Information Technology Consultant

Summary

Job Category:
Service and Support
Job Title:
Information Technology Consultant
Job Category Definition:
This specialty covers planning and delivery of customer support services including installation, troubleshooting, user assistance, and training. Functions may include diagnosing and resolving problems in response to customer reported incidents, planning and analysis of work processes, researching and reporting trends and patterns of problems, developing training materials and performing computing/information system training sessions, developing and maintaining problem tracking databases, installing, troubleshooting, and maintaining hardware and software, performing backup and recovery operations, consulting with users to identify needs and requirements, conducting feasibility studies and trade-off analyses, preparing business cases, and ensuring the rigorous application of information security/information assurance policies, principles, and practices.
Job Title Definition:
The Information Technology Consultant works with user groups to solve business problems with available technology including hardware, software, databases, and peripherals; services may include studying and analyzing systems needs; systems development; systems process analysis, design, and re-engineering; feasibility studies; developing requests for proposals; evaluating vendor products and making recommendations on selection; enterprise support may require knowledge of business management, systems engineering, operations research, and management engineering. Duties are performed at various levels within the defined title.
Working Conditions:
Specific physical requirements and effort are outlined in Job Responsibilities Worksheet (list of essential job duties and responsibilities specific to a particular job at the unit level) in accordance with the Americans with Disabilities Act of 1990 (ADA).
Other Requirements:
 

Levels

Level 1  

Level Details
Job Code Salary Band FLSA Status
ITSU0101 H Non-Exempt

Level 1 positions typically demonstrate baseline working knowledge of routine work applications; follow standard principles and systems and use appropriate terminology associated with a particular field of specialization; participate as a team member in a collaborative environment within a diverse workforce; actively contribute to completion of team goals and assigned tasks; clearly communicate information, ideas, or instructions verbally and in writing; follow recommended approach to assigned work to facilitate achievement of desired results; ensure safe practices and environmental consciousness are exhibited in decisions; typically work under direct and frequent supervision while performing routine duties using established procedures with detailed instructions.

Typical Education & Experience

0+ years related experience

Associate's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Provide consultative and technical assistance to user groups (students, faculty, and/or staff) in the use of computer hardware, software and systems
  • Assist unit(s) and user group(s) in analyzing needs and provide appropriate level of enterprise support
  • Determine the scope of work required for assigned projects
  • Coordinate the installation of hardware, software and systems for assigned projects
  • Act as liaison between unit(s) or user group(s) and systems engineers and/or network designers
  • Identify and refer unresolved hardware, software and systems problems for resolution
  • Act as liaison between user group(s) and vendor(s)
  • Coordinate resources to recommend and/or provide solutions
  • Provide the interface between programmers and the public
  • Provide guidance and solutions to user groups regarding webmail, remote backups, fee programming, etc.
  • Install applications, system software, hardware and local peripherals; diagnose and troubleshoot various equipment problems

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 2  

Level Details
Job Code Salary Band FLSA Status
ITSU0102 I Non-Exempt

Level 2 positions typically demonstrate intermediate knowledge of the concepts, practices and procedures of a particular field of specialization; perform intermediate tasks in defined skill areas/applications by continuously building on current job knowledge; maintain effective relationships with peers, vendors, and others in a diverse environment; support team decisions and follow through with team responsibilities; interpret information, ideas and instructions and communicate clearly and accurately both verbally and in writing including materials intended for distribution; determine causes of unusual occurrences and apply standard principles and practices to determine and implement solutions; ensure safe practices and environmental consciousness are exhibited in decisions; typically work under general supervision, while performing assignments that are varied and that may be somewhat difficult in character, but usually involve limited responsibility.

Typical Education & Experience

2+ years related experience

Associate's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Research solutions using knowledge bases, white papers and vendor documentation
  • Serve as liaison between technical staff and user group to resolve customer/user problems and concerns
  • May provide technical guidance to other staff
  • Evaluate and assist in the selection of new technologies; test potential new products and services as part of the evaluation process
  • Assist in the selection of consultants, vendors and contractors
  • Assist in the negotiations with vendors regarding hardware and software products, maintenance contracts and network services
  • Prepare documentation and drawings of systems and network configurations
  • Troubleshoot day-to-day operations
  • Facilitate user groups in obtaining access to systems
  • Establish and troubleshoot connectivity between local systems and University systems
  • Implement the security policies and protocols of the University
  • May participate in and provide information for the strategic planning process at the unit or user group level

