Jobs

BUSINESS TECH SUPPORT-ADV

Class Title: BUSINESS TECH SUPPORT-ADV
Bargaining Unit: Use for all Job Titles
Class Code: 075609
Education and Experience: Graduation from an accredited college or university with a bachelor’s degree and two year of experience in any one of the areas listed (1) the resolution of data manipulation errors, the maintenance of computer hardware, or the correction of other related system operations problems for computer system hardware or software; or (2) the strategic planning of hardware or software components; or (3) applications programming, or (4) the systematic analysis of user and systems requirements for computer or information systems; or (5) the training or instruction of individuals in systems analysis, applications programming, or proper utilization and implementation of hardware or software systems components within computer or information systems.
Substitution of a Specific Associates Degree for the Required Bachelor’s degree: An Information Technology Associate’s degree may be substituted for the required Bachelor’s degree.
Substitution of Experience for Education: Experience in one of the following areas may substitute for the required education on a year-for-year basis to a maximum of four years: (1) the resolution of data manipulation errors, the maintenance of computer hardware, or the correction of other related system operations problems for computer system hardware or software; or (2) the strategic planning of hardware or software components; or (3) applications programming, or (4) the systematic analysis of user and systems requirements for computer or information systems; or (5) the training or instruction of individuals in systems analysis, applications programming, or proper utilization and implementation of hardware or software systems components within computer or information systems.
OR

Substitution of Graduate Coursework for the Required Experience: Any graduate coursework in management information systems, business data processing, business systems analysis, computer and information systems, or computer accounting may substitute for the required experience on a year-for-year basis to a maximum substitution of one year. (Thirty-six graduate quarter hours or a master’s degree in the above fields is equivalent to one year of experience.)

Other Requirements:

Necessary Special Qualifications: None.
Examination Method: Education and Experience,100%, for Preferred Service positions.

Job Overview:

Summary: Under direct supervision, is independently and within a team environment responsible for communicating with business users to determine business needs and ensure those needs are fulfilled by technical staff, performing related tasks on a daily basis as required.
Distinguishing Features: An incumbent in this class performs work independently and within a team environment. This class differs from the Business Technical Support-Lead in that the incumbent of the latter leads or supervises a team to implement software and hardware configurations for new and existing agency needs.

Work Activities:

Repairing and Maintaining Electronic Equipment:
  1. Repairs and maintains specialized equipment by assembling/disassembling equipment and identifying and replacing errant components.
  2. Evaluate multiple hardware instances for the need to enhance/upgrade components for non-standard equipment and software, including memory, hard drive, etc.
  3. Provides telecommunications support.

Interacting With Computers:

  1. Configure software and hardware implementations for new and existing agency applications.
  2. Creates and deploys agency-specific images for devices.
  3. Configures and deploys non-standard (specialized) printers.
  4. Connects video conferencing and audiovisual devices and resolves any issues.
  5. Create media production.

Getting Information:

  1. Confer with customers by telephone, e-mail, or in person in order to provide assistance with Information Technology products and services to support the customer in completing job duties.
  2. Reviews multiple logs (security, users, performance, etc.) and monitors systems activity to determine and help resolve issues.
  3. Gain analytical and technical experience in IT applications support and business knowledge in one or more areas of the organization.

Making Decisions and Solving Problems:

  1. Respond to the customer with the most accurate and complete information available to include escalating or reassigning issues or requests for service.
  2. Identifies appropriate agency specific technical solutions to resolve business needs.
  3. Supports mobile devices to identify and resolve issues related to agency applications.
  4. Independently provides customer support and technical resolutions via hands-on, e-mail, remote access tools, and other electronic medium.
  5. Tracks and maintains communication with the customer from the beginning to the end of any established issue or concern.

Updating and Using Relevant Knowledge:

  1. Independently uses various methods to perform research utilizing industry “best practices” to enhance current skillset and successfully perform the duties and responsibilities of this role.

Communicating with Supervisors, Peers, or Subordinates:

  1. Communicate effectively by keeping supervisor informed of issues affecting performance.
  2. Communicate on a regular basis with coworkers/team to share knowledge.
  3. Maintain good working relationship with managers, peers, and the customer served.
  4. Communicate effectively in written form, by email, by phone or in person.

Documenting/Recording Information:

  1. Maintains knowledge base of issue resolution to be used by IT peers to help solve problems.
  2. Create resource, reference and instruction materials for technical and end-user training.
  3. Creates procedural documentation associated with daily IT operations.

