TECHNICAL SUPPORT SPECIALIST (T & E)

OPEN-COMPETITIVE EXAM NO. 2050

*CONTINUOUS RECRUITMENT

*SALARY (LIBRARY): $75,032 - 88,094

RESIDENCY REQUIREMENT WAIVED

DUTIES:

This position is responsible for providing all areas of computer related technical support including installation, configuration, maintenance, troubleshooting and repair of personal computers, peripherals, applications software and telecommunication equipment and services. The incumbent has the added responsibility of recommending alternative procedures to users whenever appropriate. While the ability to exercise independent judgment is a requirement, general supervision is received from administrative personnel. Does related work as required.

TYPICAL WORK ACTIVITIES: (Illustrative Only)

• Installs, diagnoses, troubleshoots, maintains, configures and repairs computers, peripherals, monitors, network printers and other technology information equipment. Works with equipment vendors to further troubleshoot advanced issues or replace equipment under warranty;
• Performs preventive maintenance, software and hardware upgrades on all technology equipment;
• Installs and configures software applications on computers;
• Creates, maintains and troubleshoots users in the domain management system and adjusts security access rights;
• Provides technical support by phone, email or in person to users, and records interactions in the help desk ticketing system;
• Discusses software and hardware needs with users to determine what needs to be modified or upgraded;
• Troubleshoots technical problems; notifies and work with appropriate IT staff members to keep abreast of current issues and runs diagnostics on equipment;
• Maintains database of workstations and any IT related equipment;
• Provides maintenance of the telephone system and handset equipment, including equipment replacement and assisting users with configurations changes;
• Logs, tracks and follows up on all users, concerns and problems; notifies users of impending down time during regularly scheduled hours;
• Prepares forms, reports, and statistics as required.

MINIMUM QUALIFICATIONS:

(A) Graduation from a regionally accredited or New York State registered two year college or university with an Associate's Degree and two (2) years of experience in the installation, maintenance and technical support of computer software and hardware applications; or

(B) Graduation from high school or possession of a High School Equivalency Diploma and four (4) years of experience as described in (A); or

(C) An equivalent combination of education/training and experience as defined by the limits of (A) and (B).

SPECIAL REQUIREMENT:

Possession of a Class D Driver's License valid in the State of New York;

Ability to lift 30 lbs.

SUBJECT OF EXAMINATION:

The examination will consist of: a rated evaluation of training and experience. Only your rating on the evaluation of training and experience will be considered when computing final scores.

RATED EVALUATION OF TRAINING AND EXPERIENCE

You will complete a questionnaire that asks for specific information on your information technology education (formal degrees, IT-related training courses, certifications) and experience. You will also be asked to briefly describe a significant achievement in each of the job's areas and to provide the name and contact information for someone who can verify your information.