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 3  

Level Details
Job Code Salary Band FLSA Status
ITSU0103 J Exempt

Level 3 positions typically demonstrate proficient and comprehensive knowledge of defined skill areas/applications to integrate fundamental elements from other specialties into work assignments; apply knowledge of principles, practices, and procedures of a particular field of specialization to complete difficult assignments; promote a culture that is conducive to effective relationships among diverse team members; ensure safe practices and environmental consciousness are exhibited in decisions; may lead a project team involved in completion of difficult assignments, requiring proficient knowledge of field of specialization; interpret and communicate information, ideas and instructions clearly, accurately and persuasively both verbally and in writing including materials intended for distribution; incorporate new facts and ideas into group processes and apply creative thinking to develop new solutions; typically work with minimal supervision on difficult assignments, conferring with manager on unusual matters.

Typical Education & Experience

4+ years related experience

Bachelor's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Coordinate projects involving personnel from various University units and outside vendors
  • Provide guidance for current and proposed investments in systems and network facilities and/or services from the development of software through financial implementation review
  • Conduct feasibility studies for projects, develop requests for proposals, evaluate vendor products, negotiate with vendors and make recommendations on selection
  • Research present and future technologies
  • Participate in the development of effective processes and procedures
  • Provide technical guidance to subordinates or user groups
  • Research and recommend information security/information assurance policies, principles and practices
  • Provide input in determining technology needs of the unit(s) or user group(s)
  • Consult with users at the unit or user group level and offer solutions
  • May participate in and provide information for the strategic planning process at the unit or user group level
  • Assist in the preparation and evaluation of requests for proposals relating to enterprise equipment and services

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 4  

Level Details
Job Code Salary Band FLSA Status
ITSU0104 L Exempt

Level 4 positions typically demonstrate advanced knowledge of principles, practices, and procedures of a particular field of specialization and complete complex assignments; integrate complex elements from other specialties into work assignments; demonstrate a strong commitment to inclusionary practices which support diversity throughout the University; establish a shared vision and take responsibility for the achievement of team goals, and provide direction for appropriate implementation of plans; present ideas, concepts and instructions in a clear manner, and use persuasion and negotiation to build consensus and cooperation; ensure safe practices and environmental consciousness are exhibited in decisions; develop new techniques, concepts, theories, programs or solutions and apply them to complex strategic operating issues; typically work independently on complex work assignments, review progress and evaluate results and update management as appropriate; may direct and delegate work to lower-level staff.

Typical Education & Experience

8+ years related experience

Bachelor's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Serve as primary contact for the University in assigned areas of expertise
  • Evaluate, engineer, design and implement new technologies as required; test potential new products and services as part of the evaluation process
  • Design and test networks, products and services; ensure interconnection of the hardware and related operating systems
  • Develop effective policies and procedures
  • Develop information security/assurance policies, principles, and practices
  • Participate in the strategic planning process and provide input into strategic decisions for unit(s) or user group(s)
  • Research emerging technologies
  • Negotiate with vendors at a multi-unit level
  • Coordinate large-scale projects involving personnel from various University units and outside vendors
  • May be responsible for various administrative and budget tasks

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 5  

Level Details
Job Code Salary Band FLSA Status
ITSU0105 M Exempt

Level 5 positions typically extend mastery of job knowledge to the principles, theories and practices of related specialties; expand knowledge of best practices and incorporate into all work assignments and procedures; evaluate and enhance current practices and efforts to ensure optimal support of diversity; oversee leadership of teams and projects that involve extensive cooperation and coordination between multiple departments across the University or with external customers; prepare written and/or verbal presentations or proposals on highly complex issues and deliver to a broad variety of audiences; identify and implement innovative solutions to important, highly complex strategic and/or operational issues which may involve unusual circumstances and incomplete or conflicting data; ensure safe practices and environmental consciousness are exhibited in decisions; work independently on highly complex or strategic assignments; may direct and supervise lower-level staff.

Typical Education & Experience

12+ years related experience

Bachelor's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Develop project plans for the implementation of new enterprise technology and systems
  • Direct the technical analysis of complex software, hardware and systems
  • Plan, develop and coordinate customer service delivery systems and computer support and problem solving services
  • Analyze issues and provide feedback to the unit executive(s)
  • Participate in the strategic planning process and provide input into strategic decisions for the unit(s) or user group(s)
  • Provide expert consultation to multiple departments, units or colleges
  • Develop information security/assurance policies, principles, and practices for multiple units
  • May be responsible for various administrative and budget tasks

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.