TITLE Centralized User Support Specialist
CLASSIFICATION NUMBER 5134
IMMEDIATE SUPERVISOR Varies
MAJOR ADMINISTRATOR Coordinator of User Support
The Centralized User Support Specialist assists in the operation of the open-access computer labs and the provision of microcomputer support throughout the University. Duties routinely include: supervision of the student workforce within Computer Services, identifying and resolving problems with microcomputers, workstations, laptops, peripherals, network servers, etc., consulting with faculty, staff, and students on technology-related purchases, performing hardware and software installations and upgrades, maintaining effective day-to-day operation of computer labs and serves as primary technical contact for various campus constituencies.
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. 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. The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems is required. 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. Provides user support by installing, configuring, maintaining, and supporting computer-related hardware, operating systems, and application software, including, but not limited to, microcomputers, laptops, PDAs, smart phones, tablet PCs, printers, scanners, digital cameras, and presentation systems.
2. Consults with faculty, staff, and students by analyzing their information technology requirements, making recommendations regarding hardware and software purchases, and assisting in the purchasing process by defining and providing appropriate contract specifications in accordance with campus-wide standards.
3. Provides direct support to faculty, staff, and students by configuring and supporting desktop and peripheral connections to the University networks and internet which may include hard-wired and wireless access as well as remote access using dial-up modem or Virtual Private Network (VPN) functionality.
4. Provides services by implementing and maintaining User Support server hardware and services, implementing and maintain server security in accordance with University guidelines and best practices, and performing server backups to ensure integrity of data and systems.
5. Provides support to computer labs, offices, and classrooms by developing, maintaining, and distributing software images via appropriate utilities and techniques.
6. Ensures that high quality support services are offered by the student workforce by utilizing student workers effectively and actively participating in the student worker evaluation process.
7. Provides support for the effective operation of computer labs by ensuring policies and procedures are enforced in order to provide a safe and secure computer lab environment and maintaining appropriate levels of inventory of computer lab supplies for effective operation.
8. Supports Computer Services operations by identifying, designing, and developing microcomputer software applications, utilities, and/or small systems for internal departmental use, developing departmental web pages with accurate and timely information, and ensuring that technical problems and resolutions are documented in a timely manner.
9. Provides user support services by conducting individual or group training sessions for faculty, staff, and students on computer-related topics and developing, distributing, and maintaining accurate and appropriate end-user documentation.
10. Performs systems administration duties by adding user accounts, resetting user passwords, and configuring security access rights as necessary and appropriate.
11. Acts as a liaison to faculty, staff, and students in problem resolution involving other areas of Computer Services (MIS, Systems and Operations, Networking Services) by maintaining a professional and positive rapport with faculty, staff, and students, referring faculty, staff, and students to appropriate University and departmental resources, and providing information concerning University and departmental policies and procedures.
12. Ensures that a quality program of support services is continuously offered by meeting regularly with the Coordinator of User Support and faculty/staff to review, assess, and suggest improvements regarding technical support.
13. Participates regularly in meeting with campus User Support Specialists, maintaining communications and discussing issues affecting campus support such as procurement, implementation, problem determination and resolution, training, and the development of user computing standards.
14. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
15. 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 supervisor.
16. Contributes to the overall success of the unit by performing all other duties and responsibilities as assigned by the supervisor.
The Centralized User Support Specialist is supervised by the Microcomputer Support Administrator or the Lab Support Administrator and directly 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.