Positions in this category perform entry-level information technology systems and/or applications support work for client applications, databases, computer hardware and software products, network infrastructure equipment, or telecommunications software or hardware.  

This series is distinguished from the Information Technology Systems Specialists by the requirement for following established procedures and guidelines to complete information technology system and application support tasks.

In support of information systems and users, performs basic technical tasks for client applications, databases, computer hardware and software products, network infrastructure equipment, or telecommunications software or hardware. Under general supervision, follows simple, pre-defined procedures and specific guidelines to compete simple assignments. Refers problems/issues to a higher level. Assignments are structured to encourage the development of technical proficiency. May receive on-the-job training, vendor training and other instruction.

Provides basic assistance to computer and/or voice system users such as: providing correct log-on procedures, equipment maintenance procedures, operation and system usage procedures, changing user passwords, installing new keyboards, and making preliminary identification of problems encountered by network users;  

Sets up new computers including connecting keyboard, mouse, and monitor to PC’s. Checks for proper operation and installing software;  

Performs basic hardware fixes such as rebooting computers, checking for connection to outlets, replacing printer cartridges, etc.; 

Receives on-the-job training, vendor training and other instruction in order to perform analysis on problems;  

Makes preliminary identification of problems encountered by users to determine if it is due to equipment, network or application errors and contacts appropriate personnel to achieve resolution; Maintains service logs and/or on-line trouble logs, inventories of computer and/or voice equipment and diagrams; 

Modifies or revises routine programs; 

Assists faculty with information technology teaching aids, materials, and equipment associated with classroom instruction; 

May assist in basic programming or computer analysis;

There may be instances where individual positions must have additional licenses or certification. It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position. 

Three months of information technology related experience such as installing workstations, providing technical support for software, or installing and maintaining hardware, network infrastructure equipment, or telecommunications software or hardware.