The Technology Support Specialist is responsible for installing and maintaining workstations and other technology applications according to established specifications. Upgrades operating systems and application software. Troubleshoots problems and provides customer assistance and training. Determines technology needs of internal and external customers and recommends solutions to meet their needs. May coordinate the division's satellite and two-way interactive video activities. Assists in maintenance of current records for equipment.

Maintains the division's network security and integrity. (Performed by all incumbents)

• Performs regular back-up and ensures others comply with back-up procedures.

• Adds and deletes users, user directories, passwords and applications as needed.

• Executes recovery procedures according to established guidelines.

• Controls and maintains inventory of assigned equipment according to agency guidelines.

• Assures that software is utilized according to license agreements.

• Tests applications before installation on networks.

Installs and maintains personal computer hardware, networks, and software for internal and external customers. (Performed by all incumbents)

• Ensures that products for installations are available and operative.

• Schedules installation at customer site in a timely manner.

• Completes the installation with minimum disruption to the customer and within the established time frame.

• Converts old system data to new system accurately and within a timely manner.

• Tests installed products according to agency standards.

• Works effectively with users to plan appropriate locations for equipment.

• Maintains, repairs, and installs computers, networks, and related equipment minimizing time and financial expenditures when possible and complying with applicable policies and procedures.

• Coordinates testing with customers, vendor personnel, and other support groups to ensure timely problem resolution.

• Requests assistance from upper-level technicians when required.

• Suggests efficient new procedures for resolution of problems.

Provides quality service to internal and external customers by addressing problems or issues involving hardware, software or networks through a help desk function. (Performed by all incumbents)

• Answers customer inquiries received in writing, by telephone, or through electronic mail in an appropriate and timely manner; reads communications thoroughly or listens attentively to customers.

• Poses appropriate questions to facilitate problem determination and applies analytical or research techniques and judgment to isolate or clarify problems, gauge severity and establish priority.

• Confirms warranty and maintenance coverage where equipment is involved.

• Assumes responsibility for assignment until customer problem is resolved or reassigned.

• Resolves problems or escalates more difficult issues to appropriate division personnel. Identifies outside resources, where appropriate, and assists customers to access those resources.

• Responds to customer follow-up inquiries in a timely manner and keeps customer updated on resolution progress.

• Verifies problem resolution with customer to ensure customer satisfaction according to division guidelines. Utilizes customer evaluations to implement service improvements.

• Enters all required problem information into a tracking system in accordance with prescribed procedures.

• Provides problem tracking reports to managers and customers as requested.

• Post solutions and suggestions on Web page for benefit of other users.

Installs and supports network operating systems to meet the needs of internal and external customers. (Performed by some incumbents)

• Installs and configures network operating systems according to project plan. Ensures others follow specifications when installing.

• Builds and maintains shared network resources according to project plan.

• Monitors performance of servers.

• Coordinates the utilization of existing equipment to optimize efficient and effective use.

• Installs hardware and software upgrades according to established specifications.

• Writes and tests installation instructions for configuration on networks.

• Installs predetermined and customized configurations to ensure maximum customer satisfaction.

• Performs troubleshooting on network components/applications, including telecommunications, as needed.

• Performs diagnostic testing and problem determination on networks and associated equipment.

• Analyzes and tests multi-media communications circuits and cabling systems for proper operation.

Displays a high level of effort and commitment to performing work; operates effectively within the organizational structure; demonstrates trustworthiness and responsible behavior. (Performed by all incumbents)

• Demonstrates eagerness to learn and assume responsibility; seeks out and accepts increased responsibility; displays a "can do" approach to work.

• Shows persistence and seeks alternatives when obstacles arise; seeks alternative solutions; does things before being asked or forced to by events.

• Works within the system in a resourceful manner to accomplish reasonable work goals; shows flexibility in response to process change and adapts to and accommodates new methods and procedures.

• Accepts direction and feedback from supervisors and follows through appropriately.

• Works when scheduled; begins and ends work as expected; calls in according to policy when arriving late for work or when absent; observes provisions of Fair Labor Standards Act; observes policies on break and lunch periods; uses work time appropriately.

And any other duties as assigned.