C&T Generic Job Description
IT Support Technician I
GRADE D
Representative Duties:
- Provide telephone based and email computer support at the ITS Help Desk. Provide assistance to end-users related to computer and or networking problems, and services and procedures within Yale University.
- Troubleshoot computing related problems. Identify and analyze all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalate problems of a complex nature as needed.
- Provide functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale’s financial and administrative policies and procedures. Exercise judgment to escalate functional issues of a complex nature as needed.
- Respond to emergency calls and routine calls. Analyze problems to determine if a technician site visit is required. Create work order and follow-up on technician visit to ensure resolution. Document all reported problems.
- Evaluate user applications and operating system to allow for maintenance. Provide consultation on systems related problems and recommendations regarding systems and equipment to end-users; provide support, information and consulting services to faculty, staff and students.
- Assist users in maintaining their desktop computing environment. Recommend supported software applications operating systems to end-users. Assist in the maintenance of a knowledge database. Maintain equipment inventories.
- Apply understanding and knowledge of information systems products and services to assist internal users. Identify, investigate and research user questions and problems as well as recognize, research, isolate and resolve information systems problems.
- Help identify skill level and recommend training courses for users. Assist in developing documentation and /or related material for training.
- Act as liaison between end-user and departments.
- Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion.
- Complete and document technical projects such as the testing of hardware and software products.
- Assure compliance with University required security and information technology policies and procedures.
Family: IT
Job Code: 723 Date: 8/07
The job duties listed above are representative and characteristic of the duties required and the level of the work performed in the job title. The duties will vary from incumbent to incumbent in the job title.
Yale University Clerical and Technical Job Description
Job: 723 IT Support Technician I Grade D
Required Knowledge:
- General knowledge, high school level; detailed but narrow work-related knowledge in one or several work-related areas: general acquaintance with broader field of knowledge.
- Limited knowledge of business, accounting, or commercial procedures with detailed knowledge in these particular areas.
- Limited knowledge of University organizational policies and procedures generally; detailed knowledge of a narrow area of University rules and procedures.
Required Skills:
- Extracts and compiles a narrow range of data from written sources, from individuals by asking set questions, or from one or several given data bases; coding based on prescribed, simple standards.
- Uses a dictionary.
- Files already labeled material using a straightforward alphabetical, or chronological system.
- Understands non-routine notes, written instructions, general policy statements.
- Writes short, informal notes, fills out simple forms.
- Occasional use of complex machines such as word processors or personal computers.
Office and Administrative Skills:
- Keyboards letters, memos, and other moderately complex material.
- Enters and retrieves data from given sources on a personal computer.
- Schedules and coordinates appointments.
- Screens and refers callers and visitors to the appropriate individual.
Experience, Education and Formal Training:
- Two years of related work experience and a high school level education, or an equivalent combination of experience and education.
Complexity and Organization:
- Limited variety of job tasks requiring coordinating steps/procedures.
Interpersonal Relations:
- Some involvement outside immediate work unit.
- Offers or obtains basic information or provides assistance on general matters.
- Understands and conveys more complex messages and instructions and takes action accordingly.
Supervisory Guidelines:
- Work is subject to general review on an occasional basis.
- Incumbent plans and schedules own work and/or the work of others based on the understanding of broadly defined objectives or priorities. Supervisor reviews work after completion.
- Instruction provided only in new situations, methods and procedures that are not clearly related to existing tasks and duties.
Independent Judgment:
- Established procedures/policies govern most work situations.
- Little opportunity to exercise independent judgment or initiative.
Leadership Responsibility:
- Occasionally provides general orientation to routine procedures/policies.
Impact and Consequence of Error:
- Work affects both outside the work unit and outside the University.
- Errors are not difficult to recognize and correct and can cause harm or financial loss to individuals, departments, and the University or to other individuals and groups.
Working Conditions:
- Very little possibility of safety risks.
- Occasional conflicting demands, time pressure, deadlines or emergencies.
