|YAKIMA COUNTY, WASHINGTON
CLASS TITLE: Systems Support Specialist
|DEPARTMENT:||ACCOUNTABLE TO:||OVERTIME STATUS:|
|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):|
|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):|
|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):|
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.
|New Class: 1/1/98 (Lead Computer Support Technician)
Retitled and revised 2/1/02