DESCRIPTION

This is a standard position description whose function is to provide assistance to a specialized assistance program for users in solving personal computer problems. Work involves recording and researching problems, conducting follow-up-actions and providing training. An employee in this class works under the immediate supervision of a higher level officer. Some degree of independence is expected, especially in the areas of tracking problems and researching to resolve routine user problems related to computer operations.

MINIMUM QUALIFICATIONS

A BS or BA Degree in Computer Science, Data Processing, or Information System;
OR
An Associate Degree in Computer Science, Data Processing, or Information System or any closely related field and two (2) years computer related experience;
OR
An equivalent combination of education and experience not to go below a High School Diploma and not less than five (5) years practical experience, two of which must be in computer related work.

FACTOR-1- KNOWLEDGE REQUIRED BY THE POSITION:

• Knowledge of local and federal laws, rules, regulations and policies regarding financial assistance programs.
• Knowledge of the operation and care of the digital computer and its peripheral equipment.
• In depth knowledge of computer software and technical methods.
• Ability to log information and to keep up-to-date records of progress.
• Ability to establish and maintain effective working relationships with co-workers, service providers and the general public.
• Ability to express oneself clearly and concisely, orally and in writing.

DUTIES (NOT ALL INCLUSIVE):

• Receives calls from users requesting solutions or service to personal computer problems.
• Records all problems reported or discovered.
• Researches and resolves routine user problems related to computer and communication, equipment and software.
• Conducts and coordinates user support for personal computer software/hardware and on-line systems through telephone communication and on site assistance.
• Assists information services staff in development and establishment of problem prevention programs such as user training.
• Maintains current computer software reference materials such as user manuals, training guides and technical support materials.
• Performs data entry and output verifications.
• Provides monthly reports, based on Help Desk System and other information.
• Performs other related work as required.

FACTOR-7- PURPOSE OF CONTACTS:

Contacts are to exchange technical and administrative information and coordinate recommended advice on work effort.