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Job Standard for Technical Support Specialist I

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How to use this Job Standard:

  1. The Purpose, Scope, Qualifications and Job Functions are specific to this job title and can not be edited.
  2. Click “View in Google Docs/Download” and download to Word.
  3. Under Essential Functions you may add an additional 35%, specific to your department needs.
  4. Complete this standard before creating the job announcement and posting the position.
  5. This standard will be used as the new Job Description for the prospective employee.
  6. After hire is complete, insert Employee Name and PCN#

Technical Support Specialist I Overview

  • Person Group: Professional
  • Job Code: 75774
  • Pay Grade: P5
  • FLSA Status: Exempt
  • Career Level: Associate
  • Family: Information Technology
  • Function: Customer Care

Purpose

Provide assistance and support to the help desk. Responsible for answering questions, training, documentation and being a clearing house for incidents before going to the rest of OIT and Boise State.  Increase the first call resolution and time to resolution of incidents. Provide client support for desktop-based software applications, hardware configurations and system analysis.

Level Scope

Entry-level professional with limited or no prior experience to contribute on a project or work team. Incumbent learns to use professional concepts to resolve problems of limited scope and complexity under close supervision while achieving day-to-day objectives. Works on developmental assignments that are initially routine in nature, requiring limited judgment and decision making. This level is typically focused on self development. Requires theoretical knowledge through specific education and training.

Minimum Qualifications

Bachelor’s degree and 1 year 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. 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 Desktop Operating systems, Microsoft Office applications. and stand-alone printers.
  • Experience in creating documentation for the web using tools that create HTML and/or XML format.
  • Excellent communication skills, which allow for troubleshooting and problem solving via oral and written communication.
  • 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.
  • 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 I must:

  • Troubleshoot various software configurations/features including operating systems, word processing, spreadsheets, databases and networking on all platforms that the University supports.   Technical documentation is also required for the interdepartmental knowledgebase.
  • May have assignments relating to procuring, deploying and disposal of university owned computers and periphery. Install and configure software applications/operating systems and network clients to operate properly on the University’s network, which includes handheld devices, Apple, and Microsoft. Research the latest product patches and fixes.
  • Position needs to actively look at the help desk documentation, customer knowledge base, OIT web page and other sources of information to ensure that the information on their portfolio of services is accurate, concise, up to date and timely.
  • Responsible for conducting training on their portfolio of services to new IT employees.
  • 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.
  • This position has contact both physically and logically with nearly every department across campus. Associations are maintained with vendors for technical support. This includes companies that provide their portfolio of services.

35% of Time the Technical Support Specialist I

Determined by department needs

5% of Time the Technical Support Specialist I

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 II

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.