Senior Technology Support Specialist

Position Summary: 

This class is the second of three levels in the Information Technology Support series.  Incumbents monitor, troubleshoot and maintain complete information technology systems, provide training and direction to end users, and coordinate and prioritize information technology support activities for a designated area or function.  Responsibilities may include monitoring software copyright compliance; providing training and direction to end users; identifying and sharing best practices; supporting the testing of patches, upgrades, and programming changes; reviewing and prioritizing work orders; allocating staff to assignments; determining and implementing departmental procedures; researching and resolving complex, non-routine issues; researching and recommending technology updates and changes; coordinating large-scale upgrades or installations; and maintaining a software tracking database.

Requirements:

Education:

High School Diploma or equivalent (GED).

Experience:

Some technical training in information technology, and four years experience providing technical support.

* An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job may be acceptable in lieu of those requirements listed above.

Knowledge:

• Applicable hardware, software, and peripheral equipment;

• Applicable operating systems;

• Technology troubleshooting techniques.

• Customer service principles;

• Applicable hand tools and diagnostic equipment;

• Training principles;

• Recordkeeping principles;

• Computers and related software applications.

Skills:

• Troubleshooting and repairing hardware, software, and peripherals;

• Installing hardware and software;

• Providing end-user support;

• Communicating technical information to a non-technical audience;

• Ordering and maintaining equipment and inventory;

• Maintaining operational records;

• Training end-users;

• Using a computer and related software applications;

• Communication, interpersonal skills as applied to interaction with subordinates, coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to give and receive work direction.

Physical:

• Positions in this class typically require: reaching, standing, walking, grasping, feeling, talking, hearing, seeing and repetitive motions.

• Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

• Incumbents may be subjected to electrical currents, workspace restrictions, and travel.

License:

Some positions may require technical certification in area of responsibility.

Responsibilities:

1. Coordinates large-scale repairs and related projects, which includes troubleshooting complex problems associated with applicable information technology equipment and software; researching technological solutions when necessary; recommending technology upgrades; maintaining software tracking inventory database; testing and installing patches, upgrades, and monitoring software copyright compliance.

2. Provides help-desk telephone support and on-going troubleshooting assistance to users regarding complex information technology and/or hardware, software, and/or other related items; coordinates technical support with vendors for installations, repair, and/or maintenance issues.

3. Sets up, installs, configures, tests, updates, and maintains computers, peripheral devices, and/or related software and hardware; repairs computers and peripheral devices.

4. Prepares and presents training and direction to end-users.

5. Prioritizes and assigns work to lower level staff; monitors the performance of lower level staff; and trains staff on work methods and procedures.

6. Performs other duties of a similar nature or level.