MIRACOSTA COLLEGE
CLASS TITLE:
CLIENT SUPPORT SPECIALIST
BASIC FUNCTION:
Under the supervision of the Technical Services Coordinator within Academic Information
Services (AIS), work independently in providing comprehensive end-user support serving faculty,
staff, and students by determining the appropriate workstation solution involving hardware,
software, and peripherals; order, install, configure, customize, and test multi-platform hardware
and various software applications; and provide training to faculty, staff, and students; maintain,
update, and troubleshoot client/server based applications.
REPRESENTATIVE DUTIES:
1.
Accept delivery, inspect, inventory and install microcomputer hardware and software.
2.
Troubleshoot, diagnose, and resolve complicated multi-platform hardware and software
problems; contact repair facilities for repair and/or deliver equipment to and pick up from
service centers; contact hardware/software vendors for pricing and product information;
order hardware, peripherals, and software.
3.
Maintain and update software located on Novell servers for other staff to install; maintain
passwords; create and maintain various client accounts; maintain and update index of
locations of software; create and maintain inventory of all client-based software; maintain
inventory of hardware parts and machines. Maintain workbench to enable other AIS
staff to do installation, configuration, and repairs to hardware, software, and peripherals.
4.
Research, test and demonstrate various hardware platforms, software and software
updates; provide recommendations to supervisors and colleagues within AIS, individual
faculty and staff members and departments.
5.
Provide Novell, NT, HP, and Internet connectivity to clients; provide clients with
instruction in the areas of network login, logout, passwords, e-mail, drive mappings,
Internet and other assorted network related applications in a multi-platform environment;
troubleshoot, diagnose, and resolved problems with these applications. Design, install
and maintain automated desktop support tools such as ZenWorks for Desktops.
6.
Install and configure terminal emulation applications such as Reflection via TCP/IP
connections; diagnose, troubleshoot, and resolve problems with those connections.
7.
Teach clients to resolve routine/minor hardware and software problems; guide users in
the development and use OS computer-assisted and/or managed technology.
8.
Assist clients in the basic use of PC and Mac applications, including Microsoft Office
Suite, Reflection, College Source, email, Web Browsers, and a wide rage of other
software applications in a multi-platform environment; provide and install upgrades, as
appropriate. Troubleshoot, diagnose and resolve problems with these applications.
9.
Install, configure, and troubleshoot operating systems; assist with the maintenance and
administration of NetWare, NT, Mac and Unix servers, user accounts, and applications.
MIRACOSTA COMMUNITY COLLEGE DISTRICT
(E) = Essential job function
xx/xx/xx
CLIENT SUPPORT SPECIALIST
2
10.
Design and develop training software programs; create training materials; conduct
training sessions; present workshops on hardware, software, and network usage.
11.
Write, maintain, and provide detailed documentation in all areas of hardware and
software-related issues.
12.
Provide maintenance and comprehensive support for student computing labs at the
Community Learning Center; assist in maintenance and support of student computing
labs on the Oceanside and Cardiff campuses.
13.
Hire, train, and supervise student workers and interns.
14.
Operate a variety of computer equipment including personal computers, personal
computer peripherals including printers, drives, tape drives, optical scanner and optical
character reader.
15.
Remain current on computer information systems technology through appropriate
course, seminars, training sessions, publications and contact with others in the trade.
16.
Perform related duties as assigned.
KNOWLEDGE AND ABILITIES:
KNOWLEDGE OF:
Multi-platform hardware and peripherals.
Operating systems and language such as MS-DOS, Windows 95, Windows 98, Windows 2000,
NT Server, NT Workstation, NetWare, Unix, Mac.
Documentation procedures.
Various software packages used for word processing, database management, statistics,
graphics, project management, spreadsheet analysis and communications.
Cabling schematics (Ethernet, serial).
Troubleshooting procedures for data communication failures.
TCP/IP.
Methods of data backup and restoration.
Basic principles of training.
Interpersonal skills using tact, patience and courtesy.
ABILITY TO:
Operate, troubleshoot and maintain multi-platform hardware and software.
Troubleshoot, diagnose, and resolve complicated computer processing problems independently.
Instruct others in the use and maintenance of software applications and hardware.
Develop training materials.
Work independently with little direction.
Meet schedules and timelines.
Plan, prioritize and organize work.
Establish and maintain a positive and cooperative working relationship with member Academic
Information Services and the college community.
Apply rules, regulations, policies and procedures.
Maintain records and prepare reports.
Effectively communicate orally, in writing and electronically.
Lift and carry computer equipment and supplies for short distances.
MIRACOSTA COMMUNITY COLLEGE DISTRICT
(E) = Essential job function
xx/xx/xx
CLIENT SUPPORT SPECIALIST
3
Supervise and assist student workers.
Work with difficult clients.
EDUCATION AND EXPERIENCE:
Any combination equivalent to an Associate in Arts degree, including courses in Novell
certification, A+, Mac repair, or related field and one year directly related work experience.
LICENSES AND OTHER REQUIREMENTS:
Valid California driver's license.
WORK DIRECTION, LEAD AND SUPERVISORY RESPONSIBILITIES:
No permanent staff assigned.
CONTACTS:
Coworkers, faculty, staff, students, vendors, users (clients).
PHYSICAL EFFORT:
Primarily sedentary with intermittent to frequent standing, walking, bending or stooping;
occasional to frequent lifting, carrying, pulling and/or pushing of objects weighing 50 pounds or
less; ability to travel and/or drive to a variety of locations on and off campus as needed to
conduct district business; ability to work at computer stations for extended periods of time,
involving light repetitive use of hands, wrists, forearms, and visual concentration.
EMOTIONAL EFFORT:
Ability to develop and maintain effective working relationships involving appropriate interactions
and communications personally, by phone and in writing with a variety of individuals and/or
groups of individuals from diverse backgrounds on a regular, on-going basis; ability to work
effectively under pressure on a variety of tasks concurrently while meeting established deadlines
and changing priorities.
WORKING CONDITIONS:
Primarily works in indoor office, instructional lab or classroom environments; subject to
occasional working: outside during inclement weather, in confined and/or awkwardly
configured, poorly-lighted work areas, around high voltage and electrical panels; exposure to
computer operation noise; may work at any College location during day and/or evening hours
with occasional holidays and/or weekends on an as-needed basis.
MIRACOSTA COMMUNITY COLLEGE DISTRICT
(E) = Essential job function
xx/xx/xx