Business Technical Support Analyst 2-3 TX
Job Summary
Typically located in large central departments supporting multiple units, Business Technical Support Analysts (BTSAs) provide advanced day-to-day consultation, training, troubleshooting, and problem-solving for hardware, software, networks, and related systems, including handheld and peripheral devices. They analyze, recommend, install, configure, and evaluate systems and tools for end users. Additionally, they develop and conduct hardware and software tests, prepare technical documentation and configuration reports, deliver training, and assess needs to recommend hardware and software acquisitions and upgrades.
| Job Title | Business Technical Support Analyst 2 TX | Business Technical Support Analyst 3 TX |
|---|---|---|
| Job Code | 007359 | 007358 |
| Bargaining Unit | TX | TX |
| FLSA | Non-Exempt | Exempt |
| Generic Scope | Professional who applies acquired job skills, policies, and procedures to complete substantive assignments / projects / tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action. | Experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems / issues of diverse scope and determines solutions. |
| Custom Scope | Applies professional technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action. This title is bargaining unit only. There should never be an uncovered position. | Applies skills as a seasoned, experienced technical support professional with a full understanding of industry practices and unit / department policies and procedures, computing policies and business needs to provide technical solutions to a wide range of issues. Demonstrates effective judgment in selecting methods and techniques for obtaining solutions. Evaluates and tests new technologies including performing simple to moderate cost benefit analyses. This title is bargaining unit only. There should never be an uncovered position. |
| Key Resp 01 | 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. | 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. |
| Key Resp 02 | 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). | 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. |
| Key Resp 03 | Tests systems and updates internal documentation. May provide input to system redesign or development efforts based on user needs. | 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. |
| Key Resp 04 | 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. |
| 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. |
| Special Condition | Must pass a background check. | Must pass a background check. |
| KSA 01 | Experience providing escalated, comprehensive technical support across hardware and software systems, including conducting in-depth testing, analyzing results, and generating detailed reports with conclusions and actionable recommendations. | Demonstrated skill with 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 generating detailed reports with conclusions and actionable recommendations. |
| KSA 02 | Working knowledge of desktop and business technical support systems. | Thorough knowledge of desktop and business technical support systems. |
| KSA 03 | Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices. | Advanced skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices. |
| KSA 04 | Broad understanding of enterprise system functions, dependencies and interactions with the ability to leverage this knowledge for troubleshooting. | In-depth understanding of divisional or institutional business processes to provide the highest level of support. |
| KSA 05 | Demonstrated interpersonal skills necessary to effectively collaborate with technical and non-technical personnel across all organizational levels. | Strong interpersonal skills necessary to effectively collaborate with technical and non-technical personnel across all organizational levels. |
| KSA 06 | Working knowledge of server internals to troubleshoot and isolate issues. Experience with networking protocols such as DHCP, TCP/IP, and other related technologies. | Comprehensive understanding of server internals, with a focus on troubleshooting and issue isolation. Extensive experience and proficiency in networking protocols such as DHCP, TCP/IP, and related technologies. |
| KSA 07 | Effective skills in directing technical and administrative work. | Advanced skill in providing technical and administrative direction. |
| KSA 08 | Experience developing and administering formal technical training to users at various skill levels. Skilled in effectively eliciting and conveying both technical and non-technical information with clarity and precision. | Proven skill developing and administering formal technical training to users at all skill levels. Ability to elicit and communicate technical and non-technical information with clarity and precision. |
| KSA 09 | Skilled in creating technical documentation for complex processes and applications. | Advanced skill in creating technical documentation for complex processes and applications. |
| KSA 10 | Demonstrated problem-solving skills. | Proven problem-solving skills with sound judgment in delegating and escalating issues as appropriate. |
| KSA 11 | Working knowledge of business unit processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. | Thorough knowledge of business unit processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. |
| KSA 12 | Broad knowledge of IT-related products and services. General knowledge of other areas of IT. | Skills and abilities necessary to complete most technical support functions. |
| KSA 13 | Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. | |
| KSA 14 | Experience with complex scripting languages and demonstrated ability to configure and customize moderately complex software. | |
| Environment | Campus, medical center or other university locations and external venues. | Campus, medical center or other university locations and external venues. |