IT SPECIALIST (CUSTOMER SUPPORT) (Title 5)
GS-09:
This position is located in an information management organization. The purpose of this position is to identify and support command, control, communications and computer (C4) organizational and individual training requirements throughout the state. The incumbent is responsible for providing a quality C4 training program that covers the needs of the C4 users located throughout the state. Develops policies and procedures at the state level for identifying organizational and individual training needs, training opportunities and sources of needed information systems training for positions in technical, professional, administrative, managerial and skilled craft occupations. Plans and develops organizational training programs. Ensures that local course and training opportunities are publicized. Identifies, recommends, conducts and contracts sources of training as required. Serves as the focal point for technical inquiries about available training. Writes and publishes clarification guidance on eligibility requirements for specific training courses. Interprets training regulations, manuals, policies, procedures and ensures compliance with command directives. Evaluates informal feedback from clients. Arranges for training facilities for all information systems courses. Works collaboratively within the organization to achieve the C4 program goals for the state. Maintains current knowledge of state-of-the-art instructional technology and the learning process, utilizing a clear and balanced vision of how technology can be used in support of teaching and learning. Researches and analyzes the issues related to online learning environments. Conducts one-on-one as well as formal C4 training courses. Provides technical assistance to functional users for planning, installation, and start-up of computer systems and application programs. Tests and evaluates vendor hardware and software for applicable users to ensure conformance with the information management standards. Analyzes customer requirements and determines the most appropriate automation resource to utilize, including software and hardware. Confers with customers to obtain supplementary information to develop or maintain application programs. Provides troubleshooting assistance to customers by phone or on-site. May also assist in the installation of computer systems. Performs other duties as assigned. GS-11:
This position is located in an information management organization. The purpose of this position is to serve as the primary interface between the incumbent's assigned organization and all information systems customers associated with the C4 mission. Responsible for management of the organization's customer support help desk and maintenance of the workload accounting database using help desk software. Serves as a technical expert on all supported automated systems utilized throughout the state. Provides solutions to customer requests for assistance in resolving hardware and software problems. Systems used include personal computers, mini computers and mainframes. Develops and maintains the customer service database for all service requests. Receives, analyzes, and assigns control numbers to all incoming customer requests. Determines if equipment is covered by warranty or maintenance contract and processes accordingly. Uses a process for quickly assessing and determining the actual problems and either solves or assigns unresolved requests to appropriate specific functional area. Follows up with the functional areas to ensure problems are resolved and requests are completed. Ensures continual contact and update of status with the user. Performs intensive collection and analysis of data from the customer service database to create trend reports, performance reports, and future requirements for all areas of Information Management. Provides database maintenance on the customer support database. Participates in the analysis of requests for new and modified applications. Determines equipment demands and number and kind of requests received:
data communications requests, telecommunications requests, visual information requests, and information services requests. Researches trends and patterns to implement new or improved communications methods and procedures. Incumbent uses judgment in relating trends in workload, equipment performance, other activity's experience with comparable proposals to determine the worth of a proposed change in the state's networking, automation, telecommunications, visual information or information services normal working environment. (Continued on PD) GENERAL
Experience:
Experience that provided a basic knowledge of data processing functions and general management principles that enabled the applicant to understand the stages required to automate a work process. Experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems. SPECIALIZED
Experience:
GS-09:
1 year equivalent to at least GS-07 experience in the performance of tasks such as:
Analysis of the interrelationships of pertinent components of the system; Planning the sequence of actions necessary to accomplish the assignment; and Personal responsibility for at least a segment of the overall project. GS-11:
1 year equivalent to at least GS-09 experience that demonstrated knowledge of computer requirements and techniques in carrying out project assignments consisting of several related tasks, such as typically is the case in development of minor modifications to parts of a system on the basis of detailed specifications provided. The assignments must have shown completion of the following, or the equivalent:
Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; Planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; and Adaptation of guidelines or precedents to the needs of the assignment.
