POSITION DESCRIPTION
TITLE:
FLSA STATUS:
Technical Support Specialist II
Exempt
CATEGORY:
GRADE:
Professional Support
F (Technology Support)
JOB SUMMARY: Provide technical support to computer users by analyzing and resolving computer
hardware and software problems and install computer hardware, software, and components/devices
throughout the district.
ESSENTIAL FUNCTIONS:
YEARLY
PERCENT OF
TIME
35%
1.
Provide technical support to the service desk personnel; analyze and resolve
computer hardware/software problems in person, via telephone, or using remote
assistance.
2.
Provide comprehensive technical support and initial training to users; provide adhoc support, diagnosis, and problem solving of hardware, software, printers,
imaging equipment, and network issues.
20%
3.
Research technical manuals, confer with users, conduct computer diagnostics to
analyze and resolve problems in order to provide technical assistance and support;
provide technical assistance as required, including hardware maintenance,
software/peripheral installation, and equipment registration.
20%
4.
Maintain records of daily transactions, problems, and remedial actions taken;
develop training materials and procedures; assist in the development,
implementation, and modification of operational practices, goals, and objectives.
15%
5.
Investigate packaged software or hardware solutions; evaluate, test, and
recommend acquisitions and alternative solutions and coordinate
acquisition/installation.
5%
6.
Other duties as assigned.
5%
REPORTING RELATIONSHIP: Manager, Technical Support
SUPERVISORY RESPONSIBILITIES: May provide work direction to assigned staff.
ESSENTIAL QUALIFICATIONS:
EDUCATION: Bachelor’s degree or equivalent
EXPERIENCE: Five (5) years experience in related technology field.
Revised: 8/18/08
Effective: 4/30/07
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SPECIAL SKILLS AND ABILITIES:
1.
Skills/Abilities: Demonstrated ability in critical analysis, problem-solving of complex
software/hardware systems, troubleshoot of imaging and printing systems, desktop
communications software, and customer and personal service.
2.
Equipment Used: Personal computer, multi-meters, CD test disks, RAM testers, scanners,
and printers.
3.
Software Used: A variety of word processing, spreadsheet, database, e-mail, virus checkers,
desktop communications, and presentation software.
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: 8/18/08
Effective: 4/30/07
Page 2 of 4
POSITION TITLE:
Technical Support Specialist II
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: 8/18/08
Effective: 4/30/07
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
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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: 8/18/08
Effective: 4/30/07
Date
Page 4 of 4