These positions provide fundamental support for application software, operating systems and equipment configurations. This includes the implementation and maintenance for software components, providing assistance in the development and assessment of hardware and software components, recommending optimum equipment and software configurations, and providing assistance to the general campus population. The focus of these positions is in the basic support function related to client and end user software, telephone/voice communications systems, final end user interface with other, more complex, networking or server components. Duties may also include supervision or acting as a team leader/coordinator. * The specific area of information technology assigned is to be used to classify these positions. Examples of such types of service include Communication Services, Data Management, Help Desk Assistance, Network Services, etc.
A(n) Information Technology Support Associate typically -
- Microcomputer Support
Technical specialists in the installation, maintenance, and operational support of microcomputers and their applications. Research, evaluate, and select microcomputer hardware, software, and related accessories. Support client software and/or network-independent software on end user systems.
Install, repair, and maintain computer system hardware pertaining to minicomputers, microcomputers and/or terminal attached to a mainframe. Perform standard maintenance tests and checks on the computer.
- Help Desk Support
Provide support to users of technology services provided by campuses, departments, or other organizational units in the areas of computers, local and campus-area networks, voice systems, and the applications associated with those systems. Provide general user services such as preparing and processing trouble reports, general user training and consulting. Services are typically performed at a central location apart from the users, but primarily by telephone.
- Communication Network Support
Provide customer related services and communications system support in the communications unit, managing its own communications system(s). Meet the needs of campus voice and data network subscribers and optimize the use of the campus communications systems.
Provide general user support services (such as preparing and processing service orders, trouble reporting, billing, user training and consulting, and coordination of campus communications projects).
- Computer Operation Support
Provide support services on computer operations and its associated equipment (such as printers, tape units, card readers and punches, and disk files). Monitor and keep records on specific computer components, as well as materials filed and produced electronically.
- Computer Systems Support
Monitor, control, assess, and help maintain the operations of a computer that has a network of terminals, workstations, or other secondary computers connected to it and whose processing unit consists of a mini, large computer, or clustered computers. Assists in computer operations that process the users' jobs at periodic intervals or on special request referred to as "batch" processing and that use various storage media for entering data into and getting information from the computer than terminals alone. Start up, monitor, control, and bring down the operation of the computer system using the computer or administrator console, the consoles of equipment at remote sites, and other control/monitor units. Investigate and solve commonly occurring computer operations problems in order to maintain continuous service to terminal users, calling in and assisting higher-level technical support personnel, supervisors, or vendors to deal with more serious problems.
- Customer Education
Develop and deliver training in application and computer hardware, networking, operating systems, general use of technology and related program applications. May involve needs assessment and course design for instructor led and web-based job aids and tutorials. Develop tools for the assessment of training effectiveness.
- Policy/Procedure Development
Prepares documentation to support area IT functions and provide user support. Maintains and supports assigned systems with documented testing. Develop procedures and evaluate performance of systems. Business systems and work flow process and procedure development is also included in this specification.
May supervise other staff or act as team leader on designated projects. Monitors the progress and direction of assigned tasks and makes corrections as needed. Determines training needs and provides training opportunities for staff.
CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER