TECHNICAL SUPPORT REPRESENTATIVE 0529

DISTINGUISHING FEATURES OF THE CLASS

An employee in this class responds to user requests for assistance and serves as the liaison between users and technicians. Responsibility may be included for documentation of reported occurrences and follow-up to resolve problems either by direct action or referral to the correct area of responsibility. The incumbent recommends alternative procedures to users whenever appropriate and may utilize application software in a test environment to gain further expertise. Work is performed under general supervision; and is reviewed by administrative supervisors through conferences, observations, periodic reports and the effectiveness of operation. Does related work as required.

TYPICAL WORK ACTIVITIES

Acts as the liaison between user departments and computer personnel and serves as the central contact person for user reporting of all hardware and software problems;

Functions as the catalyst to resolve all reported problems by directly solving if capable, or by immediate referral to appropriate personnel;

Maintains full documentation of problems and their resolution;

Tracks outstanding problems and follows up until problem resolution occurs;

Documents changes to current systems and assists in the documentation of new systems;

Advises user of procedure to follow until resolution occurs;

Prepares required reports;

Makes recommendations based on type and frequency of user contact;

Researches products and obtains proposals and price quotes;

Attends technical meetings to review changes and modifications in procedures.

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

Good knowledge of procedures related to troubleshooting hardware and software problems; good knowledge of record keeping procedures; good knowledge of general office practices and procedures; working knowledge of computer terminology; ability to follow oral and written instructions; ability to express oneself clearly and concisely, both orally and in writing; ability to establish and maintain effective working relationships with users and technical personnel; physical condition commensurate with the demands of the position.

MINIMUM QUALIFICATIONS

OPEN COMPETITIVE

Graduation from a standard senior high school or possession of a high school equivalency diploma and one (1) year of experience in an information technology environment which has included diagnosing and/or tracking and resolving end-user problems.

NOTES:

Additional education from a college with federally-authorized accreditation or registration by NY State, which includes three (3) credits per year in information technology or computer science, may be substituted for all experience.

Coursework in information technology from a non-degree-granting computer training institution may be accepted based upon credit hour equivalence.

R 9/24/18

SUFFOLK COUNTY

Competitive