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You are here: The Job Explorer > Job Description > Technology Support Analyst Principal

Technology Support Analyst Principal Duties and Responsibilities

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Purpose of Classification:

Provides support to users of information technology tools. Work typically involves a combination of providing expert advice and troubleshooting on groups of software products or on entire systems, assessing, planning for, and implementing new technology, administering and maintaining shared-use systems, communicating with users and user groups on technology topics, and providing instruction.

Distinguishing Characteristics:

This is the fifth in a series of six classifications. Incumbents at this level are experts and support leaders for groups of products or entire systems as opposed to one or two products as at the fourth level. Incumbents at this level also spend more time on assessing, planning for, and implementing new technology than do those at the fourth level. Incumbents at the sixth level are experts and planning and support leaders for an entire subject area or for a large group of users and spend considerable time in leading and coordinating major projects.

Examples of Duties:

  • Maintains a high degree of technical knowledge and expertise on a group of technology products or on a technology platform through research, personal use, vendor presentations, and training; leads support for the product group or platform, including publicity, training, expert trouble-shooting and advice, vendor interface and advocacy.
  • Identifies needs and researches, analyzes, plans for and implements technology products and associated use and support procedures.
  • Configures and installs server and network hardware and software.
  • Acts as a technology liaison for one or more groups of customers: understands the groupís interests and technology needs, advocates for them inside and outside of the university, maintains regular communications with them on technology topics, helps with technology planning, and facilitates solutions to problems.
  • Mentors other technical support staff on systems analysis, trouble-shooting, and customer support techniques.
  • Develops and delivers instructional short courses on the use of supported technology products, and provides personalized instruction one-on-one to meet specialized needs.
  • Uses applications software such as database management systems, Web page development tools, desktop publishing tools, and presentation tools to develop custom products to meet user needs.
  • Collaborates and teams with others on a variety of technology and technology support projects.

Knowledge, Skills and Abilities:

  • Considerable knowledge of a group of technology products or a technology platform sufficient to provide expert trouble-shooting and advice.
  • Knowledge of a variety of relevant technology tools sufficient to assess their relevancy and cost-effectiveness for a particular need and to combine them effectively.
  • Knowledge of process improvement methods and approaches.
  • Skill in developing and delivering instruction.
  • Skill in identifying and resolving problems with computer hardware and software.
  • Skill in using applications software to develop custom products.
  • Considerable skill in communicating with and serving customers in a positive and professional manner.
  • Ability to mentor technical support staff.
  • Ability to work effectively in teams.

Minimum Qualifications:

Bachelorís degree in technology or related field AND four years' experience providing information technology services; OR, Eight years' experience providing information technology services; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment may substitute for up to six months of experience.


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