Job Posting
The primary responsibility of this position is to provide first level support to TRS users through the centralized Help Desk. This position performs a variety of technical and skilled functions related to network computer systems, processing, storage and retrieval of data through the Teachers’ Retirement System networked computer systems.
Education Requirements:
Completion of a high school diploma is required. Associates degree in a technical discipline preferred.
Experience:
Candidates possessing an Associates’ degree are required to have a minimum of one year of Information Technology related experience including software application fundamentals, Internet, Helpdesk, and data communications. Candidates not possessing an Associates’ degree must have at least three years of Information Technology related experience as listed above. Working knowledge of Microsoft products is required. Knowledge of the Laserfiche imaging system and Heat ticketing software is preferred.
Summary of Duties and Responsibilities:
The incumbent applies technical knowledge and skill in working with TRS computer systems, which include the TRS STAR System, desktop workstations, servers, data communications, security, printers and the LAN system. In addition, this position is responsible for supporting the TRS user base in the use of software and/or hardware. This position requires decision-making ability with direction from the supervisor or designated on-call. The incumbent must diagnose numerous processing problems and seek the appropriate corrective action. In addition, the incumbent must be proficient in performing regularly scheduled tasks, special tasks and the operation of the data processing control panel, tape backup systems and networking components including desktop software installation, hardware diagnosis and repair, application configuration and responding to Help Desk tickets or assigned issues. This position serves in an on-call capacity seven days a week.
Knowledge/Skills/Abilities:
The incumbent must demonstrate technical knowledge and skill in working with TRS computer systems, which include the TRS STAR System, desktop workstations, servers, data communications, security, printers and the LAN system. This position requires excellent communication, interpersonal and problem solving skills. The ability to work effectively under pressure is required. Excellent questioning skills as well as the ability to identify, isolate and communicate problems from and to all levels is required.
Selection Criteria
COMMUNICATION SKILLS
Speaks effectively in public situations, to small groups or one-on-one. Composes memorandums, letters, reports, and specified documents in a clear, concise, and well-structured manner.
INTERPERSONAL SKILLS
Interacts with others in a positive, open and cooperative manner.
JOB KNOWLEDGE & EXPERIENCE
Has completed specified amount of time previously performing essential duties of the job and/or has completed specified degrees, coursework, or training programs to perform the job. Possesses a body of information or level of understanding necessary to complete assigned responsibilities.
ORGANIZATIONAL SKILLS
Organizes work tasks in an efficient manner; able to complete assignments on time and accurately by prioritizing tasks and monitoring their completion.
PROBLEM SOLVING
The ability to define a problem; define several solutions (if necessary); and implement the solution which resolves the problem in the most effective and timely manner.
TECHNICAL SKILLS
The ability to recognize technical needs and system limitations. Technical knowledge also includes the capacity to anticipate problems and propose new methods for more effective computer operations.
Job Description
Purpose:
Under the supervision of the Technical Systems Manager, the Technical Support Specialist performs a variety of technical and skilled functions related to network computer systems and the processing, storage and retrieval of data through the Teachers’ Retirement System networked computer systems. The position also provides software and technical support to TRS users through a centralized Help Desk and will provide on-call services when necessary.
Nature and Scope:
The incumbent applies technical knowledge and skill in working with TRS computer systems, which include the TRS STAR System, desktop workstations, servers, data communications, security, printers and the LAN system. In addition, this position is responsible for supporting the TRS user base in the use of software and/or hardware. This position requires decision-making ability with direction from the manager. The incumbent must diagnose numerous processing problems and seek the appropriate corrective action. This position serves in an on-call capacity on a rotating basis seven days a week. In addition, the incumbent must be proficient in performing regularly scheduled tasks, special tasks and the operation of the TRS STAR operations control panel, networking components including desktop software installation, hardware diagnosis and repair, application configuration and responding to Help Desk tickets or assigned issues.
The incumbent must possess basic knowledge of software application fundamentals, Internet, Help Desk, and data communications in order to execute and monitor the successful execution of TRS computer processes. The incumbent must possess the ability to effectively use a variety of software packages and have a basic understanding of various desktop platforms and peripherals (hardware). The incumbent must be able to effectively communicate in technical terms to his/her supervisor or other technical support staff regarding problems or issues that may arise and to assist in problem resolution. In addition, the incumbent will be cross-trained and must be proficient in effectively completing any operations shift assignment as deemed necessary by the Technical Systems Manager. The incumbent must have working knowledge of Agile principles and Scrum methodology.
The greatest challenge of this position is to assure that staff access to the network computer systems are fully functional, no production losses will occur and that the processing of computer related tasks are completed by efficiently utilizing resources to meet schedules and deadlines.
Principal Accountabilities:
- Log and respond to calls through a centralized Help Desk in support of the TRS user base.
- Conduct day-to-day computer and equipment end-user support.
- Conduct formal training sessions and ad-hoc, informal training to end users.
- Work alternate shifts when necessary and serve in an on-call capacity, including holidays and weekends as designated by the Technical Systems Manager in order to ensure the completion of TRS computer processing. Participate in and assist with the distribution of computer reports to users.
- Execute batch report and correspondence processes to TRS STAR.
- Perform daily monitoring of all computer related hardware. Verify that the TRS website, Interactive Voice Response System and all hardware devices are functioning normally.
- Perform routine system maintenance and update usage logs.
- Assist with drafting and/or updating procedures and documentation as assigned.
- Prepare, install, test, inventory, maintain and move PC/LAN hardware (PCs, peripherals, monitors, CD drives, disks, printers, communications); clean, replace and troubleshoot printer toner cartridges.
- Assist with network related functions, such as PC troubleshooting and software installs/upgrades.
- Assist more experienced Network personnel with limited infrastructure support. Determine issues/problems and report them to the Technical Systems Manager.
- Perform other duties as assigned or required.