Technology Support Analyst

Job Summary

Typically found in large central departments that serve multiple departments or units, these roles provide day-to-day advanced consultation, training, and instruction to end users. They troubleshoot and resolve issues involving hardware, software, networks, computer systems, handheld devices, and peripherals, ensuring these tools operate effectively for individuals and groups. Responsibilities also include analyzing, recommending, installing, configuring, and evaluating systems and tools; testing hardware and software and documenting configurations and behavior; developing technical documentation and training; and assessing needs to recommend hardware and software purchases and upgrades.

Job Title	Technology Supp Anl 1	Technology Supp Anl 2	Technology Supp Anl 3
Job Code	7346	7347	7348
Bargaining Unit	TX	TX	TX
FLSA	Non-Exempt	Non-Exempt	Non-Exempt
Generic Scope	Applies basic skills while developing some specialized skills in procedures, operations, techniques, tools, materials, and /or equipment appropriate to area of specialization; performs routine and / or repetitive tasks; limited decision making required; generally works under close supervision; has no or limited experience; work is performed from within specific limits of established procedures and / or defined instructions.	Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and / or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues / makes working decisions within area of specialization or responsibility with minimal supervision.	Regularly works on tasks that are varied and complex. Applies full range of specialized skills and job knowledge; frequently adapts procedures, techniques, tools, materials, and / or equipment to meet specialized needs; may serve as lead; performs broad and / or focused assignments under general supervision; originality and ingenuity are often required to help.
Custom Scope	Covered under University series concept / job specification for classification 7346. Under direct supervision works on operational and / or procedural assignments that are routine in nature, requiring limited judgment. Normally receives detailed instructions on all newly assigned work. Performs ongoing routine assignments with general supervision. Provides basic help desk operations support.	Covered under University series concept / job specification for classification 7347. Under general supervision, applies standard department policies and procedures to resolve business / technical / desktop support issues. Analyzes issues where evaluation of data requires of review of a limited number of factors. Normally receives general instructions on routine work, with more detailed instructions provided on new project assignments and initiatives. Performs a variety of Helpdesk operations. Provides tier one level of support.	Covered under University series concept / job specification for classification 7348. Under general direction, applies technical principles, processes, department policies and procedures to resolve a wide variety of complex business / technical / desktop support issues. Exercises judgment based on departmental practices and procedures to resolve issues or make recommendations. Normally receives general instructions on new project assignments and initiatives. Performs full range of Helpdesk operations. May function as lead. Provides tier two level of support.
Key Resp 01	Provides basic day-to-day technical and business support for network infrastructure, internal desktop systems, applications software and hardware and related peripherals.	Provides day-to-day technical and business support for network infrastructure, internal desktop systems, applications software and hardware and related peripherals.	Functions as a help desk lead to provide technical and business support for all levels of help desk tickets. Helps create and maintain help desk incident and usage reports. Trains student techs and less experienced technicians.
Key Resp 02	Learns to install, configure, upgrade and troubleshoot simple software and hardware problems.	Installs, configures, upgrades and troubleshoots standard software and hardware problems and identifies network problems when they relate to desktop /business / technical systems.	Installs, configures, upgrades and troubleshoots software and hardware problems with all levels of complexity and identifies network problems when they relate to desktop / business / technical systems. Installs new and upgrades computers, systems software, application software, email clients, monitors and printers.
Key Resp 03	Screens and refers simple internal inquiries and work requests as they relate to maintenance of computers, application systems, and related technology.	Screens, refers, and diagnoses standard internal inquiries and work requests as they relate to maintenance of computers, application systems, and related technology.	Screens, refers, and diagnoses complex and / or escalated internal inquiries and work requests as they relate to maintenance of computers, application systems, and related technology.
Key Resp 04	Helps customers troubleshoot and solve basic application and hardware problems via phone and email, consistent with defined departmental instructions and reference information.	Helps customers troubleshoot and solve application and hardware problems via phone and email. Diagnoses and repairs hardware, application, operating system, email problems, printing problems and network connection / configuration problems.	Troubleshoots and repairs application and computer hardware issues applying expertise and specialized knowledge. Diagnoses and repairs application, operating system, email problems, printing and network connection / configuration problems.
