CLASS TITLE:  Systems Support Specialist
Technology Services Manager (Technology Services) Non-Exempt
The Systems Support Specialist performs a variety of technicalcomputer support activities involving the installation, configuration, maintenance and repair of personal computer equipment, software, peripherals and telephones; consults on  software problems and repairs operating system problems.  Provides technical advice and  assistance as a lead to lower level computer support staff, as a first level office automation expert to business customers, or as an entry level programmer and system designer.
The Systems Support Specialist is the second level of a two level technical computer supportclassification series.  The Systems Support Specialist class is distinguished from the Computer Support Technician class by responsibility for acting in a lead capacity and/or performing workrequiring a higher degree of technical expertise, accountability and independent judgment as acomputer operations business expert or entry level programmer and system designer.
DUTYNO. ESSENTIAL DUTIES:  (These duties are a representative sample: (position assignments may vary.) BAND/GRADE
1.     Serves as a lead to lower level computer support employees by training,  assigning, prioritizing and monitoring work flow; provides input in the  employee selection, performance evaluation, and disciplinary processes;  ensures work quality and participates in development and implementation  of operational procedures. B2    
2.  Serves as a first level office automation expert.  Works in concert with otherstaff and serves as a content and business expert for the customer, workingtogether to enable business functions.   Creates or modifies office technologytools.  Ensures that work unit business objectives are met as efficientlyas possible. B2
3. Receives, logs, monitors and responds to "help desk" calls from users reporting service problems or a need for service. A1
4. Diagnoses and fixes system hardware, software and user/operator problems. B2
5.  Provides technical advice and assistance to users, in person or on the phone, regarding the use of personal computers, software and peripheral equipment. B2
6. Recommends and/or takes corrective action after troubleshooting  reportedproblems. B2
7. Performs other duties as required.  
Knowledge (Position requirements at entry):
Knowledge of:
  Computer hardware and software programs, configurations and peripherals used including printers and modems; Operating systems and applications software typically used with personal computers; Hardware and software troubleshooting techniques; Business functions as related to computer technology; Customer Service techniques;Phone etiquette.
Skills (Position requirements at entry):
Skills in:
   Assigning and monitoring the work of others; Organizing staff, equipment and materials; Troubleshooting computer hardware and software problems; Programming and/or system design at the entry level; Setting up, installing and configuring PC software or voice communications systems;Creating or mofifying office technology tools; Applying time management and other leadership skills to meet business objevtives;  Establishing and maintaining effective working relationships with staff at all  organizational levels and with the public; Communication, both oral and written, sufficient to exchange or convey information and to give instruction and receive work direction.
Training and Experience (position requirements at entry):
  Associate's Degree or technical training in Computer Science and three years technical   computer support experience; or an equivalent combination of education and  experience which provides knowledge, skills and abilities sufficient to successfully perform the the essential duties of the job.
Licensing Requirements (position requirements at entry):
  None Required
Physical Requirements:

Positions in this class typically require: stooping, kneeling, crouching, crawling, reaching, standing, mobility, pushing, pulling, lifting, fingering, grasping, talking, hearing, seeing and repetitive motions.

Medium Work:  Exerting up to 20 pounds of force occasionally and/or a negligible  amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.   

Classification History:
New Class: 1/1/98 (Lead Computer Support Technician)
Revised: 1/1/99 
Retitled and revised 2/1/02