Job Description

CLOVIS UNIFIED
SCHOOL DISTRICT

Position: Technical Support Specialist I
Reports To: Coordinator or Manager
Salary Schedule: Appropriate placement on Classified Salary Schedule

SUMMARY

Provides help desk and technical support to workstations and personal computers. Participates in installation and configuration of personal computer hardware and software on. Receives and reviews help requests and provides technical support over the phone or in person to personal computer users on common microcomputer and hardware and software problems.  Receives and sets up new and refurbished computers.

DISTINGUISHING CAREER FEATURES

The Technical Support Specialist I is the first in a three-level career path for generalist technical support to personal computer workstations. At level I, incumbents are expected to respond to inquiries and assist personal computer users with routine instruction and troubleshooting of common software and I/O problems.  At level II, the position is capable of troubleshooting a variety of computer workstation and computer-to-network problems, basic network operations and diagnosis, computer security, formal training in common software, hardware diagnostics, or basic telecommunications setup and configuration.  At level III, the job expands into multiple areas and departmental applications.  For example, network specialists will use system tools for diagnostics and perform complex installations.  Software experts will install, train, and perform diagnosis on more advanced software.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receives calls and personal inquiries regarding questions and problems associated with usage of basic personal computer software, input and output of documents, data transmission, telecommunications, and I/O to and from computer hardware. Handles calls efficiently and on a timely basis.
• In one-to-one situations either in person or by telephone or other media, instructs users to resolve problems on the use of common business and educational software such as learning tools, word processing, spreadsheet, databases, and graphics. 
• Instructs users on how to resolve common hardware problems, including those relating to transmission of printed and electronic documents.
• Prepares documentation on technical support and help desk activity, summarizing the problem, solutions, and time lines, using established formats. Compiles lists of questions and solutions to common computer and software related problems, indexed in such a way that it facilitates consistent response by others.
• Sets up and images new computers and peripheral equipment.  Delivers computer hardware to offices, classrooms, and labs. Assists computer users with file transfer and configuration of new and refreshed computers.
• Develops and maintains up-to-date documentation supporting assigned and related areas of responsibility.
• Performs other duties as assigned that support the overall objective of the position. 

QUALIFICATIONS

Knowledge and Skills:  Requires basic technical knowledge of personal computer operations related to common office productivity software and hardware. The position requires basic knowledge of the electronic and electrical components found in personal computers, including the terminology.  Requires basic knowledge of the steps, techniques, and complexities associated with setting up and configuring new computers, connecting to networks, the relationship and use of input and output components. Requires sufficient writing skills to convey technical concepts in easy-to-learn formats.  Requires sufficient human relation skills to conduct one-on-one instruction and technical assistance over the phone and in person on the use and application of common software.

Abilities:  Requires the ability to perform all of the relevant duties of the position with general supervision. Requires the ability to demonstrate the ability to prioritize and complete work assignments to meet schedules and deadlines.  Must be able to operate a variety of computer terminals, printers, and peripheral equipment.  Requires the ability to understand and analyze common technical problems and to develop and apply appropriate solutions.  Requires the ability to read, understand and apply information from technical manuals.  Requires the ability to document steps for troubleshooting and solving workstation (personal computer and software) problems and solutions in a readable format.

Physical Abilities:  Requires ambulatory ability to move to various office and classroom-type locations and to reach to grasp personal computer equipment.  Requires sufficient hand eye coordination and dexterity to make small component connections.  Requires sufficient visual acuity to read technical documents and view computer screens.  Requires sufficient auditory ability to carry on routine conversations.   Requires the ability to lift (less than 40 pounds), push, and pull objects of medium weight (less than 75 lbs.) on an occasional basis.

Education and Experience:  The position typically requires an Associates degree with course work in computer hardware and software components, operating systems, and data communications software, plus one year of experience in a computer hardware/software user support environment.   Experience may take place concurrent with education.

Licenses and Certificates:  May require a valid driver’s license.

Working Conditions:  Work is performed indoors where some, yet minimal safety considerations exist from physical labor and handling of medium weight, yet, awkward materials.