STATE OF NEW HAMPSHIRE
HUMAN RESOURCES
CLASSIFICATION: TECHNICAL
SUPPORT SPECIALIST II
Class Code: 9316-21
Date Established: 04-01-74
Occupational
Code: 9-3-4
Date of Last Revision: 12-28-01
BASIC PURPOSE: To analyze and
evaluate operating system procedures, resolve system problems, and develop
training for users in a computer environment.
CHARACTERISTIC
DUTIES AND RESPONSIBILITIES:
·
Implements computer
applications and recommends levels of software.
·
Surveys computer
users to evaluate system performance, makes recommendations for alternative
hardware, and requisitions needed hardware and software.
·
Coordinates the
installation of computer hardware and software and conducts tests to assure
system is operating properly.
·
Troubleshoots
computer operating system, and investigates hardware and software problems to
locate and correct malfunction.
·
Compiles statistical
data on system performance for use in administrative decision-making and
planning.
·
Develops and
distributes user training manuals and conducts user training in new computer
functions.
·
Analyzes and
evaluates current computer training, prepares, schedules, and conducts updated
training on a variety of software packages.
·
Develops and monitors
security procedures to prevent unauthorized access to system.
·
Contacts vendors to
arrange service to correct problems with equipment.
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DISTINGUISHING
FACTORS:
Skill: Requires skill
in developing formats and procedures for special applications OR in
investigating and reviewing the use of equipment and data for a specialized
function.
Knowledge: Requires
knowledge of business practices and procedures or technical training in a craft
or trade, including working from detailed instructions, to apply knowledge in a
variety of practical situations.
Impact: Requires
responsibility for achieving direct service objectives by assessing agency
service needs and making preliminary recommendations for the development of
alternative short-term program policies or procedures. Errors at this level result in
incomplete assessments or misleading recommendations causing a disruption of
agency programs or policies.
Supervision: Requires
partial supervision of programs OR other employees doing work which is related
or similar to the supervisor, including assigning job duties, providing
training, giving instructions and checking work.
Working
Conditions: Requires performing regular job
functions in a controlled environment with minimal exposure to disagreeable job
elements and little risk of hazard to physical or mental health.
Physical
Demands: Requires medium work, including
continuous strenuous activities such as frequent reaching, bending, or lifting
as well as performing work activities which require fine manual dexterity or
coordination in operating machines or equipment.
Communication: Requires
summarizing data, preparing reports, and making recommendations based on
findings which contribute to solving problems and achieving work
objectives. This level also
requires presenting information for use by administrative-level managers in
making decisions.
Complexity: Requires
coordinating a combination of diverse job functions in order to integrate
professional and technical agency goals.
This level also requires considerable judgment to implement a sequence
of operations or actions.
Independent
Action: Requires objective assessment in
analyzing and developing new work methods and procedures subject to periodic
review and in making decisions according to established technical, professional
or administrative standards.
MINIMUM
QUALIFICATIONS:
Education: Associate’s
degree from a recognized college or technical school, or two years of college
with a major study in computer science, business administration, mathematics,
or a related degree field, with at least fifteen (15) credit hours in the field
of computer science. Each
additional year of approved formal education may be substituted for one year of
required work experience.
Experience: Three years'
experience associated with the use and maintenance of computers and application
software, with responsibility for analyzing, troubleshooting, testing and
installing system and application software for computer equipment. Each additional year of approved work
experience may be substituted for one year of required formal education.
License/Certification: None required.
RECOMMENDED
WORK TRAITS: Knowledge of computer techniques and
familiarity with peripheral devices used in the information processing
field. Knowledge of the principles
of systematic problem solving and the fundamentals of information
processing. Knowledge of current
computer hardware and software.
Knowledge of data base management techniques and developments. Knowledge of the theory of data
organization and access with the ability to solve problems by utilizing
computer programming. Ability to
make oral and written reports.
Ability to establish and maintain effective working relationships with
associates and personnel of user agencies. Must be willing to maintain appearance appropriate to
assigned duties and responsibilities as determined by the agency appointing
authority.
DISCLAIMER
STATEMENT: This class specification is descriptive
of general duties and is not intended to list every specific function of this
class title.
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