General Information
| Job Description | BUS TCHL SUPP ANL 3 | Working Title | Technical Support Specialist |
|---|---|---|---|
| Job Code | 007559 | Grade | 21 |
| Department Name | SOM Finance & Administration - D02013 | Department Head | |
| Supervisor | Effective Date |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|
Generic Scope
| Experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems/issues of diverse scope and determines solutions. |
Custom Scope
| Applies skills as a seasoned, experienced business/technical support professional with a full understanding of industry practices and unit/department policies and procedures, computing policies and business needs to provide technical solutions to a wide range of issues. Demonstrates effective judgment in selecting methods and techniques for obtaining solutions. Evaluates and tests new technologies including performing simple to moderate cost/benefit analyses. |
Department Custom Scope
| This position will function in a secondary and advanced role to resolve complex help desk tickets and be assigned project work to support the technical infrastructure of the school of medicine (SOM) locations which include educational, research, and a clinical enterprise off main campus. Resolves technical issues by working with both internal/external parties and vendors. Manage IT projects that were assigned to them and report the status to the chief technology officer. Key duties will include managing escalated level two and three tickets in a timely manner, maintain current infrastructure documentation, update documentation to support new processes, and project management, clearly communicating status and technical information to clients. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree in related area and/or equivalent experience/training. | Required |
Experience Requirements
| Experience | Requirement |
|---|
License Requirements
| License | Requirement |
|---|---|
| Valid Driver License | Preferred |
Certification Requirements
| Certification | Requirement |
|---|---|
| Microsoft technical certifications. | Preferred |
Educational Condition Requirements
| Condition | Requirement |
|---|---|
| An additional four (4) years of related experience can be subsituted for the degree requirement. | Required |
Key Responsibilities
| Description | % Time |
|---|---|
Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support for divisional, institution-wide or multi-institutional users ensuring referral to appropriate level of services. Performs highest tier of technical support. Provides bridge between customer needs and highly technical applications and application groups (ex: mainframe, network), other technology service providers and third-party vendors. Serves as staff expert on technical troubleshooting for the most difficult customer problems. Provides guidance to end users on IT policy and procedures.
|
25 |
Identifies and addresses complex usability problems. Analyzes complex hardware, software and network problems and resolves issues that may have strategic impact. Designs tests for new hardware, software and configurations to mimic end user behavior and oversees testing process and provides results to developers or system administrators. Manages larger user content migration across hardware or software environments. Analyzes and prepares various levels of internal and external-facing documentation used by end users across the institution. Creates, analyzes, summarizes and monitors usage reports. Escalates software problems to development team. Coordinates user acceptance activities.
|
25 |
| Configures and customizes complex software based on user needs. Creates complex scripts to accomplish work-related tasks. Implements and configures settings in services and systems to comply with business rules at a campus, medical center or other university entity. Understands marketplace and technology trends relative to user needs to provide input to technology and support direction for a campus, medical center or other university entity. Provides strategic input to system redesign or development efforts based on user needs. May build test scripts. | 20 |
| Manages projects. May function as a lead, scheduling and assigning work and providing technical guidance and work direction to student or career technical support staff at various levels. Provides technical training to junior employees. | 20 |
| Other duties as assigned. | 5 |
| Connects new machines to active directory and ensures that latest software patches are included. Manually resets passwords for clients who are not enrolled in Netrix password reset. Coordinates with system administrators to perform Microsoft active directory maintenance and administration. Monitors the environment and performs security patch/software updates for desktops/laptops on the domain. Communicates scheduled and unscheduled maintenance with all constituents on the domain. | 5 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| Thorough knowledge of desktop and business/technical support systems. | Required |
| Skills and abilities necessary to complete the most technical business/technical support functions. | Required |
| Demonstrated skill at project management processes. Demonstrated ability to construct and execute test plans for hardware and software. Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. | Required |
| Extensive experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc. | Required |
| Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. Demonstrated skill providing technical training to users at various levels of skill. Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. | Required |
| In-depth understanding of divisional or institutional business processes to provide the highest level of support. | Preferred |
| Experience at providing technical and administrative work direction. | Required |
| Experience in use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software. | Required |
| Advanced skill at creating technical documentation for complex processes and applications. | Required |
| In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues. | Required |
| Broad knowledge of IT-related products and services. General knowledge of other areas of IT. | Required |
| Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices. | Required |
| Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. | Required |
| Thorough knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. | Preferred |
| Demonstrates problem-solving skills. Working knowledge of desktop and business/technical support systems. Demonstrated judgment to delegate/escalate issues appropriately. | Required |
| Knowledge of and experience with Microsoft's Active Directory -- group policy and adding desktops to the domain. | Preferred |
| Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. | Preferred |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|---|
| Must pass a background check. | Required |
| Travel between SOM sites (on campus, Intellicenter, clinics, etc.) as needed. | Required |
| Must possess or obtain a Valid CA Driver License in accordance with the California Department of Motor Vehicles if operating a vehicle for univeristy related business. | Required |
Other Special Requirements & Conditions
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Level of Supervision Received
| GeneralSupervision |
Environment
Working Environment
| Various settings to include campus, meeting rooms, and physician offices. |
Other Requirements
Items Used
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Physical Requirements
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Mental Requirements
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Environmental Requirements
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Critical Position
| Is Critical Position: No |