GENERAL DESCRIPTION OF POSITION
The Computer Support Technician is responsible for a wide range of activities related to computer support such as maintaining, analyzing, troubleshooting, and repairing hardware and software systems. Resolves hardware or software problems in response to user questions and requests for assistance by diagnosing the source of malfunctions, recommending corrective actions, and/or consulting with appropriate staff or vendor. Installs, configures, upgrades, or replaces microcomputer hardware and software for users. Evaluates and makes recommendations for necessary adjustments to applications to satisfy user requirements. Assists in planning, preparation, and conducting seminars on software, hardware, or other computer related topics. Supports the Mitel phone system, door locks, and camera systems at the institution. Performs other duties as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Resolves hardware and software problems using diagnostic measures to pinpoint source of problem and then take corrective measures. This duty is performed daily, about 50% of the time.
Installs, upgrades, and configures software and hardware. This duty is performed daily, about 20% of the time.
Works in conjunction with vendor technical support to solve problems with hardware, software, and web-based services. This duty is performed irregularly.
Sets up and maintains all ASUMH technology hardware, including computers, iPads, printers, scanners, etc. This duty is performed daily, about 15% of the time.
Assists people with their computer needs by answering software questions and providing basic training on how to complete computer-oriented tasks. This duty is performed irregularly, about 10% of the time.
Supports the Mitel phone system, door locks, and camera systems at the institution. This duty is performed daily, about 5% of the time.
Perform any other related duties as required or assigned.
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
An associate's degree in computer science or related field to the job plus one year of related experience and/or training. Or equivalent combination of education and experience.
Ability to read, analyze, and understand general business/company related articles and professional journals; Ability to speak effectively before groups of customers or employees.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane, algebra, solid geometry and trigonometry.
CRITICAL THINKING SKILLS
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Under direction where a definite objective is set up and the employee plans and arranges own work, referring only unusual cases to supervisor.
Considerable responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work; may also occasionally assist in the planning of work assignments performed by others within a limited area of operation.
Performs work operations which permit frequent opportunity for decision-making of minor importance and also frequent opportunity for decision-making of major importance, either of which would affect the work operations of medium organizational component and the organization's clientele.
Intense mental demand. Operations requiring sustained directed thinking to analyze, solve, or plan highly variable, administrative, professional, or technical tasks involving complex problems or mechanisms.
ANALYTICAL ABILITY / PROBLEM SOLVING
Oversight. Activities covered by expansive policies and objectives, and oversight as to execution and review. High order of analytical, interpretative, and constructive thinking in varied situations covering multiple areas of the organization.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Computer software programming, level ii technician support, project management; system analyst and comprehensive computer software support/help and/or web site development and connectivity.
Probable errors of internal and external scope would have a moderate effect on the operational efficiency of the organizational component concerned. Errors might possibly go undetected for a considerable period of time, thereby creating an inaccurate picture of an existing situation. Could cause further errors, losses, or embarrassment to the organization. The possibility for error is always present due to requirements of the job.
Occasional routine contacts with persons outside the organization. This would include contacts with suppliers, mail service, etc.
Contacts with other departments or offices and also frequently with individuals in middle level positions; consulting on problems which necessitate judgment and tact in presentation to obtain cooperation or approval of action to be taken. Also, important contacts with associates as required in advanced supervisory jobs.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Knowledge of computer hardware and software
SOFTWARE SKILLS REQUIRED
Intermediate: Spreadsheet, Word Processing/Typing
Basic: 10-Key, Accounting, Alphanumeric Data Entry, Database, Presentation/PowerPoint
The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.
While performing the functions of this job, the employee is regularly required to sit, use hands to finger, handle, or feel, talk or hear; and frequently required to walk; occasionally required to stand, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, taste or smell.
The employee must occasionally lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and color vision.
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the functions of this job, the employee is occasionally exposed to outdoor weather conditions.
The noise level in the work environment is usually moderate.