TECHNICAL SUPPORT AIDE 0530

DISTINGUISHING FEATURES OF THE CLASS

An employee in this class performs a variety of elementary technical and user-support duties, which may include receiving and responding to user requests for assistance, assisting users in the operation of computers, software, and peripheral equipment, and assisting technicians with the installation or troubleshooting of equipment to gain further expertise, etc. Where possible, the incumbent provides direct assistance or guidance to users, and acts as liaison between users and technicians on more complex issues. Responsibilities may include documentation of reported occurrences and follow-up to resolve problems either by direct action or referral to the correct area of responsibility. Work is performed under general supervision and is reviewed by administrative supervisors through observations and the effectiveness of operation. Does related work as required.

TYPICAL WORK ACTIVITIES

Serves as the central contact person for users reporting hardware and software problems;

May assist users who attend assigned computer sessions, and ensure equipment is operational and used appropriately;

Assists users with the operation of computers and related peripheral equipment, including but

not limited to printers and smartboards;

Troubleshoots and solves simple technical problems directly, or refers more complex problems to appropriate personnel;

Advises users of procedures to follow until resolution occurs;

Tracks outstanding problems and follows up until resolution occurs;

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

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

Good knowledge of the use and operation of personal computers and related peripheral equipment; good knowledge of procedures related to troubleshooting hardware and software problems; good knowledge of recordkeeping procedures; good knowledge of computer technology; ability to acquire a working knowledge of various computer software packages; 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, including but not limited to faculty, staff and students, and technical personnel; patience and tact; 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 technical computer experience, which includes monitoring, maintaining or repairing computer systems or assisting individuals in the utilization of computer based software and/or hardware, or in the utilization of software to create or design specialized forms or reports.

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.

6/30/22

SUFFOLK COUNTY

Competitive