TECHNICAL SUPPORT SPECIALIST 2
DEFINITION:
Under general supervision, as a lead worker, provides guidance and direct hands on support for an information technology unit in resolving complex production problems from verbal or written problem reports; consults with, and assists network management and systems programming staff in the diagnosis, and resolution of complex problems; monitors and allocates space on direct access storage devices; uses and guides the use of productivity aids in implementing and maintaining software, applications, and system libraries; OR under general supervision as a lead worker in a client/server environment, provides hardware/software support to end users; installs and guides the installation of hardware and software on servers and/or workstations; receives calls, emails, and tickets at the help desk and handles assigned problems which may include highly complex and/or highly critical issues; performs other related duties as required.
NOTE: The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.
EXAMPLES OF WORK:
As a lead worker, provides server support functions and direct hands-on support to an information technology unit or to end users in a client/server environment.
Resolves highly complex online and batch production problems from verbal and written problem reports to provide timely and accurate service to all approved user commitments; consults with information technology, network management and systems programming staff for assistance in the resolution of the more difficult problems.
Identifies recurring production problems from problem reports or a problem tracking system and recommends final resolution.
Identifies inefficient production processes and programs and increases their efficiency through job streaming techniques and in-house productivity aids.
Implements and promotes the use of general purpose software for use in online and batch processes as provided by the systems programming and network management staff.
Provides guidance and takes the lead over lower-level information technology staff, in assisting other information technology personnel and end user staff in the use of various information technology hardware and software.
Designs, codes, tests, and implements program modules using productivity aids for special hardware or software statistical or analytical reports.
Answers complex inquiries from system users; explains systems functions and provides technical assistance in the use and application of system features.
Provides support in the maintenance of mainframe, endpoint computers, peripherals, and access to web-based applications.
Analyzes and collaborates to resolve production issues while documenting and following up on issues.
Installs, configures, and sets up printers and workstations; installs software programs.
Responds to requests for assistance; identifies and corrects hardware, software, and printer problems.
Assigns daily duties based on operational needs and attendance.
Manages support agent duties in response to changing conditions.
Receives calls, emails, and tickets at the help desk and handles assigned problems, which may include highly complex and/or highly critical issues; handles high priority outages (e.g., highly sensitive sites, multiple sites, etc.).
Reviews call records, requests and incidents for un-transferred call records and unassigned records/tickets in ESD Queue and makes assignments/reassignments.
Collaborates with multiple parties by hosting bridges to resolve complex issues.
Installs, maintains, and repairs various mobile and telecommunication systems or devices.
Provides guidance and training to staff when needed.
Monitors system performance and facilitates resolution of issues.
Troubleshoots application errors.
Identifies and resolves network problems.
Takes the lead in the review of operational documentation for adherence to information technology requirements.
Assists in supporting the use of peripheral devices.
Reviews technical literature and attends seminars and training sessions to remain current in the use of hardware, software, and IT practices.
Participates regularly in change control meetings.
Prepares clear, accurate, and concise technical reports.
Maintains essential records, reports, and files.
Will be required to learn how to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
REQUIREMENTS:
EDUCATION:
Graduation from an accredited college or university with an associate's degree in computer science, information technology, or a closely related field.
EXPERIENCE:
Three (3) years of experience in one or more of the following: 1) information technology systems analysis and programming design; 2) the analysis of work methods and processes; 3) the operation of multi-program or client/server computer systems; or 4) help desk; one (1) year of which shall have been in the technical support area solving user problems in a help desk or related environment.
NOTE: A bachelor's degree in any field may be substituted for the associate's degree in computer science, information technology, or a closely related field.
NOTE: A bachelor's or master's degree in computer science, information technology, or a closely related field may be substituted for one (1) year of experience.
Special Note Regarding Substituting Experience for Education:
Experience in one or more of the following areas may be substituted for the required education on a year-for-year basis: 1) the study of work methods and processes; 2) the analysis of varied types of data; 3) the design and preparation of systems and programs; 4) the operation of multi-programming or client/server computer systems; or 5) work in the information technology support areas of input/output control, scheduling, reliability, or user support.
Special Note Regarding Substituting Training for Education:
In order for training to be accepted, the applicant must provide documentation from an accredited institution of higher learning stating that the school would accept these training hours as equivalent to college credits at that institution and provide the number of college credits that would be equivalent. This documentation from the institution must come from the Department Head or Chair associated with the major or course area in question.
LICENSE:
Appointees will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform the essential duties of the position.
KNOWLEDGE AND ABILITIES:
Knowledge of the basics of computer systems hardware.
Knowledge of the facilities generally provided by operating systems software associated with multi-programmed and multi-process oriented computer systems.
Knowledge of special vendor or client/server productivity aid packages.
Knowledge of job control language statements and utility programs for use by data processing production operations.
Knowledge of data communications network equipment and software.
Ability to physically lift, move and position networked devices including but not limited to printers, personal computers, facsimile, modems, plotters, and scanners.
Ability to install, maintain, and repair various mobile and telecommunication systems or devices.
Ability to analyze production problems and recommend necessary changes.
Ability to use interactive programming and system diagnosis tools.
Ability to use various data center or network center productivity aids.
Ability to use various programming languages and software packages.
Ability to take the lead and provide guidance and instructions to lower-level staff.
Ability to prepare clear, accurate, and concise, technical reports.
Ability to maintain essential records, reports, and files.
Ability to learn how to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
Ability to read, write, speak, understand, and communicate in English sufficiently to perform the duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication.
Persons with mental or physical disabilities are eligible if they can perform the essential functions of the job with or without reasonable accommodation. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.
This job specification is applicable to the following title code(s) which
are different work week or work month and/or variants of the job class title:
