POSITION DESCRIPTION
TITLE:
FLSA STATUS:
Technical Support Specialist
Exempt
CATEGORY:
GRADE:
Professional
E (Technology Support)
JOB SUMMARY: Design, develop, install, document and maintain new and existing software systems
and programs; provide user support and training.
ESSENTIAL FUNCTIONS:
YEARLY
PERCENT OF
TIME
55%
1.
Maintain, analyze, troubleshoot, and repair computer systems, hardware and
computer peripherals. Document, maintain, upgrade or replace hardware and
software systems. Work with the Service Desk and respond to problems/requests
in a timely manner. Utilize the Service Desk Online software for call/case
tracking purposes.
2.
Set up technical equipment for students, faculty and staff use. Ensure proper
installation of operating systems and appropriate application software. Provide
technical support for network workstation hardware, software, Macintosh
computers, printers, VOIP Phones, mobile devices and related peripheral
equipment.
20%
3.
Research technical manuals, confer with users, and conduct diagnostics to
investigate and resolve problems and provide technical assistance and support for
a great scope of technical devices.
10%
4.
Investigate package software or hardware solutions from third party vendors;
evaluate and test; recommend acquisition and/or alternative solutions; coordinate
acquisition/installation.
10%
5.
Other duties as assigned.
5%
REPORTING RELATIONSHIP: Manager, Technical Support
ESSENTIAL QUALIFICATIONS:
EDUCATION: Bachelor’s degree
EXPERIENCE: Four (4) years related experience.
SPECIAL SKILLS AND ABILITIES:
1.
Skills/Abilities: Demonstrated ability in critical analysis, problem-solving of complex
software/hardware systems.
Revised: 5/16/12
Effective: 9/1/01
Page 1 of 4
2.
Equipment Used: Personal Computer, multi-meters, CD test disks, RAM testers, printers
and network analyzer.
3.
Software Used: A variety of spreadsheet, word-processing, database, e-mail, presentation
software, anti-virus/malware software, performance utilities.
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee
to successfully perform the essential functions of this job.
While performing the duties of this Job, the employee is regularly required to sit; use hands to
handle or feel; and talk or hear. The employee is frequently required to walk and reach with hands
and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel,
crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and
occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job
include close vision, distance vision, color vision, peripheral vision. Depth perception and ability
to adjust focus.
INTERPERSONAL SKILLS:
Alternative or combined skills in understanding, counseling, and/or influencing people are
important in achieving job objectives, causing action, understanding others, or changing behavior;
and, skills of persuasiveness or assertiveness, as well as sensitivity to the point of view of others.
WORKING CONDITIONS:
The work environment characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. The noise level in the work
environment is usually moderate.
Revised: 5/16/12
Effective: 9/1/01
Page 2 of 4
POSITION TITLE:
Technical Support Specialist
PHYSICAL REQUIREMENTS & WORKING CONDITIONS: The physical demands and work
environment factors described below are representative of those that must be met by an employee to
successfully perform the essential functions of this job.
PHYSICAL ACTIVITIES:
None
Stand
Walk
Sit
Use hands to finger, handle or feel
Reach with hands and arms
Climb or balance
Stoop, kneel, crouch, or crawl
Talk
Hear
Taste
Smell
WEIGHT and FORCE
DEMANDS:
Wet or humid conditions(non-weather)
Work near moving mechanical parts
Work in high, precarious places
Fumes or airborne particles
Toxic or caustic chemicals
Outdoor weather conditions
Extreme cold(non-weather)
Extreme hot (non-weather)
Risk of electrical shock
Work with explosives
Risk of radiation
Vibration
X
X
X
X
X
X
X
None
Amount of Time
Under 1/3
1/3 to 2/3
X
X
Over 2/3
X
X
X
None
X
X
X
X
X
X
X
X
X
X
X
X
VISION DEMANDS:
No special vision requirements
Close vision (clear vision at 20 inches or less)
Distance vision (Clear vision at 20 feet or more)
Color vision (ability to identify and distinguish colors)
Peripheral vision
Depth perception
Ability to adjust focus
Revised: 5/16/12
Effective: 9/1/01
Over 2/3
X
X
Up to 10 pounds
Up to 25 pounds
Up to 50 pounds
Up to 100 pounds
More than 100 pounds
WORK ENVIRONMENT:
Amount of Time
Under 1/3
1/3 to 2/3
X
X
Amount of Time
Under 1/3
1/3 to 2/3
Over 2/3
Required
X
X
X
X
X
X
Page 3 of 4
NOISE LEVEL:
Very quiet
Quiet
Moderate
Loud
Very Loud
Exposure Level
X
The intent of this job description is to provide a representative and level of the types of duties and
responsibilities that will be required of positions given this title and shall not be construed as a declaration
of the total of the specific duties and responsibilities of any particular position. Employee may be directed
to perform job-related tasks other than those specifically present in this description.
I certify that I have received a copy of this job description. I have read and understand the duties and
responsibilities of this position.
X
Employee Signature
Revised: 5/16/12
Effective: 9/1/01
Date
Page 4 of 4