CITY OF PHILADELPHIA PERSONNEL DEPARTMENT

1D59
COMPUTER USER SUPPORT SPECIALIST


GENERAL DEFINITION

This is computer user support work at an advanced clerical level. Employees in this class perform a variety of support services directly for computer users in an assigned department, including responding to requests for assistance from a helpdesk, troubleshooting and resolving problems with computers over the phone, by e-mail and in person, and securing the assistance of higher level information technology staff when necessary. Employees in this class also provide informal advice and guidance, and/or desktop one-on-one training, and/or classroom and on-site training for groups for a wide variety of employees, including managers, supervisors, professional and technical staff and clerical employees. Expertise with various types of computers, applications and software packages is determined by the operational needs of the assigned department. Employees provide services in a variety of computer environments, including local area networks, wide area networks and terminals attached to a mainframe computer. Employees work under the supervision of an administrative or technical superior.

ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)

  1. Positions in this class must provide a variety of support services directly to computer users, including responding to requests for assistance from a helpdesk, troubleshooting and resolving problems with computers over the phone and in person, and securing the assistance of higher level information technology staff when necessary.
  2. Positions in this class must provide desktop, one-on-one training, and/or informal advice and guidance, and/or classroom and on-site training for groups of employees.


TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)


REQUIRED KNOWLEDGE, SKILLS AND ABILITIES


MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE
(The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 08/04.)

OR

Any equivalent combination of education and experience determined to be acceptable by the Personnel Department.

PHYSICAL AND MEDICAL REQUIREMENTS


PAY RANGE: 14

Class Established: 8/89

Spec. Revision:
CSC: 7/96, Ad Board: 11/96

Spec. Revision and Consolidation with 1D19 and 1E01:
CSC: 6/02, Ad Board: 9/02

Latest Spec. Revision:
CSC: 05/04, Ad Board: 08/04

TRV/sb


END OF JOB CLASS SPECIFICATION - 1D59