Job Standard for Technical Support Specialist II

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1. Click “View in Google Docs/Download” and download to Word.
2. The Job Overview, Level Scope, Minimum Qualifications and Essential Job Functions are specific to this job’s competencies and cannot be edited.
3. For the Job Posting you may;
   1. update/change the purpose to add in department specific information, 
   2. add key responsibilities to the 35% of the time, specific to your department needs, 
   3. add a preferred qualifications section
   4. post the position using the business title

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 II Overview

• Person Group: Professional
• Job Code: 75775
• Pay Grade: P6
• FLSA Status: Exempt
• Career Level: Intermediate
• 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

Fully competent and productive professional contributor who applies acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity. Works independently with general supervision; exercises judgment within defined guidelines and practices to determine appropriate action. May provide guidance and assistance to entry level professionals and/or support employees.

Minimum Qualifications

Bachelor’s degree and 2 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

• 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 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.
• 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, standard OEM PC and Mac hardware and standard laser and ink based printers.

• 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 II must:

• 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, which includes handheld devices, UNIX, Linux, Apple and Microsoft.
• Research the latest product patches and fixes through web access and telephone. Consult with faculty and staff on what computer systems and software to purchase.
• Respond to requests for Help Desk , visualize the problem and respond to the user with a clear, concise and easy to understand solution to their problem.

• 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.

• This position has contact both physically and logically with nearly every department across campus. Problems need to be addressed quickly and effectively.  The importance of professionalism, technical ability and responsiveness is critical to the success of Boise State University in its quest to become a Metropolitan University of Distinction.
• Associations are maintained with vendors for technical support. This position also works with external interfaces such as the State Controller’s Office (file transfer issues), Wells Fargo (p-card software upgrades and reports and others as necessary to support unique applications used by the University.

35% of Time the Technical Support Specialist II

Determined by department needs

5% of Time the Technical Support Specialist II

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 III

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.