- Regular sustained concentration.
- Little physical effort.
Example 1IT Support Technician I(723)
Salary: D
General Purpose: Provide Tier 1 and Tier 2 functional and technical computer support for university Faculty, students and staff.
Essential Duties:
1. Identify and analyze hardware, software and network related problems. Troubleshoot and resolve problems whenever possible. Escalate to, and coordinate with, other ITS departments to assure prompt and efficient problem resolution.
2. Assist customers with installation, configuration and functional/technical support of software and university systems.
3. Maintain computer software by pro-actively using Remote Access tools and keeping application software to ensure all versions are up-to-date as recommended by ITS and external application vendors.
4. Assist remotely in the repair of a wide variety of computing devices and peripherals on the desktop and attached to the Yale Campus network.
5. Evaluate user applications and operating system to allow for maintenance via diagnostic system tools. Provide accurate systems consultation to end-users, enabling ultimate benefit to user by retrieving lost data, time and money.
6. Respond to emergency calls and routine calls that come in for computer assistance in support of core services such as email (including email restores), scheduling and backup systems.
7. Support Service Desk team by training on an individual or classroom basis.
8. Document work in departmental work order tracking database.
9. Work with other ITS or external computing support organizations to ensure smooth integration of network and software products.
10. Analyze, recommend and implement workgroup computing solutions to meet Client Department’s needs.
11. Complete and document technical projects such as the testing of hardware and software products.
12. Provide Tier I and Tier II Support for University applications e.g Internet Explorer, Meeting Maker, Eudora, Oracle, Financials, HR and Procurement, including Yale Procurement Web applications: e.g., ePortal, SciQuest, Orbitz, Expense Management System (EMS) Accuship, etc.
13. Provide coverage for ITS Client Accounts, if needed.
14. Assist with maintenance of Knowledge Database.
15. Assure compliance with University required security policies and procedures.
16. Assist clients with home support set ups and troubleshooting.
Experience:
Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate's Degree; or little or no work experience and a Bachelor's Degree in a related field; or an equivalent combination of experience and education.
Additional Experience:
1. Bachelor’s Degree in related field and two years of related experience in support of Windows, Macintosh and Linux systems; or the equivalent combination of education and experience.
2. Advanced knowledge of two of the following operating environments: MacOSX, Windows XP and Linux.
3. Knowledge and understanding of Windows Vista
4. Advanced knowledge and support of computer hardware for the troubleshooting of miscellaneous hardware problems.
5. Advanced knowledge and support of standard application packages: i.e. Microsoft Office productivity tools.
6. Advanced knowledge and support of standard electronic mail packages: i.e. Eudora.
7. Advanced knowledge of Ethernet networks.
8. Advanced knowledge of hubs, routers, IP and terminal emulation concepts.
9. Advanced knowledge of wireless network configurations.
10. Knowledge and understanding of hardware and mobile devices.
Skills and Abilities:
1. Exceptional oral and written communication skills, well developed organizational skills and detail oriented.
2. Service-minded, self-motivated and able to work both independently and in a team environment.
3. Proven ability to use a combination of research, previous experience, testing and escalation to efficiently find the best solutions to technical problems -– including applying standards and best practices in implementing stable solutions that best meet a client's business and operational requirements.
4. Proven strong customer service orientation and excellent customer service skills.
5. Proven ability to address production or operational problems with an appropriate sense of urgency.
6. Ability to work in a collaborative team environment across organizational units.
7. Proven ability to prioritize responsibilities and work independently.
8. Proficient in multitasking.
9. Ability to work efficiently and excel in a fast-paced IT computing department.
10. Attentive to detail.
11. Flexibility and dedication in acquiring new responsibilities/tasks as needed in the department or in other ITS departments.
12. Flexibility and adaptability (i.e ability to work flexible hours for unit coverage on short notice).
13. Reliability and dependability to ensure the individual/unit is meeting posted SLAs and service targets.
14. Proven time management skills.
15. Strong technical background.
