The University of Arizona
Human Resources
Classified Staff Employee Job Description
| Job Code: |
073090 |
| Title: | IT Support Center Specialist |
| Pay Grade: | B07 |
Pay Range
(min/mid/max): | $29,443/$40,371/$51,299 |
| FLSA: | Non-exempt |
Purpose of Classification: |
| In an environment that operates twenty-four hours a day, seven days a week, provides technical support, training and guidance to the campus community regarding the use, maintenance, and repair of a wide variety of computer hardware, software and network connectivity technology, including installation, configuration, testing and problem resolution. Contributes to cross-functional team projects.
|
Distinguishing Characteristics: |
| This is the first in a series of two classifications. It is distinguished from the IT Support Specialist, Senior which trains and coaches employees and leads assigned projects. |
Example of Duties: |
- Receives and prioritizes incoming telephone, voicemail, email and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computing-related technologies.
- Evaluates and resolves client computing issues in-person and remotely; corrects routine problems by recommending and assisting with minor repairs to equipment and/or entering specialized commands or data into systems. Contacts appropriate resources for additional assistance.
- Logs and tracks calls using a specialized database, and maintains history records and related documentation.
- Logs and tracks calls using a specialized database, and maintains history records and related documentation.
- Installs and/or assists in the installation and configuration of software and hardware.
- Trains and guides campus community members in the use of technology.
- Writes on-line announcements to notify customers of system changes or issues, security alerts and new software/hardware releases.
- Monitors on-line forums and web pages for content accuracy and usability. Recommends changes as necessary.
- Trains and coaches student workers.
|
Knowledge, Skills, and Abilities: |
- Knowledge of computer networks and remote troubleshooting techniques.
- Skill in troubleshooting, repairing, configuring and administering systems in a domain or workgroup environment.
- Skill in providing information technology related customer service and training to users with varying levels of technical expertise.
- Skill in analyzing computer hardware and software problems.
- Skill in working as part of a team.
- Skill in time management and in dealing with multiple priorities.
- Ability to effectively communicate verbally and in writing.
|
Minimum Qualifications: |
- Three years of hardware/software experience in area of assignment, including one year of experience providing IT customer support services; OR
- Associate's degree in Management Information Systems, Computer Information Technology or related field AND two years of hardware/software experience in area of assignment including one year of experience providing IT customer support services; OR,
- Any equivalent combination of experience, training and/or education.
|
Prepared: |
05/01/2009 |
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