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Information Technology Job Function

IT Support Associate I

Grade 54

This is a model job description. The duties listed below are representative and characteristic of

the duties required. They are intended to suggest a general level of skill and complexity and as

such are not a substitute for the specific descriptions for individual positions.

Summary

Position's primary focus may be in the areas of computer operations, computer repair, wire and

cable installation, user and desktop support (hardware and software), helpdesk, and data

management. Performs a variety of complex information technology support duties to ensure

smooth delivery of technology services. Monitors, operates, coordinates, assists and trains others

in the operation of computer hardware, software, and peripherals in order to achieve desired

result. Utilizes computer equipment, software and diagnostic tools to perform a broad range of

customer assistance, production job processing, equipment maintenance and repair and

computer operations assignments. Works independently with minimal supervision and may assist

in training, scheduling and distributing work of other staff members, students, casuals and

temporary workers. Updates supervisor on status of projects and technical issues. Exercises

judgment and creativity in selecting and applying procedures correctly, and determines when to

refer problems to the supervisor or the next level of support. May provide information and training

to students, staff, faculty, or general public on established policies and procedures, or services

provided.

Typical Duties

1. Provides technical support in the use of personal computer hardware, software, and

specialized mainframe technology or operates a multi- platform, complex computer

environment or monitor the production scheduling, execution, and successful completion

of production jobs;

2. Sets up and configures desktop computers, peripherals and accounts assigning security

level;

3. Installs software and installs and repairs hardware and peripherals;

4. Tests programs;

5. Troubleshoots, diagnoses problems, implements corrective action procedures and/or

escalates to other technical resources as appropriate;

6. Serves as technical resource to unit;

7. Maintains, updates or creates systems, databases and web pages using front-end user-

enhanced web tools within prescribed guidelines;

8. Administers user accounts;

9. Designs and produces moderately complex reports;

Information Technology Job Function