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The statements on this job standard are intended to describe the general nature of the role and level of work being performed. They are not intended to represent an exhaustive list of all responsibilities, duties and skills required of the employee.
Technical Support Specialist III Overview
- Person Group: Professional
- Job Code: 75777
- Pay Grade: P8
- FLSA Status: Exempt
- Career Level: Senior
- Family: Information Technology
- Function: Customer Care
Purpose
Provide client support for desktop-based software applications, hardware configurations and system analysis. Provide assistance and solutions for integration between desktop and University specific applications. Analyze and document current systems and procedures. Develop, document and implement strategies, standards and procedures to be used by the various information technology staff members inside and outside of the Office of Information Technologies across Boise State University. Manage, design and engineer projects as they relate to the desktop infrastructure.
Level Scope
Recognized subject matter expert who knows how to apply theory and put it into practice with in-depth understanding of the professional field with limited oversight from managers. Independently performs the full range of responsibilities within the function; requires deep job knowledge of area typically obtained through higher education combined with experience. Manages large projects or processes and problems faced are difficult and often complex; analyzes problems/issues of diverse scope and determines solutions. May manage programs that include formulating strategies and administering policies, processes, and resources; functions with a high degree of autonomy. Influences others regarding policies, practices and procedures.
Minimum Qualifications
Bachelor’s degree and 4 years of desktop management experience or equivalent professional experience. Must possess standard driver’s license to drive department vehicle when required.
Prefer degree concentration in: Computer Information Systems, Management Information Systems or Computer Science.
Knowledge, Skills, and Abilities
- Training in information technology concepts.
- Skilled in interpersonal relationships including clear communication skills, planning, organization and setting priorities.
- Substantial knowledge and experience with personal computer hardware including processors, motherboards, memory, hard disks, optical drives and peripherals such as scanners, cameras, printers, external hard drives, etc.
- Experience in installing, configuring, networking and troubleshooting network and stand-alone printers.
- Experience with enterprise desktop remote assistance tools, such as remote control, imaging, remote application deployment and patch management.
- Understanding of electrostatic discharge (ESD) and other hardware repair best practices.
- Desktop certifications exams will be sought as part of continuing job training.
- Knowledge of all supported versions of Microsoft Windows, Apple Macintosh OS, Microsoft Office, various browsers, internet apps and computer diagnostic tools.
- Demonstrated ability to follow up on multiple priorities simultaneously to accomplish all tasks without sacrificing quality.
- Ability to assess the need for replacement of hardware and/or software and make purchase recommendations, assuring compatibility with current configurations.
- Ability to prioritize TSS workloads to ensure productivity of individuals and departments across the University.
Essential Functions
Key Responsibilities
60% of Time the Technical Support Specialist III must:
- Proactively prevent issues, diagnose personal computer hardware and software problems and develop a solution.
- Troubleshoot various software configurations/features including operating systems, word processing, spreadsheets, databases and networking on all platforms that the University supports. Install and configure software applications/operating systems and network clients to operate properly on the University’s network.
- Research the latest product patches and fixes. Consult with faculty and staff on what computer systems and software to purchase. Must have current knowledge of the computer industry and system configurations through publications and training. Must have relationships with vendors to gather enough information to make an informed recommendation.
- As scheduled represent the University in front line operations.
- Successfully manage, document, design and engineer assigned projects and assignments.
- Examples of assignments include teaching classes to the University personnel, acting as system administrator for the Help Desk software application, software testing and packaging for desktop delivery, anti-virus software management, maintaining a department server and user account requests. Examples of projects include creation of image system management, coordinating testing and implementation of departments and University applications, patching clients and engineering new desktop systems.
- Analyze and document current systems and procedures. Develop, document and implement strategies, standards and procedures.
- Act as a liaison to major divisions of the University. As a liaison the Senior TSS will meet with a representative of the major supported divisions on a regular basis.
- Serve on committees, interdepartmental teams and special projects as requested.
- Maintain working relationships within OIT and the campus community.
35% of Time the Technical Support Specialist III
Determined by department needs
5% of Time the Technical Support Specialist III
Perform other duties as assigned
Work Environment and Physical Demands
General Office – Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. General office work involves sitting most of the time, but may involve walking or standing for brief periods of time.
Travel Requirement
May be required to travel with overnight stays.
Career Path
Technical Support Specialist IV
Additional training/education or equivalent experience, as well as business need, are required for movement into higher level jobs.
Disclaimer
Incumbent must perform the essential duties and responsibilities with or without reasonable accommodation. The above statements are intended to describe the general nature and level of work. Final employment offers are contingent upon a Final Candidate’s successful completion of a Background Verification, and a determination by the University that the information derived from the Background Verification does not disqualify the individual. In addition, a Financial History Check and Motor Vehicle Record (MVR) Check may be required.