POSITION:
Technology Support Specialist
NAME:
SUPERVISOR:
Director of Information Technology
NATURE OF POSITION:
Job Description, Responsibilities, Standards, and Qualifications
Job Description:
Under general supervision, installs and maintains servers, work stations and other technology
applications according to established specifications. Upgrades operating systems and
application software. Troubleshoots problems and provides customer assistance and training.
Determines technology needs of internal and external customers and recommends solutions
to meet their needs. May coordinate the division's satellite and two-way interactive video
activities. Maintains current records for equipment.
Job Responsibilities & Performance Standards:
1. Maintains the division's network security and integrity. (Performed by all
incumbents)
1. Performs regular back-up and ensures others comply with back-up procedures.
2. Adds and deletes users, user directories, passwords and applications as needed.
3. Executes recovery procedures according to established guidelines.
4. Controls and maintains inventory of assigned equipment according to agency
guidelines.
5. Assures that software is utilized according to license agreements.
6. Tests applications before installation on networks.
2. Installs and maintains personal computer hardware, networks, and software for
internal and external customers. (Performed by all incumbents)
1. Ensures that products for installations are available and operative.
2. Schedules installation at customer site in a timely manner.
3. Completes the installation with minimum disruption to the customer and within the
established time frame.
4. Converts old system data to new system accurately and within a timely manner.
5. Tests installed products according to agency standards.
6. Works effectively with users to plan appropriate locations for equipment.
7. Maintains, repairs, and installs computers, networks, and related equipment
minimizing time and financial expenditures when possible and complying with
applicable policies and procedures.
8. Coordinates testing with customers, vendor personnel, and other support groups to
ensure timely problem resolution.
9. Requests assistance from upper level technicians when required.
10.Suggests efficient new procedures for resolution of problems.
3. Provides quality service to internal and external customers by addressing
problems or issues involving hardware, software or networks through a help desk
function. (Performed by all incumbents)
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1. Answers customer inquiries received in writing, by telephone, or through electronic
mail in an appropriate and timely manner; reads communications thoroughly or listens
attentively to customers.
2. Poses appropriate questions to facilitate problem determination and applies analytical
or research techniques and judgment to isolate or clarify problems, gauge severity and
establish priority.
3. Confirms warranty and maintenance coverage where equipment is involved.
4. Assumes responsibility for assignment until customer problem is resolved or
reassigned.
5. Resolves problems or escalates more difficult issues to appropriate division personnel.
Identifies outside resources, where appropriate, and assists customers to access
those resources.
6. Responds to customer follow-up inquiries in a timely manner and keeps customer
updated on resolution progress.
7. Verifies problem resolution with customer to ensure customer satisfaction according to
division guidelines. Utilizes customer evaluations to implement service improvements.
8. Enters all required problem information into a tracking system in accordance with
prescribed procedures.
9. Provides problem tracking reports to managers and customers as requested.
10. Post solutions and suggestions on Web page for benefit of other users.
4. Develops and conducts training programs on hardware, software and network
applications to enable internal and external customers to take full advantage of
available technology for the efficient and effective operation of libraries. (Performed
by all incumbents)
1. Researches and keeps abreast of current developments in hardware, software and
networks through books, periodicals and other print and electronic media to ensure
most current information and methodologies are utilized.
2. Surveys other organizations and states for useful information and exemplary or
innovative programs and procedures which aid in the development and delivery of
training and technical assistance.
3. Develops lesson plans and training materials appropriate for the subject matter and
target populations.
4. Selects training time and location based on the needs of the customer; makes
arrangements for facilities and equipment.
5. Conducts training using a variety of techniques, including lectures, demonstrations,
group discussions, role playing and audio-visual presentations, appropriate to the
audience and subject matter.
6. Presents information in a timely manner easily understood by both experienced and
inexperienced users.
7. Provides clear and informative responses to any questions asked during training;
researches and responds to questions that cannot be answered during training.
8. Develops and administers questionnaires, rating forms and other instruments to
measure effectiveness and appropriateness of training and technical assistance.
9. Conducts one-on-one training sessions as needed.
10. Make necessary modifications to training and technical assistance based on
evaluations.
5. Provides technical assistance and support to the division and libraries on a
continuing basis to maximize their use of available technology and assist them in
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7.
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finding solutions to computer and network-related problems. (Performed by all
incumbents)
1. Maintains an on-call status, as required, to respond to emergency situations that may
arise during or outside of normal business hours.
2. Contacts libraries as required, traveling to customer locations for on-site service, as
necessary.
3. Assist libraries to utilize the Internet, World Wide Web, Peachnet, Galileo and other
networks and applications.
4. Utilizes diagnostic tools and other resources as appropriate.
5. Identifies and resolves problems in a timely and efficient manner.
6. Escalates problem when appropriate to vendors or appropriate personnel.
7. Designs new or modifies existing configurations to meet customer's needs.
8. Ensures that computer operations and equipment are in compliance with applicable
policies, procedures and rules.
9. Ensures that all customers' applications continue to work as expected.
Analyzes and recommends software modifications to meet internal and external
customer needs using micro-computer software. (Performed by all incumbents)
1. Analyzes information to determine nature and extent of customer requirement.
2. Presents most effective and feasible business area solution by recommending microcomputer package software or upgrade to existing software.
