TECHNICAL SUPPORT SPECIALIST STATE COMMISSION OF INVESTIGATION

Definition

Under the general direction of the Network Administrator or Assistant Director, provide technical support, assistance, and training for information technology systems, applications, and hardware. Assist in the maintenance and administration of the local area network (LAN) and centralized/remote network services. Install, maintain, upgrade, and troubleshoot end user desktop and laptop computers including hardware, software and printers. Identify, research and resolve technical problems. Document, track, monitor, and report problems to ensure timely resolution; does other related duties.

Examples of work

• Provide troubleshooting and technical assistance to system users. Monitor the Help Desk via telephone and e-mail. Record support requests and problems and take the necessary steps to isolate problems. Take corrective measures and provide accurate documentation and clear concise instruction on problem resolution.
• Provide assistance and training to system users experiencing difficulty with or having questions about hardware, software, access and applications. Assist in developing documentation and providing staff training for operating systems, word processing, spreadsheet, database, e-mail, network services, and investigative document and case management systems.
• Log all help desk calls in the Help Desk database and assign requests to the appropriate support staff.
• Generate weekly Help Desk reports reflecting completed, outstanding or cancelled requests. Provide reports and other documentation to the Network Administrator.
• Assist in configuring and installation of PC systems. Deliver, unpack, setup and connect new PCs to the network. Install standard images and configure PC`s with user specific login information. Tests to ensure installations are operating properly.
• Assist in installing and configuring printers and other peripherals. Deliver, unpack, setup and connect new printers and peripherals. Tests to ensure installations are operating properly.
• Assist in installing and configuring standard desktop software i.e. Microsoft Office Suite, Windows OS, e-mail and other applications. Tests to ensure installations are operating properly.
• Perform upgrades and repairs of PC equipment. Diagnose, repair, replace or add components to PC systems i.e. modems, nics, scanners, drives, memory, etc. Tests to ensure installations are operating properly.
• Assist in maintaining the NT network. Document and maintain server backups. Perform Server Health Checks. Perform disaster recovery and information archiving procedures including tape rotations, tape backup processing and verification. Document and report results.
• Assist in scheduling and development of documented procedures associated with disaster recovery, backup, and archiving strategies.
• Operate a variety of audiovisual equipment used to aid for investigations, public hearings and training including editing machines, video tape recorders, television and movie cameras, LCD projectors and audio recorders.
• Utilize equipment to create duplicates of audio/video media for purposes of review, dissemination or submission into evidence.
• Setup and test audio/visual equipment for meetings, presentations, and public hearings.
• Assist staff in the creation of Microsoft PowerPoint presentations for use in investigations, public hearings and training.
• Provide technical assistance and instruction on the use of audiovisual equipment.
• Maintain accurate and timely asset tracking and inventory of equipment including hardware and software. Label and identify equipment as required.
• Compile and record inventory information and prepare reports.
• Maintain records of invoices, receipts, requisitions and other inventory documents.
• Work with the Network Administrator and staff to develop web site application design, specifications and objectives.
• Assist in the design, develop, implement, debug and release web site applications utilizing web site creation software and programming languages.
• Assist in coordinating web site development plans with the Office of Information and Technology (OIT). Ensure compatibility and consistency with the State's guidelines for web site architecture and capabilities.
• Assist and perform conversion of hard copy reports, graphics and other information into web based usable form.
• Analyze web site information to determine utilization and trends. Prepare reports and other documentation as required.
• Prepare reports of information technology matters.
• Will be required to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.

Education

Graduation from an accredited college or university with a Bachelor's degree which must include a minimum of eighteen (18) semester hour credits in mathematics and/or computer science.

Experience

Two (2) years of experience in data processing systems analysis and programming design, or the analysis of work methods and processes, or the operation of multi-program or client/server computer systems, or working in the support areas of computer scheduling, input/output control and magnetic data control in the data processing field or help desk, one (1) year of which shall have been in the technical support area solving user problems in a help desk or related environment or using productivity aids and job control languages.

License

Appointees will be required to possess a driver's license valid in NJ only if the operation of a vehicle, rather than employee mobility, is necessary to perform essential duties of the position.

Knowledge, skills and abilities

• Knowledge of the responsibilities, regulations, policies and procedures of the Commission.
• Knowledge of the broad spectrum of data and information processing technologies including server hardware and associated software, microcomputer hardware, operating systems, software, peripheral devices and supportive operational equipment.
• Knowledge of the broad spectrum of data communications technologies including local area networking and the telecommunication components used to interconnect servers to communication devices and ultimately clients.
• Knowledge of and familiarity with capabilities, operating characteristics, programming, techniques and intricacies of all data and information processing equipment, peripheral devices and software.
• Knowledge of word processing hardware and software and methods for utilizing these tools in the most efficient and cost effective manner.
• Knowledge of information system design concepts and the many alternative manual, mechanical, and electronic means for gathering and storing data as well as converting data into useful information at lowest cost.
• Knowledge of countermeasures for dealing with network security and virus protection.
• Ability to interpret the information and/or intelligence needs of the Commission and translate those needs into a data processing system, with adaptations as required
• Ability to establish goals and set priorities, work independently or in a team environment, schedule and organize work activities and identify/resolve problems which arise.
• Ability to establish and maintain liaison with the Office of Information Technology and outside vendors as to the data processing requirements and needs of the agency.
• Ability to develop, conduct or coordinate training for Commission personnel when new or revised systems are to be implemented.
• Ability to maintain or supervise the maintenance of essential records and files.
• Ability to prepare charts, programs and instructions as needed to illustrate, explain, and implement data and information processing procedures and programs.
• Ability to analyze existing data processing problems and recommend solutions.
• Ability to orally and in written form communicate effectively with technical staff and agency heads.
• Ability to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
• Ability to read, write, speak, understand, and communicate in English sufficiently to perform duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication.
• Persons with mental or physical disabilities are eligible as long as they can perform essential functions of the job after reasonable accommodation is made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.
• CODES: 21/X21 - MCK 10/18/03

Note

The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.

Applicants who do not possess the Bachelor's degree but possess the 18 semester hour credits may substitute additional experience or formal training in Computer Science/Information Technology on a year-for-year basis with thirty (30) semester hour credits being equal to one (1) year of experience.

Applicants may be required to obtain certification as a Microsoft Certified Support Engineer (MCSE)