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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Last Updated 08/12/02
URL: /hr/classspec_t/9316.htm