Computer Support Technician II Grade D

Clerical and Technical generic job description

Family: Technical Support
Job Code: 727

Representative duties:

Installs, configures, and maintains a variety of computer equipment including computer terminals, printers, modems, personal computers and data communications equipment
Determines source and nature of computer malfunction using diagnostic and application software. Adjusts, repairs, and replaces malfunctioning equipment
Serves as a principal source of information on equipment problems
Drives vehicle for pick-up and delivery of equipment
Maintains inventory of supplies and equipment
Performs additional functions incidental to computer support activities

The job duties listed above are representative and characteristic of the duties required and the level of the work performed in the job title. The duties will vary from incumbent to incumbent in the job title.

Required knowledge:

Advanced knowledge; college-degree; substantial knowledge in a specialized field; substantial knowledge in broader field of learning
Journey-level knowledge of craft or trade

Required skills:

Extracts and compiles a narrow range of data from written sources, from individuals by asking set questions or from one or several given data bases; coding based on prescribed, simple standards
Screens complex, technical, or specialized literature for referral
Writes short, informal notes, fills out simple forms
Regular, skilled use of more complex machines, including word processors or personal computers; responsible for basic troubleshooting and repair or manipulation of data using published software

Office and administrative skills:

Keyboards letters, memos and other moderately complex material
Formats, stores and files data on a personal computer to generate basic, pre-established reports
Schedules and coordinates appointments
Screens and refers callers and visitors to the appropriate individual

Experience, education, and formal training:

Four years of related work experience, two of them in the same job family at the next lower level, and high school level education; or two years of related work experience and an Associate degree, or an equivalent combination of experience and education

Complexity and organization:

Wide variety of complicated job tasks requiring coordinating numerous processes/methods

Interpersonal relations:

Ongoing involvement outside immediate unit
Offers or obtains specialized information and provides assistance on general matters
Understands and evaluates what is being said and responds with complex answers that may take time to give

Supervisory guidelines:

Work is subject to general review on an occasional basis
Supervisor and incumbent plan, assign and schedule work jointly
Instruction provided only in very rare instances

Independent judgment

Established procedures/policies govern many work situations
Regular exercise of independent judgment or initiative
Problems solved by choosing solutions from among several alternatives that are not necessarily governed by established procedures

Leadership responsibility

Occasionally provides work guidance or orientation for non-routine procedures/policies

Impact and consequence of error

Work affects both outside the work unit and outside the University
Errors are difficult to recognize and correct and can cause harm or financial loss to individuals, departments, and the University, or to other individuals and groups

Working conditions

Occasional possibility of safety risks
Occasional conflicting demands, time pressures, deadlines, or emergencies
Regular sustained concentration
Considerable physical effort or a high degree of fine finger or hand dexterity

Example 1

General purpose:

Dealing with a broad range of equipment, diagnose, troubleshoot and repair hardware and software problems. Perform preventative maintenance on installed equipment, install add on components, set up and configure new systems, and provide advice to end users on hardware and systems software issues.

Essential duties:

Diagnose and repair hardware problems, set up, configure and test equipment. Perform preventative maintenance and install upgrades and options either in the shop or at customer site
Maintain an up to date knowledge of repair practices, policies, and technical specifications of microcomputer hardware
Complete internal and vendor required documentation related to services, customer billing, warranty tracking, inventory maintenance, and repair history recording
Contact customers as needed to discuss specific symptoms of equipment failure, cost and nature of repairs required, and possible solutions to equipment problems
Contact vendors for technical support and parts procurement both electronically and by telephone
Drive University vehicle to customer locations in order to perform repairs or pick up and deliver equipment
Interact with unit administrators in the development of new service programs and in the efficient provision of services currently offered

Experience and training:

Four years experience in a related field. Direct experience in the diagnosis and repair of Windows and Macintosh systems and an Associate degree or an equivalent combination of education and experience
Preferred: Experience with Windows and Apple operating systems. Associate degree

Skills and abilities:

High degree of technical aptitude
Ability to work accurately under deadline pressure
Excellent communication skills
Strong customer service orientation
Valid Connecticut driver’s license and be physically able to lift heavy equipment

Example 2

General purpose:

Serve the Keck Biotechnology Resource Laboratory by providing computer systems support and service for a variety of operating systems, and proprietary and standard software. Responsibilities include hardware and software support and maintenance; and future development and enhancement of existing systems.

Essential duties of position:

Support Windows 2000/NT, Windows 98/95, Mac OS, and Linux workstations, as well as a wide range of proprietary software used to control biotechnological instrumentation through hardware/software installations and upgrades and general networking and desktop support
Perform preventative maintenance on workstations to ensure systems are performing at an optimum level; will assist in some server maintenance and support
Provide direct ongoing support to Facility staff on general computing issues including software upgrades and hardware troubleshooting and repair
Assist with the maintenance of a FileMaker Pro database system through database administration, system backup, and development
Consult and collaborate with the Facility Systems Administrator on systems and application issues; make recommendations and help employ solutions for streamlining operations in the Facility

Education and training:

Four years of related work experience, two of them in the same job family at the next lower level, and a high school level education; or two years of related work experience and an Associate degree; or an equivalent combination of experience and education
Preferred: Bachelor’s degree in Computer Science, Molecular Biology, Chemistry, or related field; experience with Windows 2000/NT/9x and/or current Mac OS operating systems, FileMaker Pro or other database application, Microsoft Office, and other office productivity applications

Skills and abilities:

Demonstrated experience with Window NT, Windows 95, and MAC OS operating systems. Some experience with the Linux operating system
Familiarity with FileMaker Pro or other database application, Microsoft Office, WordPerfect, Visual Basic, and Internet applications including Netscape Communicator and Internet Explorer
High degree of technical aptitude
Excellent problem solving skills
Strong written and oral communications skills
Preferred: Experience or interest in biotechnology or molecular biology