7358 – 7359: Business Technical Support Analyst (BTSA) 2 and 3

Job Family	Information Technology
Job Function	Business Technical Support
Job Category	Represented
Job Summary	Typically found in large central departments serving multiple departments or units, this family involves providing day-to-day advanced consultation, training, instruction and troubleshooting / problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users. Analyzes, recommends, installs, configures and evaluates systems and tools for internal and end user use. Develops and conducts tests of hardware and software and reports on configurations and behavior. Develops and provides technical documentation and training. Assesses needs and recommends hardware and software acquisitions and upgrades.
Job Title	Business Tech Support Analyst 2 TX	Business Tech Support Analyst 3 TX
Job Code	7359	7358
Bargaining Unit	TX	TX
FLSA	Non-Exempt	Exempt
Key Responsibilities	Provides escalated, broad technical support. Plans and implements hardware and software upgrades. Troubleshoots, resolves or appropriately triages moderately complex network connectivity issues. May provide server administration support to clients. Consults with users to assess and implement file structure needs and perform data migration. Performs backup server administration. Creates and oversees creation of complex technical documentation. Develops and / or provides training as needed based on consultation with users and understanding of technology including one-on-one and small group training, FAQs, knowledge-based entries organizational-wide and job aids to assist users electronically. Provides internal technical support to more junior staff members. Assist junior staff in resolving customer problems. Tests hardware, software and configurations and analyzes / summarizes reports of results, drawing conclusions and making recommendations. Supports enterprise / organizational-wide systems and analyzes system dependencies to resolve computing problems. Provides systems analysis support to clients. Analyzes and determines computing needs and makes recommendations on appropriate tools (hardware, software, peripherals). Tests systems and updates internal documentation. May provide input to system redesign or development efforts based on user needs.	Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support for divisional, institution-wide or multi-institutional users ensuring referral to appropriate level of services. Performs highest tier of technical support. Provides bridge between customer needs and highly technical applications and application groups (ex: mainframe, network), other technology service providers and third-party vendors. Serves as staff expert on technical troubleshooting for the most difficult customer problems. Provides guidance to end users on IT policy and procedures. Identifies and addresses complex usability problems. Analyzes complex hardware, software and network problems and resolves issues that may have strategic impact. Designs tests for new hardware, software and configurations to mimic end user behavior and oversees testing process and provides results to developers or system administrators. Manages larger user content migration across hardware or software environments. Analyzes and prepares various levels of internal and external-facing documentation used by end users across the institution. Creates, analyzes, summarizes and monitors usage reports. Escalates software problems to development team. Coordinates user acceptance activities. Configures and customizes complex software based on user needs. Creates complex scripts to accomplish work-related tasks. Implements and configures settings in services and systems to comply with business rules at a campus, medical center or other university entity. Understands marketplace and technology trends relative to user needs to provide input to technology and support direction for a campus, medical center or other university entity. Provides strategic input to system redesign or development efforts based on user needs. May build test scripts. Manages projects. May function as a lead, scheduling and assigning work and providing technical guidance and work direction to student or career technical support staff at various levels. Provides technical training to junior employees.
Education	Bachelor’s degree in related area and / or equivalent experience / training.	Bachelor’s degree in related area and / or equivalent experience / training.
Knowledge, Skills and Abilities	Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc. Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices. Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. Advanced skill at creating technical documentation for complex processes and applications. Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services. Demonstrates problem-solving skills. Working knowledge of unit’s business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. Effective skills at technical and administrative work direction. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate / escalate issues appropriately.	Thorough knowledge of desktop and business / technical support systems. Skills and abilities necessary to complete the most technical business / technical support functions. Demonstrated skill at project management processes. Demonstrated ability to construct and execute test plans for hardware and software. Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc. Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. Demonstrated skill providing technical training to users at various levels of skill. Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. In-depth understanding of divisional or institutional business processes to provide the highest level of support. Experience at providing technical and administrative work direction. Experience in use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software. Advanced skill at creating technical documentation for complex processes and applications. In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues. Broad knowledge of IT-related products and services. General knowledge of other areas of IT. Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices. Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Thorough knowledge of unit’s business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. Demonstrates problem-solving skills. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate / escalate issues appropriately.
Environment	Campus, medical center or other university locations and external venues.	Campus, medical center or other university locations and external venues.
Career Path	Business Tech Support Anl 3	Business Tech Support Supv 2