Interpreting the Meaning of Information for Others:

  1. Interpret technical documentation and solutions to customers.

Communicating with Persons Outside the Organization:

  1. Communicate effectively with outside vendors while representing the state in a professional manner.

Training and Teaching Others:

  1. Conducts or assists with customer training, either on-site or via remote conferencing on agency-specific applications using established guidelines.
  2. Instruct technical team members on the proper methods of managing agency-specific applications.
  3. Conducts or assists with product demonstrations to potential customers.

Performing Administrative Activities:

  1. Utilize a problem resolution system to track requests in order to perform trend analysis and performance metrics for reporting purposes.
  2. Identifies and analyzes equipment for hardware replacement project.
  3. Creates, performs, and tests local backup procedures for agency data on an annual basis to ensure data integrity.
  4. Develop standards for granting access to agency applications for systems and security levels. May serve as a liaison to the OIR security team.

Performing General Physical Activities:

  1. Lifting, bending, standing, sitting, walking and talking for substantial periods of time.

Thinking Creatively:

  1. Share new technology and ideas with team and customers to provide better solutions for business process improvement.

Developing Objectives and Strategies:

  1. Utilizes knowledge gained in the business area to propose technical solutions to support the agency’s strategic goals.

Evaluating Information to Determine Compliance with Standards:

  1. Identifies any violations to the state’s policies and recommends appropriate actions to supervisor.

Competencies (KSA’s):

Competencies:
  1. Problem Solving
  2. Approachability
  3. Business Acumen
  4. Dealing with Ambiguity
  5. Functional/Technical Competency
  6. Learning on the Fly
  7. Technical Learning
  8. Customer Focus
  9. Time Management
  10. Written Communications

Knowledge:

  1. Knowledge of Business and Management Principles
  2. Knowledge of Office Automation
  3. Knowledge of Principles of Customer Relationship Management
  4. Knowledge of Application Design (Knowledge/Understanding, Structure, Process Flow, etc.)
  5. Knowledge of Instructional Design Methodologies
  6. Knowledge of Adult Learning Principles
  7. Knowledge of Methods for Curriculum and Training
  8. Knowledge of Common E-Learning Development Software
  9. Knowledge of Learning Management Systems and Standards
  10. Knowledge of Business Applications Security
  11. Knowledge of Business Application Processes
  12. Knowledge of Remote Assistance Software
  13. Knowledge of Hardware Components Integration
  14. Knowledge of Hardware and Software Installation
  15. Knowledge of Installing Software Images
  16. Knowledge of Networking Principles
  17. Knowledge of Relational Databases
  18. Knowledge of Application Reporting Tools
  19. Knowledge of Client-Based Application Installation
  20. Knowledge of Web-Based Application Installation
  21. Knowledge of PC Operating Systems
  22. Knowledge of Project Management Principles
  23. Knowledge of Audio/Visual Equipment Setup and Troubleshooting
  24. Knowledge of Web Cameras Setup and Troubleshooting
  25. Knowledge of Web Conferencing Packages
  26. Knowledge of Mathematics
  27. Knowledge of Statistics
  28. Knowledge of Telecommunications and Devices

Skills:

  1. Presentation Skills
  2. Training Skills
  3. Communication Skills
  4. Analytic and Diagnostic Hardware Skills
  5. Analytic and Diagnostic Client-Based Software Skills
  6. Analytic and Diagnostic Web-Based Software
  7. Escalate or Resolve Issues
  8. Analytical Thinking Skills
  9. Aptitude to Perform Application Administration and Support
  10. Proficient with Editing Multimedia Content
  11. Active Listening
  12. Critical Thinking
  13. Reading Comprehension
  14. Public Speaking
  15. Good Writing Skills
  16. Social Skills (Negotiation, Persuasion, Mediation, Social Perceptiveness)
  17. Determine Tools and Equipment needed to do a Job
  18. Basic Understanding of Programming
  19. Judgment and Decision Making Skills
  20. Systems Analysis Skills
  21. Time Management Skills

Abilities:

  1. Ability to Train Others
  2. Ability to Travel
  3. Ability to Deal with Frequent Changes
  4. Installing and Configuring Software
  5. Installing and Configuring Hardware
  6. Ability to lift up to 50 lbs.
  7. Ability to Comprehend, Retain, and Apply Newly Introduced Skills
  8. Reasoning (Deductive and Inductive)
  9. Ability to Perform Trend Analysis
  10. Fluency of Ideas
  11. Thinking Skills (Logical and Creative)
  12. Problem Sensitivity
  13. Ability to Focus
  14. Ability to Shift Back and Forth between two or More Activities
  15. Dynamic Flexibility (Bend, Stretch, Twist, etc.)
  16. Fulfill Physical Demands Related to Specified Tasks for Substantial Periods of Time

Tools and Equipment Used:

  1. Personal Computer
  2. Telephone
  3. Fax Machine
  4. Printer

 

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