| SENIOR SYSTEMS SUPPORT SPECIALIST |
Job Code: 2484
Pay Grade: 019
FLSA Status: Exempt
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| General Functions |
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Performs technical and professional duties to develop and provide user training and support for the various computer systems and applications software.
Distinguishing Characteristics of Work
This is responsible technical and supervisory work applying in-depth system and applications knowledge.
An employee in a position assigned to this classification is responsible for insuring that users needs are adequately met, tracking data is collated and analyzed, initiating and maintaining consistent contact with users, and providing documentation and training on a regular schedule.
Work is performed under the general supervision of the Office Systems Unit Supervisor, and is reviewed while in progress and upon completion for achievement of desired results in providing systems support.
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| Representative Duties /Assignments |
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- Establishes and maintains procedures to provide technical assistance and guidance to all system users via telephone support and on-site visits. Develops and coordinates structured classroom training, user group meetings, product demonstrations and presentations using non-technical language. Establishes a rapport and good working relationship among the Data Center staff and system users.
- Prepares effective technical documents and training materials for standard classroom instruction and/or self-study courses using non-technical concepts and language for professional and clerical staff.
- Provides backup and escalation point for problem resolution and support of system users.
- Provides technical assistance and answers routine technical and operational questions.
- Maintains and analyzes various logs and records such as problem, supply distribution, training room availability, and others as necessary.
- Provides product demonstrations and presentations to potential and existing users and management.
- Develops and issues a monthly newsletter for technical and non-technical system users.
- Serves as liaison between Data Center staff and certain systems users.
- Performs other related duties as assigned or as necessary.
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| Minimum Qualifications |
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Graduation from an accredited college or university with a Bachelor’s degree in data processing, communications, or a closely related and three years of responsible technical experience supporting large scale networked IBM and/or DEC environments with microcomputer interface. Experience must include one year of supervisory or senior level experience. Additional years of the specified experience may be substituted for the required education on a year-for-year basis.
Must have the ability to clearly explain and interpret technical information when training and assisting office systems users. |
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| Preferences |
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NULL |
