COMPUTER SUPPORT SPECIALIST (BOCES – Chittenango School District)
DISTINGUISHING FEATURES OF THE CLASS: This is a technical support position focused on adapting computers to departmental and user needs. The incumbent is responsible for adapting both computer hardware and software to meet the specific needs of the department or user and for troubleshooting, maintenance, and repairing of computer hardware and software. The work is performed under the general supervision of a higher level staff person or the department head with some leeway allowed for the exercises of independent judgment. Does related work as required.
TYPICAL WORK ACTIVITIES:
Responds to emergency calls from departments for malfunctions in computer hardware and/or software;
Provides first-line diagnosing/trouble-shooting of computer problems relating to software packages, basic hardware issues, and/or security and password problems;
Diagnoses and repairs computer hardware and peripheral equipment;
Installs, configures, and maintains computer hardware, associated operating system software and peripheral equipment;
Tests and evaluates new desktop computer hardware, associated operating system software and peripheral equipment;
Performs routine minor computer and peripheral equipment maintenance;
Refers questions and non-routine problems involving computer hardware, connectivity, software and peripheral equipment associated with the computer system to the appropriate technician;
Collects information with municipal and State personnel as part of software support;
Recommends computer hardware and software to support the user’s requests;
Communicates with vendors and other technical support personnel to aid in the solution of problems regarding computer hardware, software, telecommunications equipment, lines, service options, maintenance, etc;
Conducts follow-up checks to ensure that problems are resolved to each user’s satisfaction;
Completes forms and maintains a variety of records.
FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS:
Good knowledge of the use and operation of computers and related peripheral equipment;
Good knowledge of principles and practices of diagnosis, maintenance and repair of computers and related peripheral equipment;
Working knowledge of office terminology and procedures;
Ability to operate a computer and related peripheral equipment;
Ability to follow oral and written instructions;
Ability to develop effective working relationships and deal diplomatically with the public, employees, and other work contacts;
Ability to express oneself clearly and concisely, both orally and in writing; integrity and sound judgment.
MINIMUM QUALIFICATIONS: Either
Graduation from a regionally accredited college or university or one accredited by the New York State Board of Regents to grant degrees with an Associate’s degree in Computer Science, Information Technology or a closely related field; OR
Graduation from high school or possession of a high school equivalency diploma and two (2) years of full-time, paid experience, or its part-time equivalent, in the operation of a computer which shall have involved diagnosing and/or preventive maintenance of hardware, software and related peripheral equipment; OR
C. An equivalent combination of training and experience as outlined by the limits of (A) and (B) above.
NOTE: Satisfactory completion of study from a regionally accredited college or university or one accredited by the New York State Board of Regents to grant degrees in Computer Science or Information Technology or a closely related field may be substituted for the above experience on a year-for-year basis.
NOTE: Certificate in Microsoft Office User Specialist (MOUS) may be substituted for six (6) months of experience.
Certification in Cisco, Microsoft Certified Systems Engineer (MCSE), Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Database Administrator (MCDBA), Microsoft Certified Desktop Support Technician (MCDST), Network+, A+, or a closely related certification may be substituted for two (2) years of experience.
6/2012 Date of Adoption