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

Technology Support Analyst Senior 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 one or more software products, administering and maintaining shared-use systems, communicating with users and user groups on technology topics, providing instruction, and evaluating, recommending, and installing technological solutions to new problems or situations.

Distinguishing Characteristics:

This is the fourth in a series of six classifications. Incumbents typically have more in-depth or broad technical expertise than those do at the third level, and they spend more time on independent analysis and design of solutions to new problems or situations. Incumbents at the fifth level typically are expert on, and lead support for, groups of related products or for entire systems, and they spend more time on assessing, planning for, and implementing new technology.

Examples of Duties:

  • Maintains a high degree of technical knowledge and expertise on one or more technology products through research, personal use, vendor presentations, and training; leads support for the product, including publicity, training, expert trouble-shooting and advice, vendor interface, and advocacy.
  • Evaluates and analyzes technology products and recommends appropriate implementation to individual customers, groups of customers, or for general use.
  • 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.
  • 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 one or more technology products sufficient to provide expert trouble-shooting and advice.
  • Knowledge of a variety of relevant technology tools sufficient to answer customer questions about use, to recommend configurations to meet specific needs, and to solve a wide variety of troubleshooting problems.
  • 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 work effectively in teams.

Minimum Qualifications:

Bachelor's degree in technology or related field AND two years' experience providing information technology services; OR, Six 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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