Information Technology Support Specialist

Summary

Job Category:
Service and Support
Job Title:
Information Technology Support Specialist
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 Specialist performs analytical, technical, and administrative work in the planning, design, and installation of new and existing personal computer systems, workstations, or servers; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with computer systems and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products. 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
ITSU0401 E 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

High School Diploma or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Provide technical assistance to students, faculty, and staff in the use of computer hardware and software
  • Respond to requests answering user questions, receiving, documenting, and maintaining a record of reported trouble in a problem-tracking database; follow-up as necessary
  • Configure applications, system software, hardware, and local peripherals; diagnose and resolve various equipment problems
  • Identify and refer unresolved hardware and software problems for resolution
  • Contribute to technical documentation and FAQs in appropriate areas
  • Monitor antivirus software and updates
  • Maintain an adequate spare parts inventory of systems, subsystems, and component parts needed by users
  • May review and evaluate new computer hardware and software products; recommend the implementation of new products
  • May track IP numbers and data-jack numbers
  • Provide technical back up for network and systems

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
ITSU0402 F 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
  • May manage departmental desktops
  • May assist users with software issues for a predefined set of software
  • May assist in the planning of work unit Information Technology architecture
  • May provide technical guidance to assigned customer base
  • Diagnose and resolve day to day operations issues
  • Establish and resolve connectivity between local systems and University systems
  • Facilitate users in obtaining access to systems
  • Implement security policies and protocols of the department, college, and University
  • Assist with assigned user account administration and file rights management
  • Implement backup and recovery policies procedures
  • Research solutions using knowledge bases, white papers, and vendor documentation; serve as liaison between technical staff and end users to resolve customer/user problems and concerns
  • May develop and provide user training for basic hardware and software use
  • May have purchasing or budgetary responsibilities within a defined budget
  • May administer servers and/or networking equipment
  • Interface with vendors at a work unit level
  • May consult with users at the work unit or departmental level
  • Assist in and provide information for the strategic planning process at the work unit or departmental 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
ITSU0403 H 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
  • May manage departmental desktops
  • May perform the planning of work unit Information Technology architecture
  • May administer servers and/or networking equipment
  • Provide input in determining technology needs of the unit
  • May assist users with software issues for a predefined set of software
  • Consult with users at the work unit or departmental level on complex problems/issues and offer appropriate solutions
  • May coordinate or lead projects of moderate technical complexity
  • May develop and provide basic or intermediate user training
  • Participate in the development of effective processes and procedures
  • Research and recommend information security/information assurance policies, principles, and practices
  • Negotiate with vendors at a work unit or departmental level
  • May have purchasing or budgetary responsibilities within a defined budget
  • May participate in and provide information for the strategic planning process at the departmental or college level
  • Provide technical guidance to subordinates or users

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
ITSU0404 I 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
  • Coordinate large-scale projects
  • Develop effective policies and procedures
  • May be responsible for various administrative and budget tasks
  • Research emerging technologies
  • Develop information security/assurance policies, principles, and practices
  • Negotiate with vendors at a multi-unit level
  • Participate in the strategic planning process and provide input into strategic decisions for the department, unit, or college

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
ITSU0405 J 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
  • Analyze issues and provide feedback to the college or administrative unit executive
  • Provide expert consultation to multiple departments, units, or colleges
  • Plan, develop, and coordinate computer support and problem-solving services and/or customer service delivery systems
  • Develop information security and/or assurance policies, principles, and practices for multiple units
  • May be responsible for various administrative and budget tasks
  • Participate in the strategic planning process and provide input into strategic decisions for the college

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.