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You are here: The Job Explorer > Job Description > Technology Support Analyst Coordinator

Technology Support Analyst Coordinator Duties and Responsibilities

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Purpose of Classification:

Provides support to users of information technology tools. Usually as a team leader, researches, analyzes, plans, and implements technology infrastructure, provides expert consulting, instruction, and troubleshooting, maintains active communications with users and with other involved in providing technology tools and services, and mentors other technology support staff.

Distinguishing Characteristics:

This is the sixth in a series of six classifications. Incumbents at this level are typically experts and planning and support leaders for an entire subject area or for a large group of users, and spend considerable time in leading and coordinating major projects.

Examples of Duties:

  • Maintains a high degree of technical knowledge and expertise in a technology subject area; leads support for the area, including infrastructure development and improvement, publicity, training, expert troubleshooting and advice, vendor interface, and advocacy.
     
  • Usually as a team leader, identifies needs and researches, analyzes, plans for and implements technology products and associated use and support procedures.
     
  • Acts as a technology liaison for one or more groups of customers: understands the groupís interests and technology needs, advocates for them inside and outside of the university, maintains regular communications with them on technology topics, helps with technology planning, and facilitates solutions to problems.
     
  • Mentors other technical support staff on systems analysis, troubleshooting, and customer support techniques.
     
  • Develops and delivers instructional short courses on the use of technology products, and provides personalized instruction one-on-one to meet specialized needs.
     
  • Configures and installs server and network hardware and software.
     
  • Uses applications software such as database management systems, Web page development tools, desktop publishing tools, programming languages, and presentation tools to develop custom products to meet user needs.
     
  • Collaborates and teams with others on a variety of technology and technology support projects.

Knowledge, Skills and Abilities:

  • Considerable knowledge of a technology subject area sufficient to provide expert planning, trouble-shooting and advice.
     
  • Knowledge of a variety of relevant technology tools sufficient to assess their relevancy and cost-effectiveness for a particular need and to combine them effectively.
     
  • Knowledge of process improvement methods and approaches.
     
  • Skill in developing and delivering instruction.
     
  • Skill in identifying and resolving problems with computer hardware and software.
     
  • 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 technical support staff.
     
  • Ability to work effectively in teams.

Minimum Qualifications:

Bachelorís degree in technology or related field AND six years' experience providing information technology services; OR, Ten 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 Principal Job Description

 

 


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