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BUSINESS TECH SUPPORT-LEAD

Class Title: BUSINESS TECH SUPPORT-LEAD
Bargaining Unit: Use for all Job Titles
Class Code: 075611
Education and Experience: Graduation from an accredited college or university with a bachelor’s degree and three years 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 general direction, works independently or leads a team of Business Technical Support 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, and leads or supervises a team to implement software and hardware configurations for new and existing agency needs. This class differs from that of Business Tech Support-Adv in that an incumbent of the latter performs at the working level and performs work independently and within a team environment.

Work Activities:

Updating and Using Relevant Knowledge:
  1. Leads a team utilizing various methods to perform research and implement industry standards for “best practices” to enhance current skillsets and successfully perform the duties and responsibilities of this role.
  2. Assesses own strengths and weaknesses, pursues training and development opportunities, strives to continually build knowledge and skills and shares expertise with others.

Interacting With Computers:

  1. Leads a team to implement software and hardware configurations for new and existing agency applications.
  2. Leads in the deployment of agency-specific images for devices and non-standard (specialized) printers.
  3. Ensures video conferencing and audiovisual devices are working properly to accommodate customer needs.
  4. Creates and edits media production.

Interpreting the Meaning of Information for Others:

  1. Translates and communicates technical terms into non-technical language for customers.

Training and Teaching Others:

  1. Conducts customer training, either on-site or via remote conferencing on agency-specific applications using established guidelines.
  2. Instructs technical team members on the proper training on agency-specific applications.
  3. Works with management to identify and provide the development, delivery, and/or coordination of training courses and materials that address specific agency needs.

Provide Consultation and Advice to Others:

  1. Evaluates business processes to provide technical solutions to improve daily operations.
  2. Shares and implements new technology and ideas with team customers to provide better solutions for business process improvement.

Performing Administrative Activities:

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

Thinking Creatively:

  1. Shares and implements 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 implement technical solutions in support of the agency’s strategic goals.

Judging the Qualities of Things, Services, or People:

  1. Provides multiple options indicating the best possible technical solution to accommodate agency-specific business needs.
  2. Provides performance feedback to management identifying strengths, weaknesses, improvement recommendations, training, and goal-setting.

Organizing, Planning, and Prioritizing Work:

  1. Coordinates and works with multiple teams to prioritize, plan, establish goals, and implement projects to meet agency-specific needs.

Resolving Conflicts and Negotiating with Others:

  1. Mediates or resolves a wide variety of issues, such as complaints, employee disputes, or negotiations that impact the business.

Getting Information:

  1. Communicates 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. Analyzes documents, monitors systems, and takes action to resolve issues.
  3. Leads team to ensure analytical and technical experience in IT applications support and gain business knowledge in one or more areas of the organization.
  4. Evaluates completed work requests to ensure customer satisfaction, proper resolution, and gathering metrics to determine issue trends for quality improvement.

Making Decisions and Solving Problems:

  1. Responds to the customer with the most accurate and complete information available to include escalating or reassigning issues or requests for service.
  2. Identifies and implements appropriate technical solutions to resolve agency-specific business needs.
  3. Collaborates with team members within the agency, other departments, and outside resources regarding mobile devices.
  4. Provides customer support or leads a team to provide 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.
  6. Provides comprehensive technical support services across all technologies for the agency.

Repairing and Maintaining Electronic Equipment:

  1. Leads subordinates on repair and maintenance of specialized equipment.
  2. Coordinates and resolves all telecommunications requests.
  3. Evaluates multiple hardware instances for the need to enhance/upgrade components for non-standard equipment and software, including memory, hard drive, etc.

Documenting/Recording Information:

  1. Organizes and manages a knowledge base of issue resolutions to be used by the IT team.
  2. Creates resource, reference and instruction materials for technical and customer training.
  3. Defines, creates, and obtains approval to implement IT policies and procedures.

Communicating with Persons Outside Organization:

  1. Communicates effectively with other departments and external entities while representing the state in a professional manner.

Evaluating Information to Determine Compliance with Standards:

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

Communicating with Supervisors, Peers, or Subordinates:

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

Estimating the Quantifiable Characteristics of Products, Events, or Information:

  1. Estimates time, costs, and employee resources for assigned projects.

Performing General Physical Activities:

  1. Lifts, standing, 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 Competencies
  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. Advanced office automation
  3. Proficient knowledge and usage of “Principles of Customer Relationship management”
  4. Application Design (knowledge/understanding, structure, process flow, etc.)
  5. Knowledge of developing Instructional design methodologies
  6. Expert knowledge of Adult Learning Principles
  7. Expert knowledge of methods for curriculum and training
  8. Expert knowledge of Common e-learning development software
  9. Expert knowledge of Learning Management Systems and Standards
  10. Knowledge of business applications security architecture
  11. Expert 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. Advanced knowledge of creating 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 client-based application connectivity and configuration
  21. Knowledge of web-based application connectivity and configuration
  22. Knowledge of web-based application installation
  23. Expert knowledge of operating systems
  24. Knowledge of PC operating systems compatibility with business applications
  25. Knowledge of project management planning and execution
  26. Knowledge of audio/visual equipment setup and troubleshooting
  27. Knowledge of web cameras setup and troubleshooting
  28. Knowledge of web conferencing packages
  29. Knowledge of Mathematics
  30. Knowledge of Statistics
  31. Knowledge of Telecommunications and devices
  32. Knowledge of Quality Improvement

Skills:

  1. Presentation Skills
  2. Training skills
  3. Communication Skills
  4. Advanced analytic and diagnostic hardware skills
  5. Advanced analytic and diagnostic client-based software skills
  6. Advanced 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. Resource Management 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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