Information Technology Support Associate

Function of Job

These positions provide fundamental support for application software, operating systems, and equipment configurations. This includes implementing and maintaining software components, assisting in developing and assessing hardware and software components, recommending optimum equipment and software configurations, and providing assistance to the general campus population. These positions focus on the basic support function related to client and end-user software, telephone/voice communications systems, and final end-user interface with other, more complex networking or server components. Duties may also include supervision or acting as a team leader/coordinator.

The duties described within this class specification require constant vigilance and implementation of appropriate cybersecurity knowledge and policies. This may include network security, password protections, and allowing appropriate access to IT systems containing sensitive student data, employee information, medical information, or other data security restrictions dictated by research projects and outcomes.

They also serve customers by installing software, answering questions, troubleshooting, and resolving technical-related problems in person or remotely.

* The specific area of information technology assigned will be used to classify these positions. Such services include Communication Services, Data Management, Help Desk Assistance, Network Services, etc. An additional working title may also be used in conjunction with the classification (i.e., Microcomputer Support Specialist, Information Technology Help Desk Specialist, Communications Service Specialist, Computer Systems and Operations Specialist, etc.).

A(n) Information Technology Support Associate typically -

1. End-user Support

   Technical specialists in the installation, maintenance, and operational support of personal computers and their applications. Research, evaluate, and select personal computers, hardware, software, and related accessories. Support client software and/or network-independent software on end-user systems.
   
   Installs, repairs, and maintains computer system hardware pertaining to personal computers and/or end-user devices. Perform standard maintenance tests and checks on the computer.
   
   Resolves 'trouble tickets' representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity. Helps design and implement networks.
   
   Assists with appropriate backup and recovery processes for crucial data.
   
   Assists colleagues, including remote employees, with IT support and/or the resolution of technical difficulties.

2. Help Desk Support

   Provides support to users of technology services provided by campuses, departments, or other organizational units in computers, local and campus-area networks, voice systems, and the applications associated with those systems. Provide general user services such as preparing and processing trouble reports, general user training, and consulting. Services are typically performed at a central location apart from the users. Assists in conducting training for end users, students, and staff.

3. Cybersecurity

   Assists with triage alerts to identify malicious activities on the network, provides (fundamental) cyber analysis on potential events, and performs tests/benchmarks of new computers, software, switch hardware, and routers before implementation to ensure security posture is achieved.

4. Communication Network Support

   Provides customer-related services and communications system support in the communications unit, managing its own communications system(s). Meet the needs of campus voice and data network subscribers and optimize the use of the campus communications systems.
   
   Provides general user support services (such as preparing and processing service orders, trouble reporting, billing, user training and consulting, and coordinating campus communications projects).

5. Computer Operation Support

   Provides support services on computer operations and the associated equipment, including legacy hardware and software platforms. Monitor and record specific computer components and materials filed and produced electronically.

6. Computer Systems Support

   Monitors, controls, assess, and help maintain the operations of a computer with a network of terminals, workstations, or other secondary computers connected to it and whose processing unit consists of a mini, large computer, or clustered computers. Assists in computer operations that process the users’ jobs at periodic intervals or on special requests referred to as “batch” processing and use various storage media for entering data into and getting information from the computer than terminals alone. Start up, monitor, control, and bring down the operation of the computer system using the computer or administrator console, the consoles of equipment at remote sites, and other control/monitor units. Investigate and solve commonly occurring computer operations problems to maintain continuous service to terminal users, calling in and assisting higher-level technical support personnel, supervisors, or vendors to deal with more severe problems.

7. Customer Education

   Develops and delivers training in application and computer hardware, networking, operating systems, the general use of technology, and related program applications. Involves needs assessment and course design for instructor-led and web-based job aids and tutorials. Develop tools for the assessment of training effectiveness.

8. Policy/Procedure Development

   Prepares documentation to support area IT functions and provide user support. Maintains and supports assigned systems with documented testing. Develop procedures and evaluate the performance of systems. Business systems and workflow process and procedure development are also included in this specification.
   
   Assures that customers, staff, students, etc., are provided with appropriate IT use and security policies upon the allocation of institution/department IT equipment such as computers, laptops, tablets, and mobile phones, etc., Protects data confidentiality, integrity, and availability by implementing appropriate information security knowledge, organizational policies, and applicable regulations.

9. Supervision

   Supervises other staff or acts as team leader on designated projects. Monitors the progress and direction of assigned tasks and makes corrections as needed. Determines training needs and provides training opportunities for staff.

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. High school diploma or equivalent.
2. Any one or any combination totaling one (1) year (12 months) from the following categories:
   1. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   2. Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
3. Based on position requirements, additional education, training, and/or work experience in the area of specialization inherent to the position may be required.

1. Knowledge of the systems and operations used within the areas and departments of responsibility.
2. Excellent verbal and written communication skills.
3. Ability to oversee and coordinate activities of user groups.
4. Ability to effectively communicate and professionally interact with all staff levels and customer groups.
5. Ability to identify and resolve technical problems.
6. Ability to demonstrate fundamental knowledge of effective troubleshooting methodologies.