TECHNICAL SUPPORT SPECIALIST 1
DEFINITION:
Under limited supervision, provides direct hands on support for an information technology unit in resolving moderately complex production problems from verbal or written problem reports; consults with Technical Support Specialist 2, and/or network management and systems programming staff for problem diagnosis, assistance, and resolution; monitors and allocates space or direct access storage devices; uses productivity aids in implementing and maintaining software, applications, and systems libraries; OR under limited supervision in a client/server environment, provides hardware/software support to end users; installs hardware and software on servers and/or workstations; receives calls, emails, and tickets at the help desk and handles assigned problems which may include moderately complex and/or critical issues short of the highest level; 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:
Provides direct hands-on support for an information technology unit or to end users in a client/server environment.
Resolves moderately 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 Technical Support Specialist 2 and/or information technology, network management, and systems programming staff for assistance in the resolution of the more difficult problems.
Identifies recurring batch production problems from problem reports or a problem tracking system.
Identifies inefficient production processes and programs and assists in increasing their efficiency through streaming techniques and in-house productivity aids.
Assists other information technology personnel and end users in the use of various information technology hardware and software.
Codes, tests, and implements program modules using productivity aids for special hardware or software statistical or analytical reports.
Answers inquiries from system users; explains systems functions and provides technical assistance in the use and application of system features.
Enters all new equipment to the inventory system, providing details as stated in the asset control process.
Provides support in the maintenance of mainframe, endpoint computers, peripherals and access to web-based applications.
Analyzes are 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.
Receives calls, emails, and tickets at the help desk and handles assigned problems, which may include moderately complex and/or critical issues short of the highest level.
Reviews call records, requests and incidents for un-transferred call records and unassigned records/tickets in ESD Queue and makes assignments/reassignments.
Installs, maintains, and repairs various mobile and telecommunication systems or devices.
Provides guidance to staff.
Monitors system performance and facilitates resolution of issues.
Troubleshoots application errors and/or mainframe channel resets.
Identifies and resolves network problems.
Contacts service providers for outages and circuit testing.
Tests disaster recovery software and equipment.
Reviews operational documentation for adherence to information technology requirements.
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:
Two (2) 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 the study of work methods and processes, the analysis of varied types of data, the design and preparation of systems and programs, the operation of multi-programming or client/server computer systems and work in the information technology support areas of input/output control, scheduling, reliability or user support may be substituted for the required education on a year-for-year basis.
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 prepare clear, accurate, and concise technical reports.
Ability to maintain records 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 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:
