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    Classified Staff Job Description

    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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