CMS Tech Support Spec I-MASCF

University of Central Oklahoma
Oklahoma, United States
Salary Not Specified
Posted Date
Nov 11, 2022

Position Overview:

Provides technical support, troubleshoots and resolves urgent technical issues, and responds to help requests. Identifies and escalates complex issues to a higher-level position. Installs computer hardware, repairs software, and runs diagnostic programs. Installs, maintains, and supports personal computing devices and associated peripherals for the organization's employees. Configures and installs hardware or software that supports critical business needs. Involved in the installation and rollout of new software packages, upgrades, and new desktop hardware. Sets up and connects to peripheral equipment, including printers and scanners, and troubleshoots and resolves malfunctions. Receives and addresses service requests from individual end users or from the help desk. Maintains inventory of parts or components, tracks progress of service requests and updates ticketing systems, and logs repairs and services performed. Tests software and hardware to evaluate ease of use and whether product will aid user in performing work. Writes software and hardware evaluation and recommendation for management review. Writes or revises user-training manuals and procedures. Develops training materials, such as exercises and visual displays. Performs work under general supervision. Handles moderately complex issues and problems and refers more complex issues to higher-level staff. Possesses moderate working knowledge of subject matter. Typically, non-exempt and does not supervise other staff (but may supervise students). Typically reports to a supervisor or manager.

Department Specific Essential Job Functions:

Responsible for IT operations of the College of Mathematics and Science. Supervises student employees that assist in providing support for IT and AV systems throughout the college. Maintains the inventory system for the college for computer and related equipment. Maintains image servers and related software for image deployment. Manages faculty and student users of virtual desktop infrastructure. Operates and maintains large format printers.

Job Level:

Scope & Impact: This position is an entry level professional position, with actions that may have a measurable impact on operations within a work group.

Communication & Interaction : Routinely answers questions and provides information and data requested by individuals within or outside of work area. Questions that require interpretation or are not easily resolved are referred to Supervisor.

Effective Knowledge: Demonstrates ability to execute tasks according to standard operating procedures and/or direction. Demonstrates ability to learn new subject matter, coupled with attention to detail and responsiveness to feedback.

Problem Solving & Judgement : Performs a variety of duties following established policies and procedures. Resolves problems by selecting from approved alternatives based on past practices, established procedures, or direction. Relies on direct supervision is available to set priorities and objectives, and to assist in problem resolution.

Budget Authority: May provide input into budget development by assisting with identification of operational needs and requirements.

Policy & Procedure Authority: Primarily responsible for executing routine procedures with direction from senior staff.

Reporting Relationships : Generally, reports to manager or higher but may receive basic operational direction and guidance from senior level staff members.

Supervisory & Team Leadership Responsibilities : None.

Qualifications Required:

Requires a Bachelor’s degree in job related field or 4+ years of equivalent work experience in chosen filed that provides knowledge of and exposure to fundamental theories, principles, and concepts. Requires the application of expertise in a chosen field to achieve results.

Qualifications Preferred:

Experience with Windows Server administration

Experience with Active Directory

Experience with Linux

Experience in networking

Will this employee supervise others?

May supervise student workers

Physical Demands:

Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.

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