IT Support Technician

Data Processing User Support Technician IIThe authorized level of the position is Data Processing User Support Technician II. Applications are being accepted down to the Data Processing User Support Technician I in the event of recruiting difficulties.Salary Range:Data Processing User Support Technician I, SR-13: $3,900.00 per monthData Processing User Support Technician II, SR-15: $4,221.00 per monthExamples of DutiesProvides training and assistance to users on system equipment, procedures and computer application programs. Conducts hands-on training in proprietary departmental information systems applications (e.g. Financial Management System, Local School Accounting, Time & Attendance, eSIS, Form 7, Casual Payroll), including the installation and configuring of various applications, configuring network and VPN connections, proper procedures for bringing up and shutting down the equipment, keyboard operation, logging on and off the various systems, etc. Prepares training outlines/lesson plans, visual aids, exercises and informational material. Provides training updates whenever new releases are acquired or existing programs are upgraded.Troubleshoots both hardware and software computer problems including operating systems, internet, and problems with various applications, such as Microsoft Office, electronic mail, etc. Assists users when problems occur. Diagnose causes for interruptions in processing and takes corrective action, as necessary, as defined in operating instructions or based on previous experience. May consult manuals, vendors or higher-level data processing personnel for assistance. Determines if a service call should be placed or if the problem should be referred to higher-level data processing personnel. Documents problems and resolutions for future reference. Participates in the testing of new software releases, identifies problems and recommends solutions.Maintains contact with users to monitor effectiveness of the training and reinforce the training. Responds to questions from departmental users regarding the capabilities of various software applications and assists them in simplifying the creation and maintenance of proprietary departmental information systems applications by making suggestions as to the operations available within the different software applications to meet specific departmental needs.Assists users by creating models, worksheets, electronic forms, data files, etc., to support specific financial or budgetary and operational requirements of the department; performs rudimentary programming tasks, e.g. to generate ad hoc reports.Performs work-site installation and reinstallation of system hardware and software and other PC-supported applications.Schedules and coordinates training center activities (e.g. training classes, video conferences); orders supplies; maintains inventory and coordinates the maintenance and repair of training center equipment; maintains the various servers in the training center; and keeps track of training center expenditures.Minimum QualificationsBasic Education Requirement: Graduation from high school, with satisfactory completion of courses demonstrating knowledge of English grammar, spelling and punctuation. Experience which demonstrated knowledge of correct English grammar and usage; the ability to read, comprehend and apply written instructions; and a high degree of verbal skill may be substituted for the required education. This experience may have been met from part-time and/or unpaid work. There must, however, be evidence that participation was on a continuous basis but not necessarily on a full-time normal work basis.Experience Requirements:Data Processing User Supp Tech I - 1 year - 2 years - 3 yearsData Processing User Supp Tech II - 2 years* - 2 years - 4 years*For the II level, at least one year must have included experience in preparing outlines, visual aids and informational material for group presentations and demonstrated the ability to interact directly with people and speak to and provide technical instructions or information to groups of people.General Experience: Work experience which demonstrated the ability to read and understand complex written materials such as rules, procedures or policies; and to write simply and clearly.Specialized Experience: Work experience which demonstrated effective use of personal computers, peripheral equipment (e.g. printers, modems, disk drives, etc.), and a variety of applications (e.g. word processing, electronic mail, spreadsheet, data base management). Of the required two years of work experience, at least one year must have involved providing assistance and advice to users in resolving hardware and software problems, which included identifying the nature of a variety of problems (i.e. user error, printer error, system/network error) and resolving them based on previous experience, by consulting manuals, consulting with and/or referring problems to vendors or higher-level data processing personnel.Substitutions Allowed:A Bachelor's degree in education or a professional diploma in education from an accredited college or university which provided knowledge of and the ability to prepare outlines, visual aids and informational material for group presentation may be substituted for all of the General Experience.Successful completion of fifteen semester credits from an accredited college or university may be substituted for six months of General Experience, up to a maximum of one year of experience, but not for the experience which involved preparing training outlines/lesson plans, etc.A Bachelor's degree in Information and Computer Science from an accredited college or university may be substituted for all of the Specialized Experience.An Associate in Science Degree in data processing from an accredited college may be substituted for all of the Specialized Experience.A Certificate of Achievement (30 credits) in data processing from an accredited college may be substituted for one year of the Specialized Experience.A Certificate of Completion (12 credits) in Data Processing from an accredited college may be substituted for six months of the Specialized Experience but not for the experience which involved providing assistance and advice to users in resolving hardware and software problems.Quality of Experience: Possession of the required number of years of experience will not in itself be accepted as proof of qualification for a position. The applicant's overall experience must have been of such scope and level of responsibility as to conclusively demonstrate that the applicant has the ability to perform the duties of the position for which applicant is being considered.Lift and Carry Requirement: Applicants must possess the ability to lift/carry objects weighing up to 40 pounds unassisted.