, graduate assistants, or part-time employees, but the supervisory work is irregular or infrequent. The nature of supervision is largely confined to assigning tasks to others and does not include a full range of supervisory responsibilities.

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 1 - 193 Points: Jobs at this level involve no budgetary control except for the normal responsibilities associated with monitoring and reporting everyday expenses.

Factor 5: Work Environment and Physical Demands

Level 1 - 25 Points: The work environment has only everyday discomforts associated with an office or commercial vehicle. The work area is adequately lighted, heated or cooled, and ventilated. Work is largely sedentary involving mostly sitting with occasional walking, standing, bending, or carrying of small items. No special physical demands are required of the work.

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.