Jobs

BUSINESS TECH SUPPORT-INT*

209
Class Title: BUSINESS TECH SUPPORT-INT*
Bargaining Unit: Use for all Job Titles
Class Code: 075608
Education and Experience: Graduation from an accredited college or university with a bachelor’s degree and one 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) 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) 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.)

OR
One year of experience as an Information Systems Associate* with the State of Tennessee.

Other Requirements:

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

Job Overview:

Summary: Under general supervision, is 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 employee in this class works under supervision of a higher level Business Technical Support position and other technical staff to learn technical and business functions of a program area. This class is flexibly staffed from the Information Systems Associate* and differs in that the incumbent of the latter is able to effectively interact with both business users and technical team members. This class differs from Business Technical Support-Advanced because the latter is responsible for implementing IT-related business solutions using in-depth technical expertise.

*An applicant appointed to this flexibly staffed class will be reclassified to the next higher class in the series after successful completion of a mandatory one year training period; inadequate or marginal performance during the training period will result in automatic demotion or termination.

Work Activities:

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. Identify appropriate agency-specific technical solutions to resolve business needs.
  3. Provides Customer Support and technical issue resolution via hands-on, E-mail, phone, remote access tools, and other electronic medium.
  4. Tracks and maintains communication with the customer from the beginning to the end of any established issue, or concern.
  5. Supports mobile devices to identify and resolve issues related to agency applications.

Interacting With Computers:

  1. Configures and deploys devices with agency-specific images.
  2. Assist with software and hardware implementations for new and existing applications.
  3. Configures and deploys specialized printers.
  4. Sets up and troubleshoots video conferencing and Audio Video equipment.
  5. Edit media production.

Repairing and Maintaining Electronic Equipment:

  1. Repairs and maintains agency-specific electronic equipment.
  2. Assist with telecommunications support.

Communicating with Persons Outside the Organization:

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

Performing Administrative Activities:

  1. Utilize a problem resolution system to track customer requests.
  2. Perform local backup procedures for agency data.
  3. Grants approved access to agency applications for system access and security levels. May serve as a liaison to the OIR security team.
  4. Identifies and analyzes equipment for inventory replacement and coordinates surplus efforts.

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.

Updating and Using Relevant Knowledge:

  1. Use various methods to perform research from a technical knowledge base and any other pertinent resources.

Communicating with Supervisors, Peers, or Subordinates:

  1. Maintain good working relationship with managers, peers, and the customer served.
  2. Communicate effectively by keeping supervisor informed of issues affecting performance.
  3. Communicate on a regular basis with coworkers/team to share knowledge.
  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. Documents procedures associated with daily IT operations.

Evaluating Information to Determine Compliance with Standards:

  1. Becomes familiar and identify any violations to the state’s acceptable-use policy and recommends appropriate actions to supervisor.

Interpreting the Meaning of Information for Others:

  1. Interpret technical documentation and solutions to customers.

Training and Teaching Others:

  1. Assist with customer training, either on-site or via remote conferencing on agency-specific applications using established guidelines.
  2. Assist with product demonstrations to potential customers.

Performing General Physical Activities:

  1. Lifts, bends, stands, sits, walks and talks for substantial periods of time.

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. Basic Office Automation
  3. Familiar with Customer Relationship Management
  4. Familiar with Instructional Design Methodologies
  5. Familiar with Adult Learning Principles
  6. Elementary knowledge of Methods for Curriculum and Training
  7. Basic Common E-Learning Development Software
  8. Elementary Understanding of Learning Management Systems and Standards
  9. Elementary Knowledge of Business Applications Security Roles
  10. Elementary Knowledge of Business Application Processes
  11. Knowledge of Remote Assistance Software
  12. Basic Knowledge of Hardware Components
  13. Knowledge of Hardware and Software Installation
  14. Elementary Knowledge of Networking Principles
  15. Familiar with Application Reporting Tools
  16. Elementary Knowledge of Client-Based Application Installation
  17. Elementary Knowledge of Web-Based Application Installation
  18. Basic Knowledge of PC Operating Systems
  19. Basic Knowledge of Project Management Principles
  20. Basic Knowledge of Audio/Visual Equipment
  21. Basic Knowledge of Web Cameras
  22. Learn Web Conferencing Packages
  23. Knowledge of Mathematics
  24. Knowledge of Statistics
  25. Knowledge of Telecommunications and Devices

Skills:

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

Abilities:

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

Tools and Equipment Used:

  1. Personal Computer
  2. Telephone
  3. Printer

 

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