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Technology Support Analyst Duties and Responsibilities

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Purpose of Classification:

Provides support to users of information technology tools. Work typically involves a combination of troubleshooting, recommending products for purchase, acting as a service support leader, delivering instruction, using software applications to meet specialized needs, and communicating with customers, other technology specialists and vendors about services.

Distinguishing Characteristics:

This is the third in a series of six classifications. Incumbents typically spend much more time on non-routine tasks and troubleshooting than those at the second level, and often act as support leader on one or two services. Incumbents at the fourth level typically have in-depth expertise on one or two software products or have expertise on several products, and they spend considerable time on independent analysis and design of solutions to unique problems or situations.

Examples of Duties:

  • Identifies causes of problems when hardware and software are not operating properly and takes appropriate action; repairs or resolves a wide variety of problems and confers with or escalates problems to vendors, contractors, or others in the university to assure that resolution is reached.
     
  • Advises customers on standard tools and combinations of tools that are available or can be purchased to meet specific needs.
     
  • Leads project to develop and improve routine procedures, and document the results.
     
  • Mentors, trains, schedules, and leads staff responsible for delivering various routine services, usually Technology Support Analysts at lower levels or student workers.
     
  • Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
     
  • Develops and delivers instructional short courses on the use of supported technology products, and provides personalized instruction one-on-one to meet specialized needs.
     
  • Uses applications software such as database management systems, Web page development tools, desktop publishing tools, and presentation tools to develop custom products to meet user needs.
     
  • Installs and upgrades computer hardware and software; tests newly set up equipment to assure that it works in coordination with other associated products.
     
  • Collaborates and teams with others on a variety of technology and technology support projects.

Knowledge, Skills and Abilities:

  • Knowledge of relevant technology tools sufficient to answer customer questions about use, to recommend configurations to meet specific needs, and to solve a wide variety of troubleshooting problems.
     
  • Knowledge of process improvement methods and approaches.
     
  • Skill in developing and delivering instruction.
     
  • Skill in identifying and resolving problems with computer hardware and software and/or with media equipment.
     
  • Skill in using applications software to develop custom products.
     
  • Considerable skill in communicating with and serving customers in a positive and professional manner.
     
  • Ability to mentor and lead technology staff who is providing routine customer support services.
     
  • Ability to work effectively in teams.

Minimum Qualifications:

Bachelorís degree in technology or related field; OR, Four years experience providing information technology services; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment may substitute for up to six months of experience.

 

Next: Technology Support Analyst Assistant Job Description

 

 


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