|Class Title:||BUSINESS TECH SUPPORT-INT*|
|Bargaining Unit:||Use for all Job Titles|
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.)
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.
- Respond to the customer with the most accurate and complete information available to include escalating or reassigning issues or requests for service.
- Identify appropriate agency-specific technical solutions to resolve business needs.
- Provides Customer Support and technical issue resolution via hands-on, E-mail, phone, remote access tools, and other electronic medium.
- Tracks and maintains communication with the customer from the beginning to the end of any established issue, or concern.
- Supports mobile devices to identify and resolve issues related to agency applications.
Interacting With Computers:
- Configures and deploys devices with agency-specific images.
- Assist with software and hardware implementations for new and existing applications.
- Configures and deploys specialized printers.
- Sets up and troubleshoots video conferencing and Audio Video equipment.
- Edit media production.
Repairing and Maintaining Electronic Equipment:
- Repairs and maintains agency-specific electronic equipment.
- Assist with telecommunications support.
Communicating with Persons Outside the Organization:
- Communicate effectively with outside vendors while representing the state in a professional manner.
Performing Administrative Activities:
- Utilize a problem resolution system to track customer requests.
- Perform local backup procedures for agency data.
- Grants approved access to agency applications for system access and security levels. May serve as a liaison to the OIR security team.
- Identifies and analyzes equipment for inventory replacement and coordinates surplus efforts.
- 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.
- Reviews multiple logs (security, users, performance, etc.) and monitors systems activity to determine and help resolve issues.
Updating and Using Relevant Knowledge:
- Use various methods to perform research from a technical knowledge base and any other pertinent resources.
Communicating with Supervisors, Peers, or Subordinates:
- Maintain good working relationship with managers, peers, and the customer served.
- Communicate effectively by keeping supervisor informed of issues affecting performance.
- Communicate on a regular basis with coworkers/team to share knowledge.
- Communicate effectively in written form, by email, by phone or in person.
- Maintains knowledge base of issue resolution to be used by IT peers to help solve problems.
- Create resource, reference and instruction materials for technical and end-user training.
- Documents procedures associated with daily IT operations.
Evaluating Information to Determine Compliance with Standards:
- 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:
- Interpret technical documentation and solutions to customers.
Training and Teaching Others:
- Assist with customer training, either on-site or via remote conferencing on agency-specific applications using established guidelines.
- Assist with product demonstrations to potential customers.
Performing General Physical Activities:
- Lifts, bends, stands, sits, walks and talks for substantial periods of time.
- Problem Solving
- Business Acumen
- Dealing with Ambiguity
- Functional/Technical Competency
- Learning on the Fly
- Technical Learning
- Customer Focus
- Time Management
- Written Communications
- Knowledge of Business and Management Principles
- Basic Office Automation
- Familiar with Customer Relationship Management
- Familiar with Instructional Design Methodologies
- Familiar with Adult Learning Principles
- Elementary knowledge of Methods for Curriculum and Training
- Basic Common E-Learning Development Software
- Elementary Understanding of Learning Management Systems and Standards
- Elementary Knowledge of Business Applications Security Roles
- Elementary Knowledge of Business Application Processes
- Knowledge of Remote Assistance Software
- Basic Knowledge of Hardware Components
- Knowledge of Hardware and Software Installation
- Elementary Knowledge of Networking Principles
- Familiar with Application Reporting Tools
- Elementary Knowledge of Client-Based Application Installation
- Elementary Knowledge of Web-Based Application Installation
- Basic Knowledge of PC Operating Systems
- Basic Knowledge of Project Management Principles
- Basic Knowledge of Audio/Visual Equipment
- Basic Knowledge of Web Cameras
- Learn Web Conferencing Packages
- Knowledge of Mathematics
- Knowledge of Statistics
- Knowledge of Telecommunications and Devices
- Presentation Skills
- Training Skills
- Communication Skills
- Basic Analytic and Diagnostic Hardware Skills
- Basic Analytic and Diagnostic Client-Based Software Skills
- Basic Analytic and Diagnostic Web-Based Software
- Escalate or Resolve Issues
- Analytical Thinking Skills
- Aptitude to Perform Application Administration and Support
- Active Listening
- Critical Thinking
- Reading Comprehension
- Public Speaking
- Good Writing Skills
- Social Skills (Negotiation, Persuasion, Mediation, Social Perceptiveness)
- Determine Tools and Equipment needed to do a Job
- Basic Understanding of Programming
- Judgment and Decision Making Skills
- Time Management Skills
- Ability to Travel
- Ability to Deal with Frequent Changes
- Installing and Configuring Software
- Installing and Configuring Hardware
- Ability to lift up to 50 lbs.
- Ability to Comprehend, Retain, and Apply Newly Introduced Skills
- Reasoning (Deductive and Inductive)
- Fluency of Ideas
- Thinking Skills (Logical and Creative)
- Problem Sensitivity
- Ability to Focus
- Ability to Shift Back and Forth between two or More Activities
- Dynamic Flexibility (Bend, Stretch, Twist, etc.)
- Fulfill Physical Demands Related to Specified Tasks for Substantial Periods of Time
Tools and Equipment Used:
- Personal Computer