UNIVERSITY OF NORTH CAROLINA WILMINGTON
TECHNOLOGY SUPPORT TECHNICIAN (12247) (30005034)
COMPETENCY ASSESSMENT WORKSHEET
Division/Department
Position #
Employee:
Technology Support Technician
Description of Work: Positions in this banded class provide consultation, support, and/or training to users of computer or other information
technology based systems located throughout the state agencies and universities, as well as basic support of hardware, software, operating systems and
networking. This class requires a basic knowledge and understanding of a wide variety of technologies to effectively support users’ technical needs.
At this class, positions are not usually involved in application development, system integration, or network design/analysis. Positions normally
interact with a broad range of users requiring strong communication skills and the ability to use a variety of technical resources for providing technical
support. May provide routine support for a broad range of information related technologies, or may provide in-depth support for a narrowly defined
area of technology. Complex technical problems or questions would typically be referred to a higher-level Technology Support Analyst and/or
Technology Support Specialist.
Note: Competency statements are progressive and not all competencies apply to every position/employee. Evaluate only those that apply.
Competency
Planning and Organizing-
Weight:
Contributing
Apply technical knowledge
to independently work on
routine/ non-complex tasks.
Monitors progress against
defined parameters.
Journey
Advanced
Ability to organize and follow
complex and /or detailed
technical procedures.
Ability to identify technical or
procedural training needs for
technical support staff on new
technologies or recurring
problems.
Ability to work independently
to perform tasks with minimal
supervision.
Position
Level
(C) (J) (A)
Employee
Level
(C) (J) (A)
Ability to lead ad hoc work
groups to analyze problems,
develop solutions, and
communicate solutions
effectively.
Discussion/Justification including observations or measures:
Technology Support Technician Competency Assessment Worksheet Rev 12/4/2014
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Competency
Project Management-
Contributing
Journey
Advanced
Ability to complete own tasks
and manage schedule to meet
deadlines.
Ability to manage technical
projects involving own work
and under minimal
supervision.
Ability to lead projects and
manage work of self and others.
Position
Level
(C) (J) (A)
Employee
Level
(C) (J) (A)
Position
(C) (J) (A)
Employee
(C) (J) (A)
Completes tasks as part of a
larger team.
Weight:
Discussion/Justification including observations or measures:
Competency
Contributing
Journey
Advanced
Understands basic technology
principles and terminology
associated with the work unit.
Working knowledge of
technology principles and
terminology associated with
the work unit and ability to
integrate in identifying
problems or solutions.
Serve as technical expert in one
or more specialty areas.
Technical Knowledge-
Solicits relevant information
from client in order to
sufficiently describe nonroutine problems to technical
expert, and effectively
communicate solution to
client.
Understands basic
troubleshooting techniques
and principles and uses
understanding to resolve
routine problems based on
existing documentation/
training/ resources.
Basic knowledge of specialty
software or hardware.
Working knowledge of
specific software and
hardware installation
processes and procedures.
Knowledge of other work
specialties and abilities for the
purpose of integration for
developing and communicating
solutions.
Knowledge of system security
protocols.
Demonstrates broad working
knowledge in specialty area
within work unit. Utilize and
apply knowledge of data and
system tables to perform
work.
Technology Support Technician Competency Assessment Worksheet Rev 12/4/2014
2
Weight:
Discussion/Justification including observations or measures:
Competency
Contributing
Technical Solution
Development-
Ability to apply analytical
skills to evaluate alternatives
and make recommendations.
Journey
Advanced
Apply technical knowledge of
software and systems to
provide information to design
teams for improvisation or
development of new features.
Ability to guide technicians with
technical solutions and resolve
complex problems within work
area; make decisions based on
weighing options and
consequences; and direct the
work of others with some
latitude on actions and decisions.
Apply analytical process to
identify or understand
recurring problems and
recommend solutions.
Ability to document solutions
that solve client problems and
clearly present these solutions.
Position
Level
(C) (J) (A)
Employee
Level
(C) (J) (A)
Position
(C) (J) (A)
Employee
(C) (J) (A)
Ability to apply and integrate
technical skills and knowledge
to specialty work.
Ability to identify and
understand reoccurring
problems and recommends
solutions.
Weight:
Discussion/Justification including observations or measures:
Competency
Contributing
Journey
Advanced
Technical Support-
Knowledge of varied
technology components and
the inter-relationships of
components.
Ability to resolve some nonroutine problems using
standard troubleshooting
techniques or information
from research
Ability to identify trends and
make recommendations for
technical modifications.
Ability to resolve problems
and issues escalated from
Technology Support Technician Competency Assessment Worksheet Rev 12/4/2014
Ability to make decisions based
on weighing options and
consequences.
3
lower level technicians.
Exhibits knowledge of other
work specialties and the ability
to integrate this knowledge to
develop and communicate
solutions.
Weight:
Discussion/Justification including observations or measures:
Competency
Contributing
Journey
Advanced
Consultancy Skills-
Applies technical knowledge
and effective communication
skills to create information
and training materials for
users.
Ability to apply technical
knowledge and effective
communication skills to
identify business needs and
develop a plan for resolving.
Ability to consult with users and
higher-level specialists and
analysts to resolve advanced
technical problems and ensure
customer satisfaction.
Weight:
Discussion/Justification including observations or measures:
Position
Level
(C) (J) (A)
Employee
Level
(C) (J) (A)
Training & Education
Special Note:
This is a generalized representation of positions in this class and is not intended to identify essential work functions per ADA.
Examples of competencies are primarily those of the majority of positions in this class, but may not be applicable to all positions.
Ability to create and maintain collegial working relationships with customers and co-workers, contribute to a positive and inclusive
work environment, and serve as a productive team member is expected in all positions.
Technology Support Technician Competency Assessment Worksheet Rev 12/4/2014
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UNIVERSITY OF NORTH CAROLINA WILMINGTON
Career-Banding Competency Assessment Form
Employee:
Supervisor:
Div/Dept:
Position #
Career Band Title: Technology Support
Technician
Working Title:
(Forward to HR for New Hires, Grade-Band Transfer or other Competency Assessments; Attach Salary Decision Worksheet for New Hires or Salary Adjustments.)
Competencies
Weight
Discussion/Justification of Competency Level including observations or
measures; (Identify the Competency Level as Contributing, Journey or Advanced for
Position and/or Employee by marking the block in the next columns)
Position
(C)
Employee
(J) (A)
(C) (J) (A)
Double-Click box
to Choose Level
Double-Click box
to Choose Level
Planning and
Organizing
Project Management
Technical Knowledge
Technical Solution
Development
Technical Support
Consultancy Skills
Position Overall Competency (Business Need):
Competency Review Discussion Signatures
Supv:
Employee:
Date:
Note: The employee’s signature does not indicate agreement with the assessment. It indicates that the instrument was discussed on the date noted.
Next Level Supervisor
Intitials:
Form Revised 12/4/2014
Employee Overall Competency Assessment:
Competency Review Discussion Signatures
Supv:
Employee:
Date:
Note: The employee’s signature does not indicate agreement with the assessment. It indicates that the instrument was discussed on the date noted.
Next Level Supervisor
Intitials:
Form Revised 12/4/2014