POSITION DESCRIPTION QUESTIONNAIRE
ADMINISTRATIVE FACULTY
INSTRUCTIONS:
1.
2.
3.
4.
5.
Complete form, sign, and submit to immediate supervisor;
Supervisor (chair/director/dean)– review, approve, sign, forward to vice president;
Vice President- approve, sign, forward to Placement Committee (c/o UNR Personnel, M/S 238);
Placement Committee recommends administrative salary range and title & forwards to President;
President finalizes. UNR Personnel forwards approval letters to Vice President, Dean or Director.
ALL INFORMATION MUST BE PROVIDED. INCOMPLETE FORMS WILL BE RETURNED TO
DEPARTMENT. QUESTIONS? CALL UNR PERSONNEL SERVICES at 784-6035.
Incumbents’ Name (if applicable): Patricia Walsh
Position #: 10739
Current Title: HelpDesk Specialist
Current Range: 2
Department: Campus Computing
College/Division: Information Technology
Action Proposed: (check all that apply)
Effective Date: December 1, 2004
New position, Proposed Range:
Proposed Title:
Title Change, Proposed Title: Logistics Administrator (and Revised PDQ)
Proposed Reassignment from Range
to Range
Revised PDQ only (no range, title change proposed)
Title Approved:
Range Approved:
(Committee Use Only)
I certify that the statements in this description are accurate and complete to the best of my
knowledge.
Employee’s Signature
Date
I/we have reviewed the statements in this form and they accurately reflect the job assignments.
Immediate Supervisor’s Signature
Date
Director/Chair/Dean
Date
Approved for Salary Placement Committee review.
Vice President’s Signature
Action Approved by the President:
Revised: 9/21/00
Date
Position Description
Page 2
1.
Summary Statement: State the major function(s) of the position and its role in the University.
Attach an organizational chart for the division which reflects the position in it as well as
those supervised in the department.
a. Manage, maintain and evaluate support systems used by IT units. Support systems
include call tracking software (presently UniPress Footprints), HelpDesk/Desktop Automatic
Call Distribution (ACD) systems, online technical instructions (staff and public) and contact
and organizational information.
b. Develop performance statistics monthly and on-demand for IT managers based on data
collected through the support systems listed above.
c. Provide training, documentation and back office support for Desktop Services.
Collaborate with staff to develop new policies and procedures to ensure continuity of IT
related services and support.
d. Teach Excel and Access workshops (and other software classes as needed) for the
Office of Professional Training and Development to faculty and staff of the University.
2.
List the major responsibilities, including percentage of time devoted to each. Provide
enough detail to enable a person outside the department to understand the job.
a. Manage call tracking software implementation used by IT. Design, support and evaluate
current software and implementation to ensure accurate work flow reporting in collaboration
with and with guidance from IT management. Schedule and implement upgrades to data
collection system on a bi-annual basis. Respond to requests for modifications and
implement manufacturer's upgrades when available. Provide training and support for IT
agents. Evaluate competing products. Coordinate with Campus Information Systems (CIS)
for server support including database maintenance and access to Human Resources (HR)
and Student Information Services (SIS) contact information. 30%
b. Analyze and report on data collected through IT support systems (call tracking and ACD)
in collaboration with and with guidance from IT management. Post analyses in both tabular
and graphic form on secure server for IT management. Develop and monitor trends in IT
service and support work flow. Primary analyses calculated and posted monthly. 30%
c. Provide computer software training workshops to University faculty and staff in
collaboration with Office of Professional Training and Development. Current providing
training for MS Excel and Access. Respond to training requests for specialized or advanced
training as needed. 15%
d. Provide training, documentation and back office support to IT support units. Emphasis
on email, operating systems (PC and Mac), active directory and other UNR specific topics.
Document and post descriptions of new and/or upgraded IT policies, procedures, services
and infrastructure in collaboration with topic experts for IT staff. 25%
Position Description
Page3
3.
Describe how the decisions and judgments made by this position and the results of work
performed impact the department, division, and/or University as a whole.
Information Technology is important to the success of the University's strategic plan. The
Logistics Administrator provides a conduit between "front-line" support personnel and other
support units within IT. Data collected with call tracking software and through the use of
Automatic Call Distribution (ACD) systems may be analyzed to evaluate work flow and
efficiency of the department in response to campus needs. Support systems must be
evaluated and upgraded to respond to changes in the IT requirements of the University.
Documents and training developed by the Logistics Administrator for internal use of the IT
faculty and staff will lead to standardization and a higher level of of support across all
University units. Through software training provided to University faculty and staff, the
Logistics Administrator addresses "the growing use and expanded support for information
technology-assisted learning environments for faculty and students" (Information
Technology, Strategic Plan Update, January 2004).
4.
Describe the knowledge, skills and abilities essential to successful performance of this job.
a. Knowledge of IT infrastructure in a University environment and the services and support
offered to IT customers. Understanding of the support capabilities and scope of services
available from individual IT units. Understanding of inter-relationships between IT and other
University organizational units.
b. Ability to abstract technical information for presentation to both technical and nontechnical audiences. Ability to present coherent instructions in both oral and written formats.
Knowledge of writing standards, Best Practices as applied to IT documentation, web design
and presentation and teaching skills.
c. Data analysis skills. Experience in the design and implementation of data collection
systems and the ability to analyze data collected with those systems. Knowledge of
standard analysis techniques and report graphics. Ability to develop analysis techniques to
obtain specific results as determined through collaboration with management.
d. Demonstrated knowledge of Microsoft and Macintosh products.
5.
Describe the type of personal contacts encountered in performing the duties of the job.
Explain the nature and purpose of these contacts; i.e., to provide services, to resolve
problems, to negotiate.
a. Interactions with IT management. Provide information on current state of data collection
and analysis capabilities. Collaborate to determine metrics needed to support Strategic
Plan goals. Respond to requests for specific analyses in a timely manner. Attend planning
and informational meetings to stay aware of current infrastructure and future plans.
b. Interactions with IT staff. Indentify and develop working relationship with topic experts.
Provide support to "front-line" personnel as requested. Listen to and interact with "front-line"
personnel to determine knowledge and training needs. Provide training and develop
documention in response to requests from staff after consulting with management.
c. Interactions with workshop students. Prepare classroom presentations and handouts.
Understand material and add "value" to lesson by providing University-specific extras.
Provide support to students on user-specific topics.
d. Interactions with non-technical University staff and students as needed. Respond to
requests from non-technical customers in an appropriate style, written or verbal. Respond
to requests for documentation or instructions in support of "front-line" staff.
Position Description
Page 4
6.
Indicate the minimum qualifications which are necessary in filling this position should it
become vacant. Please keep in mind the duties/responsibilities of the position rather than
the qualifications of the incumbent.
A.
Minimum educational level, including appropriate field, if any.
Bachelor's Degree from a regionally accredited institution with major in Computer
Science, Computer Information Systems, or related field preferred.
B.
Minimum type and amount of work experience, in addition to the above required
education, necessary for a person entering this position.
With Bachelor's Degree, three years of related professional experience; two years with
Master's Degree. Must include at least one year of experience that combines two of
the following: Help Desk or phone center experience, demonstrated data analysis skills
and teaching experience. Desired experience includes: Specific training in
Knowledgebase Management or Help Desk Management. Project management
experience. Experience in higher education environment. Industry related licenses
and/or certificates are desirable.
C.
Indicate any license or certificate required for this position.
None required.