Estimated Salary: $20 to $28 per hour based on qualifications.
This position is located in an information management organization. The purpose of this position is to identify and support command, control, communications and computer (C4) organizational and individual training requirements throughout the state. The incumbent is responsible for providing a quality C4 training program that covers the needs of the C4 users located throughout the state. Develops policies and procedures at the state level for identifying organizational and individual training needs, training opportunities and sources of needed information systems training for positions in technical, professional, administrative, managerial and skilled craft occupations. Plans and develops organizational training programs. Ensures that local course and training opportunities are publicized. Identifies, recommends, conducts and contracts sources of training as required. Serves as the focal point for technical inquiries about available training. Writes and publishes clarification guidance on eligibility requirements for specific training courses. Interprets training regulations, manuals, policies, procedures and ensures compliance with command directives. Evaluates informal feedback from clients. Arranges for training facilities for all information systems courses. Works collaboratively within the organization to achieve the C4 program goals for the state. Maintains current knowledge of state-of-the-art instructional technology and the learning process, utilizing a clear and balanced vision of how technology can be used in support of teaching and learning. Researches and analyzes the issues related to online learning environments. Conducts one-on-one as well as formal C4 training courses. Provides technical assistance to functional users for planning, installation, and start-up of computer systems and application programs. Tests and evaluates vendor hardware and software for applicable users to ensure conformance with the information management standards. Analyzes customer requirements and determines the most appropriate automation resource to utilize, including software and hardware. Confers with customers to obtain supplementary information to develop or maintain application programs. Provides troubleshooting assistance to customers by phone or on-site. May also assist in the installation of computer systems. Performs other duties as assigned. GS-11:
This position is located in an information management organization. The purpose of this position is to serve as the primary interface between the incumbent's assigned organization and all information systems customers associated with the C4 mission. Responsible for management of the organization's customer support help desk and maintenance of the workload accounting database using help desk software. Serves as a technical expert on all supported automated systems utilized throughout the state. Provides solutions to customer requests for assistance in resolving hardware and software problems. Systems used include personal computers, mini computers and mainframes. Develops and maintains the customer service database for all service requests. Receives, analyzes, and assigns control numbers to all incoming customer requests. Determines if equipment is covered by warranty or maintenance contract and processes accordingly. Uses a process for quickly assessing and determining the actual problems and either solves or assigns unresolved requests to appropriate specific functional area. Follows up with the functional areas to ensure problems are resolved and requests are completed. Ensures continual contact and update of status with the user. Performs intensive collection and analysis of data from the customer service database to create trend reports, performance reports, and future requirements for all areas of Information Management. Provides database maintenance on the customer support database. Participates in the analysis of requests for new and modified applications. Determines equipment demands and number and kind of requests received:
data communications requests, telecommunications requests, visual information requests, and information services requests. Researches trends and patterns to implement new or improved communications methods and procedures. Incumbent uses judgment in relating trends in workload, equipment performance, other activity's experience with comparable proposals to determine the worth of a proposed change in the state's networking, automation, telecommunications, visual information or information services normal working environment. (Continued on PD) GENERAL
Experience:
Experience that provided a basic knowledge of data processing functions and general management principles that enabled the applicant to understand the stages required to automate a work process. Experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems. SPECIALIZED
Experience:
GS-09:
1 year equivalent to at least GS-07 experience in the performance of tasks such as:
Analysis of the interrelationships of pertinent components of the system; Planning the sequence of actions necessary to accomplish the assignment; and Personal responsibility for at least a segment of the overall project. GS-11:
1 year equivalent to at least GS-09 experience that demonstrated knowledge of computer requirements and techniques in carrying out project assignments consisting of several related tasks, such as typically is the case in development of minor modifications to parts of a system on the basis of detailed specifications provided. The assignments must have shown completion of the following, or the equivalent:
Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; Planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; and Adaptation of guidelines or precedents to the needs of the assignment.
- Department:
2210 Information Technology Management - Salary Range:
$59,315 to $84,682 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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