HomeMy WebLinkAbout1.493 INFORMATION SYSTEMS USER SUPPORT TECHNICIAN 20020710DEPARTMENT OF PERSONNEL SERVICES
COUNTY OF KAUAI
INFORMATION SYSTEMS USER SUPPORT TECHNICIAN ' 1.493
Duties Summar
Independently provides technical assistance, and plans and
conducts training for departmental personnel in the use of a
variety of data processing equipment, systems, and applications;
installs and reinstalls system hardware and software; schedules
and coordinates training activities; maintains equipment and
supplies; and performs other related duties as required.
Distinguishing Characteristics:
This class is responsible for providing assistance to, and
plans and conducts training for information systems users
including professionals and managers, on the full range,of
problems and questions, simple to complex, involving explanation
and instruction on the use of system equipment and computer
application programs. Positions in this class perform under the
general supervision of a higher level professional information
systems position.
Examples of Duties:
Provides training and assistance to users on system
equipment, procedures, and computer application programs;
conducts hands -on training in word processing and other data
processing software applications, including the proper procedures
for computer operation; prepares training outlines /lesson plans,
visual aids, exercises, and informational material; provides
training updates whenever new releases are acquired or existing
programs are upgraded; troubleshoots both hardware and software
computer problems and problems with various applications,
including word processing, spreadsheets, data bases, and
electronic mail; assists users in diagnosis and problem
resolution; determines if a service call should be placed or if
the problem should be referred to higher level information
systems personnel; documents problems and resolutions;
participates in the testing of new software releases, identifies
problems and recommends solutions; maintains contact with new
users to monitor effectiveness of training; responds to questions
from users regarding the capabilities of various software
applications; assists users by creating worksheets, electronic
forms, data files, to support departmental requirements; may
perform simple programming tasks, such as to generate ad hoc
reports; performs work -site installation and reinstallation of
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SUPPORT TECHNICIAN -
system hardware, software, and support applications; coordinates
the maintenance and operations of computer systems; maintains
inventory and coordinates the maintenance and operations of
computer systems; prepares training and maintenance records and
reports; manages equipment and supplies inventory; may assist
higher level information systems personnel in support of
operational tasks such as diagnosis of computer problems, running
back -up tapes, and providing clerical support as required.
Minimum Qualification Requirements for the Class:
Training and General Experience: A combination of education
and experience substantially equivalent to graduation from high
school, and two (2) years of work experience which demonstrated
the ability to read and understand complex written materials such
as rules, procedures, or policies. At least one (1) year must
have demonstrated the ability to interact directly with people,
and speak to and provide technical instructions or information to
groups of people.
Specialized Experience: Two (2) years of specialized work
experience which demonstrated effective use of personal computers
and electronic peripheral equipment. At least one (1) year must
have involved providing assistance and advice to users in
resolving hardware and software problems, which included
identifying the nature of a variety of problems and resolving
them.
Knowledge of: personal computers and peripheral equipment
such as printers, modems, disk drives; basic networking concepts;
basic diagnostic methods and procedures to resolve user problems;
on -line application software; various application software such
as word processing, electronic mail, spreadsheet, data base,
etc.; methods and techniques of training for individuals and
groups; spelling, punctuation, grammar, and proper use of the
English language.
Ability to: plan, coordinate, and provide assistance,
instructions, and training on the proper use of a variety of
departmental data processing equipment and user applications;
install and maintain personal computer hardware and software
applications based on established procedures and practices;
provide effective on -site and telephone support services to
system users in the diagnosis and resolution of user problems;
contact and direct users to the appropriate systems personnel for
INFORMATION SYSTEMS USER 3
SUPPORT TECHNICIAN
1.493
problems beyond the scope of responsibility; evaluate software
programs' functionality and effectiveness in meeting user needs;
plan, organize, and work independently; communicate effectively
both orally and in writing, with individuals and large and small
groups of people; work tactfully with others; document data
processing problems and resolutions; prepare training outlines,
visual aids, exercises, and informational material.
Health and Physical Condition Requirements:
Persons seeking appointment to positions in this class must
meet the health and physical condition standards deemed necessary
and proper for performance of the duties.
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This is a retitling of the specification for the class
INFORMATION SYSTEMS USER SUPPORT TECHNICIAN II, which was
approved April 23, 1997, as INFORMATION SYSTEMS USER SUPPORT
TECHNICIAN.
APPROVED: 7/10/02
(Date)
MALCOLM C. FERNANDEZ
Director of Personnel Services