3. Prepares logical operational workflow in a clear and precise manner.
4. Creates forms, reports or import specification to meet customer needs.
Develops and produces various customer and management reports. (Performed by
all incumbents)
1. Develops necessary reports in a timely manner and in the format requested.
2. Produces reports which appropriately reflect both raw data and analysis.
3. Obtains feedback from management regarding effectiveness and functionality of
reports produced.
4. Modifies reports as requested to reflect changes in data analysis and management
needs.
5. Provides any necessary back-up information or documentation to facilitate
understanding of reports.
Maintains list of resources and contacts providing technology hardware, software
and services in Georgia (Performed by all incumbents)
1. Researches continually available sources and contacts to support the technology
needs of the divisions and libraries in Georgia through printed and electronic
publications, contacts with vendors and information from users.
2. Enters information in resources and contact database.
3. Updates information to ensure it is current and accurate.
4. Generates reports periodically and on request from database for internal and external
customers.
5. Generates and maintains statewide inventory and assessment of existing computers,
systems and programs.
Maintains knowledge of current trends and developments in the field by reading
appropriate books, journals, and other literature and attending related seminars
and conferences. Applies pertinent new knowledge to performance of
responsibilities. (Performed by all incumbents)
1. Attends internal and external educational programs and professional meetings as
available for continuing professional education.
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2. Attends relevant meetings and training programs offered by professional
organizations.
3. Reads and evaluates professional literature on continual basis; translates complex or
technical information into a format that can be understood by others and distributes as
needed.
4. Incorporates knowledge of pertinent new trends and developments into unit policies
and procedures. Makes recommendations for any related organizational changes.
10. Consults with internal and external customers in the design of networks.
(Performed by some incumbents)
1. Works with the department, the division and the libraries on planning and system
design.
2. Interviews customers to determine if current system meets needs.
3. Recommends changes to system based on user needs.
4. Advises users of available hardware and software to meet needs.
5. Identifies changes which will increase user productivity.
11. Installs and supports network operating systems to meet the needs of internal and
external customers. (Performed by some incumbents)
1. Installs and configures network operating systems according to project plan. Ensures
others follow specifications when installing.
2. Builds and maintains shared network resources according to project plan.
3. Monitors performance of servers.
4. Coordinates the utilization of existing equipment to optimize efficient and effective use.
5. Installs hardware and software upgrades according to established specifications.
6. Writes and tests installation instructions for configuration on networks.
7. Installs predetermined and customized configurations to ensure maximum customer
satisfaction.
8. Performs troubleshooting on network components/applications, including
telecommunications, as needed.
9. Performs diagnostic testing and problem determination on networks and associated
equipment.
10.Analyzes and tests multi-media communications circuits and cabling systems for
proper operation.
12. Coordinates the division's satellite and two-way interactive video activities
(GSAMS). (Performed by some incumbents)
1. Identifies available facilities and equipment to support the division's satellite and twoway interactive video activities.
2. Coordinates with other divisions and agencies in scheduling and use of facilities and
equipment.
3. Assists division and library staff to arrange for sending, receiving, and viewing satellite
transmissions or participating in two-way video activities.
4. Provides internal and external customers with schedules and information about
satellite programs or two-way interactive video activities on a regular basis.
5. Records satellite transmissions as requested.
6. Serves as technical expert in the operation use and operation of satellite and two-way
video equipment.
13. Maintains current records of voice, video, data, and other equipment, computers,
and peripherals. (Performed by some incumbents)
1. Keeps up-to-date records of equipment identification tags, serial numbers, location,
users, warranties, repairs, and other appropriate data.
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2. Attached ID stickers to new equipment, and notifies division property manager of all
additions or deletions to inventory.
3. Conducts periodic reviews of equipment to verify records.
4. Notifies division property manager of discrepancies or missing equipment as soon as it
is noticed as a missing item.
5. Instructs all users in proper care and security measures to be followed with equipment.
6. Maintains knowledge of current technology developments.
14. Coordinates the ongoing maintenance and operation of the division's voice, video,
data, computer, peripherals, and other technology. (Performed by some
incumbents)
1. Maintains and coordinates repair of audio-visual equipment, telephone, fax, security
systems, satellite, and two-way interactive video equipment.
2. Maintains the division's personal computers and peripherals by performing such
functions as replacing cards, adding memory, troubleshooting, and installing software
as needed.
3. Assists in minor equipment repair in the field.
4. Orders supplies and materials needed for the on-going operation of the equipment.
Minimum Qualifications:
Associate degree AND two years of experience in a learning environment as an online
instructor with extensive experience in Blackboard. Excellent oral and written communication
skills.
Preferred Qualifications:
Special consideration will be given to those applications with IT experience in and a
knowledge of MS SQL and .NET framework, as well as experience in instructional design and
adult learning theories. Knowledge of building blocks with experience in scripting APIs.
NOTE:
Job description information is extracted daily from the official Phoenix HRMS Job Code
database. Problems in conversion may cause formatting errors in some job descriptions.
The information presented, while not an exact or exhaustive listing, describes the work,
performance standards, and qualifications typically required of positions or employees in this
job. A specific position description or employee performance plan may differ as long as it is
consistent with the core Responsibilities, Standards and Qualifications of that job.
For questions or comments, please contact us or read our disclaimer.
© 1998-1999 The State of Georgia & The Georgia Merit System
ALL RIGHTS RESERVED.
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