Key Resp 05	Assists clients with basic assistance in the use and operation of new or existing software consistent with defined departmental instructions and reference information.	Assists clients in understanding the use and operation of new or existing software, hardware, procedures, security measures and ergonomic practices.	Assists clients in the understanding of use and operation of new or existing application software, hardware, procedures, security measures and ergonomic practices.
Key Resp 06	Helps coordinate the install, removal and disposition of old equipment.	Follows up with install, removal and disposition of old equipment.	Provides assistance and advice to clients in comparing, selecting and purchasing new computer, monitor, printer and peripheral equipment. Coordinates orders with Purchasing. Assists clients in the understanding of use and operation of new or existing equipment.
Key Resp 07	Helps communicate with users regarding system status updates.	Helps communicate with users regarding system status updates.	Communicates with users regarding system status updates.
Key Resp 08			Maintains passwords, data integrity and file system security for the desktop environment.
Key Resp 09			Assists in recommending hardware and software solutions, including new acquisitions and upgrades. Helps train users and develops simple job aids to assist users electronically.
Key Resp 10			Responsible for ghost imaging.
Education	High school diploma or equivalent experience.	High school diploma or equivalent experience.	High school diploma or equivalent experience.
Special Condition	Must pass a background check.	Must pass a background check.	Must pass a background check.
Special Condition	Exercise the utmost discretion in managing sensitive information learned in the course of performing their duties. Sensitive information includes but is not limited to employee and student records, health and patient records, financial data, strategic plans, proprietary information, and any other sensitive or non-public information learned during the course and scope of employment. Understands that sensitive information should be shared on a limited basis and actively takes steps to limit access to sensitive information to individuals who have legitimate business need to know. Ensure that sensitive information is properly safeguarded. Follow all organizational policies and laws on data protection and privacy. This includes secure handling of physical and digital records and proper usage of IT systems to prevent data leaks. The unauthorized or improper disclosure of confidential work-related information obtained from any source on any work-related matter is a violation of these expectations.	Exercise the utmost discretion in managing sensitive information learned in the course of performing their duties. Sensitive information includes but is not limited to employee and student records, health and patient records, financial data, strategic plans, proprietary information, and any other sensitive or non-public information learned during the course and scope of employment. Understands that sensitive information should be shared on a limited basis and actively takes steps to limit access to sensitive information to individuals who have legitimate business need to know. Ensure that sensitive information is properly safeguarded. Follow all organizational policies and laws on data protection and privacy. This includes secure handling of physical and digital records and proper usage of IT systems to prevent data leaks. The unauthorized or improper disclosure of confidential work-related information obtained from any source on any work-related matter is a violation of these expectations.	Exercise the utmost discretion in managing sensitive information learned in the course of performing their duties. Sensitive information includes but is not limited to employee and student records, health and patient records, financial data, strategic plans, proprietary information, and any other sensitive or non-public information learned during the course and scope of employment. Understands that sensitive information should be shared on a limited basis and actively takes steps to limit access to sensitive information to individuals who have legitimate business need to know. Ensure that sensitive information is properly safeguarded. Follow all organizational policies and laws on data protection and privacy. This includes secure handling of physical and digital records and proper usage of IT systems to prevent data leaks. The unauthorized or improper disclosure of confidential work-related information obtained from any source on any work-related matter is a violation of these expectations.
KSA 01	Basic knowledge of business / technical support function.	Working knowledge of business / technical support function.	Has strong knowledge of complete range of business / technical support function.
KSA 02	Communications, customer service and interpersonal skills.	Communications, customer service and interpersonal skills.	Strong communications, customer service and interpersonal skills.
KSA 03	Requires basic skills necessary to screen, refer and diagnose PC-related inquiries.	Requires skills necessary to screen, refer and diagnose PC-related inquiries.	Has thorough understanding of unit’s business processes to provide back up to support staff of unit.
KSA 04	Must be able to understand basic problems from user perspective; resolve basic issues and / or escalates, as appropriate.	Must be able to understand problems from user perspective; resolve routine issues and / or escalate, as appropriate.	Must be able to understand problem from user perspective; resolves variety of issues and / or escalates, as appropriate.
KSA 05	Basic knowledge of IT policies and procedures.	Working knowledge of IT policies and procedures.	Strong knowledge of IT policies and procedures.
KSA 06			Ability to train and lead lower-level technicians.
Environment	Campus, medical center or other university setting and various external venues.	Campus, medical center or other university setting and various external venues.	Campus, medical center or other university setting and various external venues.