Technical Support

Description

Jobs in this family provide support to technology users through set up and troubleshooting of desktops, PCs, laptops, tablets, scanners, and other peripheral equipment. In addition, this family is accountable for customer service management.

Typical functions

The functions within this job family will vary by level, but may include the following:

  • Provide information, advice, and direction regarding information technology issues.
  • Identify, diagnose, and resolve information technology hardware and software issues.
  • Respond to information technology support requests in a timely manner.
  • Utilize and update an active work ticket system.
  • Ensure adherence to security standards.

The work assigned to positions in this series ranges from providing technical assistance to managing teams providing support to clients.

Client Support Technician

A position at this level provides support for technical issues. Answers questions and provides information, advice, and instruction to clients on issues varying from simple to moderate complexity. The primary focus is on understanding the issues to be resolved and solving disruptions/problems within the defined scope of standards and protocols. May be responsible for user provisioning functions. Escalates issues to a higher level of support as warranted and within given time guidelines.

Knowledge, skills & abilities

Knowledge and understanding of office automation, office systems operating environments, and/or communication devices. Ability to communicate with clients and staff in a professional and user-friendly manner. Ability to documents issues and follow technical instructions. Ability to prioritize and handle multiple priorities simultaneously. Ability to identify and resolve information technology issues. Ability to travel, operate a motor vehicle, and maintain a valid vehicle operator’s license.

Typical qualifications

Associates degree and 0-3 years of information technology support experience. (Substitutions may be allowed.)

Pay grade
IT2

Senior Client Support Technician

A position at this level serves as a technical expert and/or lead worker assisting the team supervisor providing a full range of on-site and remote technical support and providing technical assistance to staff. Provides technical support to clients by identifying, analyzing, and resolving client issues escalated from other staff, received telephonically, submitted through the helpdesk system, and/or in a field environment. Complexity of issues may vary; however, the more complicated issues are handled at this level. Assists with mentoring and training of staff. Analyzes trends of issue and proactively provides input addressing these problems. May lead project teams and have temporary supervisory responsibilities.

Knowledge, skills & abilities

In addition to those identified in the previous levels: Skill in diagnosing and resolving information technology issues. Ability to mentor and provide guidance to other staff.

Typical qualifications

Associates degree and 2-5 years of information technology support experience. (Substitutions may be allowed.)

Pay grade
IT4

Client Support Professional

This is a supervisory position accountable for overseeing a team providing IT client service management support services on-site or remotely. Responsible for supervising the day-to-day operations of technical support for a portfolio of software and hardware products and ensuring the quality and efficiency of technical support provided. Oversees staff development, provides mentoring, plans and assigns work, assesses performance, and initiates/participates in discipline issues. Positions typically exist in an environment where a small team of IT client support staff is required due to number of users supported.

Non-supervisory positions at this level perform most complex assignments. Responsible for comprehensive and innovative planning to resolve client’s issues. Coordinates with other information technology areas to identify and resolves problem issue trends. Diagnoses, analyzes, and resolves issues of the highest complexity. Assists supervisor with administrative functions. May coordinate multiple project teams.

Knowledge, skills & abilities

In addition to those identified in the previous levels: Ability to mentor and develop staff’s technical skills. Ability to identify help desk ticket trends and provide recommendations. Ability to coordinate with and understand other information technology areas.

Typical qualifications

Bachelor’s degree and 2-6 years of experience in an information technology support environment. (Substitutions may be allowed.)

Pay grade
IT5

Client Support Manager

This is a managerial position accountable for overseeing multiple team supervisors who provide information technology (IT) client support services. Responsible for providing the oversight of IT support for a portfolio of software and hardware products. Provides input into the analysis and evaluation of new products, responsible for assigned projects, and ensures the quality and efficiency of the technical support provided. Responsible for assisting the Chief Information Officer (CIO) with strategic planning and direction.

Knowledge, skills & abilities

In addition to those identified in the previous levels: Ability to evaluate and provide recommendations of new hardware and software products. Ability to assess workload and activities and provide recommendations for continuous improvements. Ability to oversee multiple teams and projects.

Typical qualifications

: Bachelor’s degree and 5-8 years of experience in an information technology support environment. (Substitutions may be allowed.)

Pay grade
IT7