Generic Job Description
Computer Support Technician II
GRADE D
Representative Duties:
- Installs, configures, and maintains a variety of computer equipment including computer terminals, printers, modems, personal computers and data communications equipment.
- Determines source and nature of computer malfunction using diagnostic and application software. Adjusts, repairs, and replaces malfunctioning equipment.
- Serves as a principal source of information on equipment problems.
- Drives vehicle for pick up and delivery of equipment.
- Maintains inventory of supplies and equipment.
- Performs additional functions incidental to computer support activities.
Family: Technical
Support
Job Code: 727
Date: 2/89
The job duties listed above are representative and characteristic of the
duties required and the level of the work performed in the job title.
The duties will vary form incumbent to incumbent in the job title.
Yale
University Clerical and Technical Job Description
Job: 727 Computer Support Technician II Grade D
Required Knowledge:
- Advanced knowledge; college-degree; substantial knowledge in a specialized field; substantial knowledge in broader field of learning.
- Journey-level knowledge of craft or trade.
Required Skills:
- Extracts and compiles a narrow range of data from written sources, from individuals by asking set questions or from one or several given data bases; coding based on prescribed, simple standards.
- Screens complex, technical, or specialized literature for referral.
- Writes short, informal notes, fills out simple forms.
- Regular, skilled use of more complex machines, including word processors or personal computers; responsible for basic troubleshooting and repair or manipulation of data using published software.
Office and Administrative Skills:
- Keyboards letters, memos and other moderately complex material.
- Formats, stores and files data on a personal computer to generate basic, pre-established reports.
- Schedules and coordinates appointments.
- Screens and refers callers and visitors to the appropriate individual.
Experience, Education, and Formal Training:
- Four years of related work experience, two of them in the same job family at the next lower level, and high school level education; or two years of related work experience and an Associate degree, or an equivalent combination of experience and education.
Complexity and Organization:
- Wide variety of complicated job tasks requiring coordinating numerous processes/methods.
Interpersonal Relations:
- Ongoing involvement outside immediate unit.
- Offers or obtains specialized information and provides assistance on general matters.
- Understands and evaluates what is being said and responds with complex answers that may take time to give.
Supervisory Guidelines:
- Work is subject to general review on an occasional basis.
- Supervisor and incumbent plan, assign and schedule work jointly.
- Instruction provided only in very rare instances.
Independent Judgment
- Established procedures/policies govern many work situations.
- Regular exercise of independent judgment or initiative.
- Problems solved by choosing solutions from among several alternatives that are not necessarily governed by established procedures.
Leadership Responsibility
- Occasionally provides work guidance or orientation for non-routine procedures/policies.
Impact and Consequence of Error
- Work affects both outside the work unit and outside the University.
- Errors are difficult to recognize and correct and can cause harm or financial loss to individuals, departments, and the University, or to other individuals and groups.
Working Conditions
- Occasional possibility of safety risks.
- Occasional conflicting demands, time pressures, deadlines, or emergencies.
- Regular sustained
concentration.
Considerable physical effort or a high degree of fine finger or hand dexterity.
Example 1
Computer Support Technician
II (727)
Salary: D
General purpose:
Dealing with
a broad range of equipment, diagnose, troubleshoot and repair hardware
and software problems. Perform preventative maintenance on installed equipment,
install add on components, set up and configure new systems, and provide
advice to end users on hardware and systems software issues.
Essential duties:
- Diagnose and repair hardware problems, set up, configure and test equipment. Perform preventative maintenance and install upgrades and options either in the shop or at customer site.
- Maintain an up to date knowledge of repair practices, policies, and technical specifications of microcomputer hardware.
- Complete internal and vendor required documentation related to services, customer billing, warranty tracking, inventory maintenance, and repair history recording.
- Contact customers as needed to discuss specific symptoms of equipment failure, cost and nature of repairs required, and possible solutions to equipment problems.
- Contact vendors for technical support and parts procurement both electronically and by telephone.
- Drive University vehicle to customer locations in order to perform repairs or pick up and deliver equipment.
- Interact with unit administrators in the development of new service programs and in the efficient provision of services currently offered.
Experience and training:
- Four years experience in a related field. Direct experience in the diagnosis and repair of Windows and Macintosh systems and an Associate degree or an equivalent combination of education and experience.
- Preferred: Experience with Windows and Apple operating systems. Associate degree.
Skills and abilities:
- High degree of technical aptitude.
- Ability to work accurately under deadline pressure.
- Excellent communication skills.
- Strong customer service orientation.
- Valid Connecticut
drivers license and be physically able to lift heavy euipment.
Example 2
Computer Support Technician
II (727)
Salary: D
General Purpose:
Serve the Keck
Biotechnology Resource Laboratory by providing computer systems support
and service for a variety of operating systems, and proprietary and standard
software. Responsibilities include hardware and software support and maintenance;
and future development and enhancement of existing systems.
Essential Duties of Position:
- Support Windows 2000/NT, Windows 98/95, Mac OS, and Linux workstations, as well as a wide range of proprietary software used to control biotechnological instrumentation through hardware/software installations and upgrades and general networking and desktop support.
- Perform preventative maintenance on workstations to ensure systems are performing at an optimum level; will assist in some server maintenance and support.
- Provide direct ongoing support to Facility staff on general computing issues including software upgrades and hardware troubleshooting and repair.
- Assist with the maintenance of a FileMaker Pro database system through database administration, system backup, and development.
- Consult and collaborate with the Facility Systems Administrator on systems and application issues; make recommendations and help employ solutions for streamlining operations in the Facility.
Education and Training:
- Four years of related work experience, two of them in the same job family at the next lower level, and a high school level education; or two years of related work experience and an Associate degree; or an equivalent combination of experience and education.
- Preferred: Bachelor's degree in Computer Science, Molecular Biology, Chemistry, or related field; experience with Windows 2000/NT/9x and/or current Mac OS operating systems, FileMaker Pro or other database application, Microsoft Office, and other office productivity applications.
Skills and Abilities:
- Demonstrated experience with Window NT, Windows 95, and MAC OS operating systems. Some experience with the Linux operating system.
- Familiarity with FileMaker Pro or other database application, Microsoft Office, WordPerfect, Visual Basic, and Internet applications including Netscape Communicator and Internet Explorer.
- High degree of technical aptitude.
- Excellent problem solving skills.
- Strong written and oral communications skills.
- Preferred: Experience
or interest in biotechnology or molecular biology.
